Customer Operations Manager

1 month ago


Iqaluit, Nunavut, Canada Canadian North Full time
Job Summary

The Operations Coordinator is responsible for supporting the execution of day-of-flight operations. Decisions will be made with a focus on safety and on-time performance. The Operations Coordinator works with various internal and external stakeholders to ensure smooth operations.

Key Responsibilities
  • Monitor day-of-flight schedules and determine impact on operational teams.
  • Liaise between OCC and operational teams to develop contingency and recovery plans.
  • Coordinate operational support requirements between flight crews, flight dispatch, and airports.
  • Prepare daily reports and operational status updates.
  • Complete checklists and provide comprehensive briefings during shift changes.
  • Monitor AIMS/SABRE, SROP, and incoming calls to provide timely communication and ground support.
  • Monitor flight delays, cancellations, weather advisories, and other operational constraints.
  • Manage aircraft stand assignments with external stakeholders and operational teams.
  • Monitor and report on delays.
  • Liaise with Flight Crews, Flight Dispatch, Airports, and Emergency Responders to ensure emergency medical assistance is provided.
  • Ensure operational teams are aware of special handling requirements.
Requirements
  • High school diploma or equivalent related work experience.
  • 1 year of previous related experience combined with 1 year of supervisory experience.
  • Working knowledge of the Sabre Computer System.
  • Possess a knowledge of passenger check-in and baggage handling.
  • Solid knowledge of passenger service, ticket counter related procedures, and airport functions.
  • Strong Leadership skills.
  • Excellent Customer Service Skills & training.
  • Fluently bilingual in English and French or English and Inuktitut considered an asset.
  • Must be familiar with all aspects of paperwork/documentation for all passenger service functions.
  • Solid organizational skills, problem solving skills, decision making skills, and prioritizing skills.
  • Strong interpersonal and communication skills for internal and external customers.
  • Working knowledge of Windows, Excel, and Word.
  • Must possess strong communication, and interpersonal skills.
  • Experience in handling passengers with mobility needs.
  • Willing to assist in all areas of passenger services.
  • Willing to work irregular hours, including weekends, holidays, and shift work.
  • Must obtain TSC radio license.


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