Manager Program Operations

3 weeks ago

Montréal, Canada Airports Council International Full time

**Position title**:Manager Program Operations **(18-month contract)
**Reports to**: Senior Director, Market Research & Customer Insights, Airport Service Quality
**Location**: Montreal, Canada

Airports Council International (ACI) is the only global trade representative of the world’s airports. Established in 1991, ACI represents airports interests with Governments and international organizations such as ICAO, develops standards, policies, and recommended practices for airports, and provides information and training opportunities to raise standards around the world.

ACI is looking for a **Manager Program Operations**, Airport Service Quality. This is an 18 month maternity leave replacement role.
- Exhibits strong project management abilities, capable of overseeing multiple projects in parallel
- Excels in customer support
- Has experience managing teams
- Is rigorous, detailed and process oriented
- Represents the ACI World values of Collaboration, Innovation, Accountability, Integrity, and Sustainability

**The location**

**About this opportunity**

ACI’s Airport Service Quality (ASQ) is the world’s leading airport passenger satisfaction program, with over 400 participating airports in 109 countries. Our Departures, Arrivals, and Commercial Surveys provide airports with unique insight into customer experience.

ASQ surveys measure passenger satisfaction and help airports identify solutions to enhance customer experience, improve service offerings, and increase non-aeronautical revenue.

The **Manager Program Operations** is part of the ASQ team and oversees the operations to ensure all ASQ passenger experience programs are delivered in time and on budget, with the best customer experience.

**Major duties and accountabilities**
- Engaged and retained a team of two or more direct reports.
- Plan and oversee workload of the Operations team to ensure efficiency and productivity. Support the team in operational tasks when required.
- Oversee the quality of all operations deliverables and ensure the best customer experience is delivered at all times.
- Proactively work to remove operations obstacles, identify, and manage issue escalations, and provide support to teams balancing competing priorities. This mean having a full understanding of ASQ Programs to support the team is necessary.
- Oversee and improve operational processes and improvement of tools to increase the quality of our services, customer experience, efficiency, and profitability.
- Create and document new processes as required.
- Manage the customer relationship and operations to execute the Employee Survey program at subscriber airports to ensure customer satisfaction and promote the product. This include initiating the projects with airports through meeting and trainings; creating clear project timelines; collaborating with supplier as per agreed timeline and for ad hoc issues or questions avoiding delays in deadlines; and collaborate with research team for project timeline, objectives & hypothesis, methodology details, and results analysis/release.
- Successfully manage and execute additional projects assigned to support the operations of the ASQ team.
- Track and process invoices and all costs associated with project budgets.
- Participate to Subcommittee meetings and any other webinars, presentations, or events as part of a continuing education service to members.
- Other duties as assigned.

**Technical knowledge, skills, and abilities**
- University degree in administration, project management or related discipline.
- Minimum of 7-8 years of significant experience in project/operations management or related field.
- Superior organizational skills, including ability to manage, prioritize and delegate work effectively, attention to detail & demonstrated commitment to the accuracy and completeness of multiple projects.
- Strong team leadership skills with experience in mentoring and/or managing others - ability to coach, guide and support direct reports.
- Experience in direct client relations and interactions (customer satisfaction surveys experience is an asset): client-first mindset.
- Autonomous with strong problem-solving and decision-making abilities.
- Must be proficient in MS Excel, PowerPoint, and Word.
- Excellent presentation, written, and spoken English skills: ability to communicate in a welcoming, effective and dynamic manner.
- Experience in international project management is an asset.

**ACI World Values**

Collaboration, Innovation, Accountability, Integrity, and Sustainability

**What We Offer**
- Hybrid work
- Full benefits (health, vison and dental), including telemedicine
- RRSP company matching contributions
- 4 weeks of vacation per year
- Paid personal/sick days and mental health days (10- days every year)
- Cell phone paid
- Social events and recognition programs
- Opus card discount
- Casual dress
- Training
- Employee rewards and recognition program
- Tedy Wellness Spending Account

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