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Manager, Airport Operations Process Excellence

Location: Trinity
Company: Porter Airlines
Hours: Full time

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The Manager, Airport Operations Process Excellence is a member of the Airport Operations leadership team that is responsible for Porter’s passenger service and ground handling.

The Manager designs and continuously improves the processes and procedures for all aspects of Porter’s airport operations, including passenger service, ramp operations, and aircraft catering. Is accountable for designing and improving processes and procedures that enable consistent, reliable, and safe operations and passenger service execution to defined standards. Identifies barriers and improves processes and procedures to reduce airport-controlled delays and works cross-functionally to reduce uncontrollable delays. Investigates safety hazards/incidents and implements corrective action process and procedure changes to achieve a safe and accident-free operation. Regularly engages with leaders and team members to foster their commitment to Porter’s success. Meets defined financial performance targets. Constantly seeks ways to drive operational efficiency while supporting team members and passengers.

Works cross-functionally and with stakeholders outside the Porter organization to ensure processes and procedures are well designed to account for safety, reliability, service, and commercial objectives, varying operating environments, and resource constraints to enable the team to achieve targets and metrics. Designs and implements processes and procedures that are scalable and with a digital first approach that favours passenger self-service via Porter’s mobile application. Designs all processes and procedures to work in an environment that includes a blend of insourced and outsourced stations, with the majority of stations being outsourced.

Is responsible for building and sustaining a high-performance culture of teamwork and commitment to service and operational reliability throughout Airport Operations, with significant focus on actively developing the process improvement culture and capabilities of the department’s leadership team.

The Manager is regularly engaged in airport operations across the network, with a focus on observing procedural execution in the live environment to identify improvement initiatives.

  • Develops and continuously improves Porter’s passenger handling operations and service processes and procedures.
  • Develops and continuously improves Porter’s ramp handling operations processes and procedures.
  • Develops and continuously improves Porter’s catering operations processes and procedures.
  • Designs processes to be scalable and digital in nature. Brings forward digital solutions to close process and operations technological gaps. Works with the Technology team to close these gaps.
  • Investigates safety hazards / incidents and implements corrective actions through process and procedural changes.
  • Identifies process and procedural barriers that interfere with the execution of a safe and reliable operation.
  • Champions the Airport Operations continuous improvement function to achieve excellence in safety, reliability, and service and to achieve our commercial objectives.
  • Collaborates with the other operational departments (Flight Ops / In-Flight / SOCC / Tech Ops / Porter FBO) to ensure processes and procedures are aligned and support safety, reliability, and service objectives.
  • Collaborates with the other commercial departments (Revenue Management / Information Systems and Technology / Digital, Loyalty, and Solutions Delivery / Marketing / Communications) in order to operationalize commercial objectives and product offering.
  • Collaborates with the Learning and Development department to design training for team members.
  • Collaborates with the Standards and Quality Assurance team to develop processes for compliance standards checks
  • Updates, maintains, and controls the Customer Service Operations Manual (CSOM), Ramp Operations Manual (ROM), and Catering Operations Manual (COM).
  • Collaborates with contracted ground handlers to ensure processes are able to withstand the diversity of their environments and resources while still achieving Porter’s objectives.
  • Provides and maintains a framework for the ongoing operational reliability reviews with station and department leaders to maintain operational performance and identify trends for corrective action.
  • Observes and monitors procedure execution in the live operation to identify procedural barriers, procedural compliance, and procedural improvement opportunities.
  • Conducts regular (quarterly) reviews of department team members, including objective setting, performance evaluation, and professional development plans. Recognizes successes, builds action plans for opportunities.
  • Handles special assignments related to business development, long range planning and other strategic opportunities
  • Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for airline’s mission critical roles
  • Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy

  • Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

  • Teamwork: Working collaboratively with others to achieve organizational goals.

  • Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

  • Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

  • Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

  • Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

  • Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.

  • Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.

  • People Leadership: Assuming a leadership role in helping others achieve excellent results.

  • Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

  • University degree
  • 5 - 10 years operations management / process development experience
  • Six Sigma Black Belt / Lean Six Sigma / Kaizen facilitator designations
  • Technologically savvy
  • Excellent interpersonal and leadership skills
  • Able to effectively plan and manage resources
  • High standard of personal integrity
  • Superior oral and written communication skills
  • Proficient in Google office suite
  • Able to hold all required security clearances
  • Able to communicate and correspond clearly and precisely in English
  • Mandatory COVID-19 Vaccination

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and Twitter.

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