In-flight Service Station Operations Control Manager

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

Reporting to the Director, IFS Operations System, the incumbent provides In-Flight representation within the Station Operation Control Center (STOC) to ensure that the day of operation flights are in compliance with the safety, regulatory and onboard product delivery standards.

The In-Flight STOC Manager directly impacts the customer service experience by supporting front-line cabin crew and ensuring On-Time performance. The In-Flight STOC Manager will display strong leadership skills while in STOC, supporting crew via telephone. The incumbent provides the cabin crew with the necessary tools to provide service excellence to our customers onboard efficiently and consistently.

The In-Flight STOC Manager will also oversee On-Time Performance (OTP) compliance with focus flights, start-up flights, and critical flights, etc.

**Responsibilities**:
**Safety First/Operational Leadership**
- Understanding, following and promoting Air Canada’s safety first, always culture & ensuring a safe environment for our customers and colleagues (cabin crew).
- Ensure that risks related to Safety and Security and OTP are addressed, root cause identified, and corrective measures implemented.
- Collaborate with Cabin Crew Managers, IFX managers and frontline cabin crew to ensure that Safety, Security and SOPs are observed by monitoring the operation via the In-Flight STOC desk.
- Responsible for on-the-spot coaching to address corrective measures to ensure safety effectiveness while maintaining OTP.
- Ensure compliance with standards of IOSA, SMS, Transport Canada and other applicable authorities such as CBSA, USCBP and GTAA.
- Anticipate and identify safety, security, service, and operational problems, and resolve them with the Cabin Crew Managers and Performance Managers while maintaining the focus on safety and OTP.
- Responsible for the handling and resolution of issues that occur on day-of-flight involving cabin crew. Report all findings of the investigation to IFS Performance team via the four bases (YVR, YYC, YYZ, YUL). Provide on-the-spot coaching to Cabin Crew as required.
- Accountable to ensure on-board catering is provisioned to specification through liaison with Catering.
- Liaise with Crew Scheduling to locate missing cabin crew and to obtain critical flight information regarding crew legality issues.
- Accountable to coordinate with USCBP/Canada Customs to obtain pre-clearance for cabin crew and flight operations crew who operate transborder turns.
- Investigate all delays assigned to In-Flight Service and challenge, when necessary, with a focus on reversing delays unfairly assessed to In-Flight Service to maintain monthly targets.
- Collaborate with the Operation Managers across all crew bases to consistently challenge incorrectly coded delays.
- Provide findings and possible recommendations to management on areas to improve OTP (service compliance, performance management, continuous improvement).
- Subject matter expert in ePub knowledge and Tarmac guidance.
- Prepare daily synopsis on operational performance, two times daily.
- Build a strong relationship with the Airports team, particularly with Customer Service Experience Managers, to achieve OTP.
- Manage, monitor and coordinate various activities and processes to achieve excellence in the areas of safety and operational standards.
- Effectively communicate the rationale of the company policies, procedures, and product on-board and during layover. Act as a direct liaison between front-line cabin crew and the IFS Customer Experience management team.
- Assist with irregular operations, STOC Operations, any other operational contingencies set by Airport, Government Regulations and Air Canada.
- Understanding our internal and external customers by anticipating needs and delivering them on promises.
- Build and nurture trusting relationships. Foster employee development by empowering, coaching and supporting our Cabin Crew to be their very best.

**Qualifications**
- A postgraduate degree in a relevant field (e.g., Aviation Management, Travel/Tourism, etc.) or equivalent years of experience.
- A minimum of 3+ years of Airline operations experience, in-flight service experience is preferred.
- Possession of a valid Restricted Area Identity Card (RAIC) is required.
- Previous experience in the airline and/or hospitality industry is an asset.
- Strong knowledge of safety, service standards, and unionized environments.
- Highly adaptable and flexible to support a 24/7 operation.
- Able to work shifts and adapt for flexible schedule changes.
- Experience in leading, motivating and coaching.
- Successfully complete the Flight Attendant training program and maintain qualifications.
- Excellent interpersonal, conflict resolution, and c