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**Airport Operations Director**

1 month ago

Richmond, British Columbia, Canada Paladin Airport Security Services Full time
Key Responsibilities

As a key member of the Senior Leadership Team, this role will be responsible for maintaining strong working relationships with first line supervision, Screening Officers, and the counterpart Manager of Service Delivery within CATSA.

The Director, Operations will be an important source of information used to adjust our People and Culture practices from a talent acquisition, and a training and development perspective.

This includes:
  • Be the eyes and ears on the floor for the Senior Leadership Team.
  • Maintain operational excellence to ensure operational objectives as set out in the SLAs are met.
  • Monitor performance of Operations Managers in regard to the efficiency and effectiveness of screening operations.
  • Provide leadership, mentoring, and support to Operations Managers.
  • Lead performance reviews for Operations Managers.
  • Exercise an innate understanding of customer service excellence and be able to respond to complaints as they are escalated and provide support where required.
  • Be expertly trained and proficient in performing emergency and/or incident response when escalations are required.
  • Collaborate with our Operations Centre, Compliance, and Training Departments to provide guidance and feedback on continuous improvement.
  • Build and maintain strong working relationships with employees and key stakeholders, including CATSA and Union representatives.
  • Align all operational screening roles with Paladin's CARE culture to drive continuous improvement, accountability, respect, and excellence.