Senior Operations Leader

3 weeks ago

Toronto, Ontario, Canada Porter Airlines Full time

About the Role

Porter Airlines is seeking a seasoned Senior Operations Leader to lead our Agency and Partner Support teams, driving seamless operations and exceptional service for our GDS/e-ticket customers.

This role requires a strong leader with in-depth knowledge of airline operations, GDS systems, e-ticket life cycles, and a proven track record of driving process improvements. The ideal candidate will possess excellent leadership skills, strong problem-solving abilities, and critical thinking skills.

Key Responsibilities

  • Provide strategic guidance to the Travel Agency team and Partner Support team, fostering a culture of excellence and driving business growth.
  • Identify and implement opportunities for process improvement in GDS/e-ticketing operations, ensuring efficiency and quality service delivery.
  • Lead the Interline/Codeshare support team to ensure seamless service for connecting customers, enhancing their travel experience.
  • Collaborate with Airline Partners to attend weekly meetings, ensuring smooth operations for mutual passengers and maintaining strong relationships.
  • Establish and track key performance indicators (KPIs) to monitor and report on team performance, driving continuous improvement.
  • Develop and oversee training standards and curriculum for agency support, ensuring industry-leading service and customer satisfaction.
  • Analyze call data to identify trends and areas for service enhancement, providing actionable insights to drive business decisions.
  • Partner with the Agency Sales team to refine support strategies, stay competitive in the market, and drive revenue growth.
  • Manage waiver processes and policies in partnership with Agency Sales, ensuring compliance and optimal customer outcomes.
  • Coordinate with internal departments to enhance the GDS customer experience, promoting a seamless journey for our customers.

Skills and Qualifications

  • 5+ years of experience in airline operations and GDS/e-ticketing systems, with a strong understanding of industry trends and best practices.
  • Proven leadership skills, with the ability to coach and develop high-performing teams, driving business results.
  • Strong problem-solving abilities, critical thinking skills, and analytical mindset, with expertise in data analysis and interpretation.
  • Excellent communication skills, both written and verbal, with the ability to collaborate effectively with cross-functional teams.
  • Familiarity with industry trends and a proactive approach to identifying opportunities for improvement, driving innovation and growth.

About Porter Airlines

Porter Airlines is a Canadian regional airline founded in 2003, operating a fleet of modern aircraft and serving destinations across North America and the Caribbean. We prioritize exceptional customer service, reliability, and safety, while fostering a positive work environment that values teamwork, innovation, and community engagement.

Salary and Benefits

The estimated annual salary for this role is $120,000-$150,000 CAD, depending on experience and qualifications. Additionally, Porter Airlines offers a comprehensive benefits package, including health insurance, retirement savings plan, paid time off, and opportunities for professional development and advancement.

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