Baggage Performance Manager

Take Your Career to New Heights with Flair Airlines We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach—but we don’t take ourselves too seriously. Your Team Join Flair’s Airport Operations team, where operational reliability and customer experience come together to deliver efficient and seamless travel. We are seeking a proactive and results-driven Baggage Performance Manager to lead strategies that minimize mishandled baggage, enhance the passenger experience, and strengthen operational performance across our airport network. This role is responsible for analyzing baggage performance data, identifying process gaps, and implementing targeted improvement initiatives in collaboration with Customer Service Teams, Airport Authorities, Ground Handling Agents, and external partners. The successful candidate will combine strong analytical and leadership skills to ensure baggage operations meet safety, efficiency, and service quality standards, supporting Flair’s commitment to operational excellence and customer satisfaction. This position is based on-site at our offices in Edmonton (YEG), Calgary (YYC), or Vancouver (YVR). A Day In The Life Develop and enhance processes to minimize mishandled and damaged bags, driving continuous improvement in baggage performance. Collaborate with the Customer Service team to monitor and manage baggage claims, ensuring all lost or delayed bags are efficiently and promptly repatriated to customers. Maintain and manage robust KPIs for ground handling agents, ensuring performance standards are met and exceeded. Partner with the Airport Management teams to reduce missing baggage and damage incidents through process reviews, corrective action plans, and staff engagement. Oversee the raising and tracking of invoices for baggage-related services, working closely with the Finance team to ensure accuracy and accountability. Negotiate and manage contracts with baggage delivery and logistics providers to ensure cost-effective and efficient service. Conduct trend and root cause analysis on baggage performance data, developing targeted action plans to address recurring issues. Create and distribute training and guidance materials to ground handlers and airport teams to promote best practices in baggage handling. Serve as a key liaison between internal departments and external partners, ensuring strong collaboration and communication on all baggage-related matters. Perform other duties and responsibilities as assigned. What You Bring To The Role Education: Post-secondary education in Aviation Management, Business Administration, Operations Management, or a related field. Experience: Minimum of 5 years of experience in airport or airline operations, with a focus on baggage performance, ground handling, or airport services. Proven ability to analyze performance metrics, identify trends, and implement corrective actions to improve service delivery and operational reliability. Experience managing relationships with third‑party service providers, including developing KPIs and overseeing contractual performance. Demonstrated success in leading process improvement initiatives that enhance baggage handling efficiency and reduce mishandled baggage rates. Strong background in operational compliance and safety standards within a regulated aviation environment. Previous experience in a multi‑station or low‑cost carrier (LCC) network is an asset. Skills and Abilities: Proven experience in a fast‑paced, operational or logistical environment, with excellent problem‑solving and decision‑making skills. Strong analytical ability to interpret performance data, identify trends, and translate insights into actionable improvement plans. Excellent stakeholder management, communication, and interpersonal skills, with the ability to collaborate effectively across internal teams and external partners. Confident in managing supplier relationships, performance contracts, and service‑level agreements to ensure accountability and consistent service quality. Detail‑oriented, with strong organizational, prioritization, and time‑management skills. A passion for delivering exceptional customer experiences through operational excellence and continuous improvement. Ability to lead cross‑functional initiatives, influence outcomes, and drive measurable results across multiple airport locations. Requirements: Clear Canadian Criminal Record Check (CCRC) and satisfactory employment references. Must be able to obtain and maintain a valid Restricted Area Identity Card (RAIC). Must be legally eligible to work in Canada without restriction. Why You’ll Love Working Here At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered. Benefits Comprehensive Salary – A salary that reflects your experience and contributions. Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program. Retirement Savings – A pension plan with employer‑matched contributions. Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions. If you’re ready to join a team that’s bold, innovative, and fun, we want to hear from you Website: flyflair.com #J-18808-Ljbffr