FBO Operations and Customer Service Director

2 weeks ago

Calgary, Alberta, Canada Sunwest Aviation Full time
About the Role

Sunwest Aviation Ltd. is a leading Western Canadian operator of a diverse fleet of jets, turboprops, and piston charter aircraft. With a strong reputation in the aviation industry, we offer excellent opportunities for advancement.

We are seeking an experienced FBO Operations and Customer Service Manager to oversee our Fixed Base Operations and manage our Customer Service Agents. The ideal candidate will ensure a seamless customer experience at our FBO while maintaining procedural and operational efficiency, financial oversight, and adherence to safety and regulatory standards.

Key Responsibilities
  • Oversee the daily operations of the FBO to ensure efficient and safe service delivery to aircraft and customers.
  • Develop and manage the FBO's budget, oversee billing processes, and implement cost control measures to maximize profitability.
  • Participate in and maintain good standing in our Quality, Health, Safety, Security, and Environment (Q-HSSE) program.
  • Build and maintain strong relationships with customers and local airport administration, actively pursuing new business opportunities.
  • Ensure employees receive appropriate communication and training on safety, customer service standards, company values, and other necessary skills to enhance performance and maximize potential.
  • Oversight of the hiring, training, and management of FBO staff, including scheduling, performance evaluations, and professional development.
  • Manage and improve customer service standards for all pilots, crew, and passengers using the FBO. Ensure high levels of customer satisfaction across the customer touchpoints.
  • Promote a cohesive team culture focused on employee engagement and retention.
  • Actively participate in daily operations to maintain operational efficiency and guarantee exceptional customer experiences.
  • Oversee vendor contracts and performance reviews and provide support for contract negotiations when required.
  • Maintain effective communication with company management and other stakeholders. Prepare and present regular reports on FBO performance and strategic development.
  • Liaise with facility and vehicle stakeholders and managers to ensure the FBO facilities, trucks, ground service equipment, tools, lounges, etc. meet the needs of the FBO.
  • Monitor internal and 3rd-party audit processes, ensuring timely resolution of all audit findings.
  • Ensure ground operations comply with aviation regulatory authorities and standards, including those of suppliers and customers (as required).
  • Negotiate and manage contracts with vendors and service providers, ensuring optimization.
  • Conduct ongoing competitive analysis of the market landscape, including pricing, service offerings, and industry trends.
Requirements
  • Bachelor's degree in Business, Aviation Management, or a related field is required.
  • Standard First Aid & CPR/AED certification (preferred).
  • 3-5 years of progressive management experience within an FBO or aviation environment.
  • Strong operational logistics planning skills.
  • In-depth knowledge of FBO operations, including fuel services, hangar management, and customer service.
  • Experience in financial management, including budgeting, forecasting, and expense control.
  • Expertise in managing regulatory compliance with aviation, environmental, and safety standards.
  • Excellent customer service and interpersonal skills with the ability to establish and maintain relationships with customers and airport authorities.
  • Proficiency in Microsoft Office (Word, Excel) and web-based applications at an intermediate to advanced level.
Competencies
  • Demonstrated ability to lead, motivate, and manage a team while fostering a culture of service excellence.
  • High sensitivity and attention to detail when delivering world-class customer service; esthetically minded.
  • Strong empathetic and active listening skills in various situations.
  • A deep commitment to ensuring the team consistently delivers high-quality customer service.
  • Ability to identify and develop 'future leader' employees as part of succession planning and retention efforts.
  • Strong written and verbal communication skills to effectively present information and address inquiries or complaints.
  • Strong problem-solving skills, with the ability to analyze complex issues, exercise sound judgment, and make decisions in a fast-paced environment.
  • Ability to travel occasionally to attend business events.
  • Capacity to work in both office and airside conditions.
  • Adhere to the safety accountabilities as per Sunwest's Safety Management System manual.

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