Dispatch Operations Resolution Manager

5 months ago

Toronto, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

This role will be responsible for investigating and analyzing the impact of weather, Notice to Air Missions (NOTAMS), Air Traffic Control Initiatives, and aircraft performance limitations as they relate to flight disruptions, delays (departure/arrivals), cancellation and denied boarding of customers, and provide critical insights to relevant stakeholders (Customer Relations & Legal).

This role will research and respond to department stakeholders to determine whether Air Passenger Protection Regulations (APPR), Accessible Transportation for Persons with Disabilities Regulations (ATPDR), EU261 or other applicable passenger rights legislation are applicable under regulations or company policy while protecting the interests of the company.

The Dispatch Operations Resolution Manager is part of Flight Dispatch, and the positions will be based in Toronto at the Operations Centre.

**Responsibilities**:

- Responsible to analyze, investigate, and interpret operational data from multiple sources to determine the root cause of the flight disruption against incidents and/or individual customer files objectively and comprehensively.
- Responsible to make investigation conclusions in compliance with APPR, ATPDR, EU261, and other passenger rights legislation worldwide (i.e. USA DOT, etc.) to which the company must comply.
- Maintain the perspective of operations throughout the entirety of the investigation and analysis of flight disruptions, which includes the premise of collaborative decision making as it relates the aviation community and its impact on all.
- Work collaboratively with internal stakeholders, including various operational teams, to understand the operational frameworks and ensure compliance with aviation regulations worldwide.
- Liaise with Legal to discuss more complex cases and decisions on controllability.
- Coordinate with the stakeholders to provide relevant information pertaining to cases that become litigated, along with results of internal investigations, involving considerable explanation of facts.
- Coordinate with Mission Resolution Analysts, sharing relevant documents and information related to delays and cancellations.
- Assist internal customers with file investigations with items handled under Air Canada's customer recovery procedures or as required.
- Monitor trends and identify opportunities to improve accuracy of a flight disruptions within the operation.
- Ensure timely and consistent communications on all open cases with program stakeholders.
- Create and manage a repository for all case incidents.
- Other duties as assigned.

**Qualifications**
- Post-secondary education in relevant field (or equivalent combination of education and experience)
- Minimum 2 years Flight Dispatch or Airline Operational experience
- Excellent verbal and written communication skills
- Thorough knowledge of operations branches, including responsibilities and procedures of each department
- Strong communication skills with the ability to interpret and assimilate technical/statutory terms into easy-to-understand terms across the department's customer base (internal/external)
- Ability to identify problems and understand the impact of decisions being made on the customer and the company.
- Ability to interpret Metars, TAFs, Notams and Air Traffic Control Initiatives
- Highly proficient with the Microsoft Suite of software products
- Strong organization and time management skills, able to manage a multiple task workload.
- Attentive to detail and demonstrated passion for quality in customer service
- Understanding of Air Passenger Protection Regulations (APPR), European Regulations 261/2004 (EU) and other air travel regulations would be an asset
- Self-motivated and assertive
- A commitment to teamwork, ability to multi-task in a fast-paced environment and adapt to change

**Working Conditions**:

- The position is office-based, working in a fast-paced environment with tight deadlines. Possible exposure to mild unpleasant or disagreeable conditions related to flight disruptions.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

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