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Operations Resolution Manager

1 month 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.**

The System Operations Resolution Manager is responsible for investigating and analyzing the day-to-day operation as it relates to flight disruption: delays (departure/arrival), cancellation and denied boarding of customers on the assigned flights/routes and provides critical insights to relevant stakeholders (Customer Relations & Legal).

The System Operations Resolution Manager operationally researches and responds to Legal and Customer Relations stakeholders to accurately determine the compensation/recovery applicable under regulations or company policy. This role is part of the System Operations Control "SOC" team based in Brampton, Ontario.

**Accountabilities (Responsibilities)**:

- Responsible to analyze, investigate, and interpret operational data from multiple sources to determine the root cause of flight disruptions 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.
- Work collaboratively with internal stakeholders, including Maintenance, Dispatch, Airports, and Crewing teams, to understand operational frameworks and ensure compliance with aviation regulations worldwide.
- Participate in briefings, meetings, hearings and serve as a SOC designate for affidavits and witness statements associated with CTA cases and legal proceedings as required.
- Collaborate with the Legal department to interpret policies and procedures related to passenger rights legislation and tarmac delay regimes in various jurisdictions.
- Liaise with Legal to collaborate on complex cases and contribute to decisions on controllability.
- Coordinate with 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 in Customer Relations, sharing relevant documents and information related to delays and cancellations.
- Assist internal customer investigations (Legal, Customer Relations, Operations) by clarifying the rationale and objectives behind SOC's operational decisions and provide relevant data and evidence to support the customer recovery decision-making process.
- Monitor trends and identify opportunities to improve operational remarks and accuracy of flight disruptions within the operation.
- Ensure timely and consistent communication 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)
- Excellent verbal and written communication skills
- Thorough knowledge of airline operations
- Minimum 3-5 years of customer service and recovery experience gained within the travel industry (preferably airline)
- Understanding of Air Passenger Protection Regulations (APPR), European Regulations 261/2004 (EU) and other air travel regulations, a strong asset
- 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
- Working knowledge of Air Canada operational systems would be an asset: (Smart4Aviation, Netline systems, PSS)
- Highly proficient with the Microsoft Suite of software products
- Strong organization and time management skills, ability to multi-task in a fast-paced environment and adapt to change
- Attentive to detail and demonstrated passion for quality in customer service
- Self-motivated
- A commitment to teamwork and collaboration

**Working Conditions**:
The position is office-based, working in a fast-paced environment with tight deadlines.

**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.