Manager, Passenger Operations

1 month ago

Winnipeg, Canada Winnipeg Airports Authority Full time

The Organization
The Winnipeg Airports Authority (WAA) is a community-based, non-share capital corporation that operates, manages, maintains, and invests in the Winnipeg James Armstrong Richardson International Airport and affiliate businesses. Operating on a multi-site property, the WAA is responsible for airport operations, security, facilities, parking, ground transportation and communications.

Manager, Passenger Operations

**Reports to**: Director, Terminal Operations

**Type**: Permanent, Full Time

**Closing Date**: July 28, 2023

The Opportunity
Reporting to the Director, Terminal Operations, this role focuses on terminal optimization, flexibility, common-use allocation, and asset utilization (gating, inbound and outbound carousels, etc.). The Manager, Passenger Operations executes on facilitation priorities, including the evolving needs of our government agencies and airline customers, emerging technologies, and national consistency across Class 1 airports. Additionally, this position will represent the business related to critical terminal systems, such as Airport Operations Database (AODB), visual/audible paging systems, Baggage Handling System (BHS) operations, and others as applicable.

**Responsibilities include**:

- Responsibility for overseeing common-use self service (CUSS) resources, common-use terminal equipment (CUTE), baggage carousels, gating, and other assets maintained by WAA;
- Has autonomy, discretion, and decision-making authority in the conduct of WAA's business related to Terminal Operations as well as responsibility for the financial management of the department, including budget and monthly monitoring of costs;
- Acts as business system owner for passenger processing technologies and programs, including, but not limited to, Primary Inspection Kiosks (PIK) and NEXUS, SimplifiedArrival, and others as applicable;
- Research, support, and introduce emerging technologies to optimize terminal resources/assets;
- Engage airline and agency stakeholders on contactless processing technology for the purposes of identity verification at various passenger touchpoints, including the integration of biometric technologies;
- Contract oversight for janitorial services, Airport Operations Center, Baggage Operations Center, and Pass Office;
- Oversee the development and implementation of corporate business initiatives;
- Establish and maintain strong relationships with key decision makers in client organizations to foster good working relationships and an understanding of airport issues;
- Provide guidance and leadership to staff, consultants and others in WAA on matters relating to terminal operations;
- Develop business strategies and plans to drive improvements to departmental efficiency and customer satisfaction;
- Build and maintain relationships with relevant WAA stakeholders, host regular and ad hoc meetings, and provide input, guidance, advice, strategic direction, fiscal and resource planning to WAA;
- Negotiate and maintain relevant licenses and contracts, and track and enforce service level standards and key performance indicators related to relevant external service providers;
- Hire, train, develop and coach employees, set and track performance expectations, objectives, goals, and timelines for performance compliance, deliver regular performance feedback, annual appraisals and address, investigate and discuss matters that lead to discipline and/or termination;
- Enforce and otherwise ensure compliance with applicable regulations, including Accessible Transportation for Persons with Disabilities Regulations (ATPDRs), Accessible Transportation Planning and Reporting Regulations (ATPRRs), Air Passenger Protection Regulations (APPRs), and other regulations associated with safety, aviation security, official languages and others;
- Take on MAO shifts when operationally required to do so.

**Selection Criteria include**:

- University degree and/or college diploma in aviation management, business administration and/or equivalent years of experience;
- Budgeting and cost-management skills;
- Strong analytical, quantitative and qualitative skills,
- Previous experience with passenger processing technologies or databases;
- Superior oral and written communication skills;
- Previous management experience, with the ability to motivate others to achieve goals and objectives in a time-sensitive environment;
- Excellent interpersonal skills and the ability to collaborate with cross-functional business partners to achieve results;
- Resourcefulness and the ability to manage multiple initiatives with strong prioritization skills;
- Flexibility and willing to take on additional or new responsibilities;
- Previous experience with resource management systems (RMS), airport operations databases, or asset management software is preferred; and
- Previous experience in continuous improvement methodologies is considered an asset.

Work with us
- Highly competitive salary;
- Full Benefits package of Heal

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