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The Operations Manager – Airports – Haneda (HND) is accountable for the safe, secure, compliant, and customer-focused delivery of Air Canada's airport operation at a complex, highly regulated, 24-hour gateway. Operating within a government-controlled environment with strict regulatory oversight, the role provides strong on-site leadership to deliver results aligned to Air Canada's FlightPath priorities (Safety, Operational Performance, Customer Experience/NPS, and Financial Discipline), while fostering a respectful, inclusive workplace that supports employee engagement, well-being, and positive employee sentiment — enabling teams to perform at their best With Care and Class.

Responsibilities
Safety, Security & Compliance (Safety First, Always)

• Lead the station with Safety First, Always, ensuring all above- and below-the-wing activities are executed in accordance with Air Canada standards, SMS principles, and all applicable regulatory requirements.
• Ensure timely reporting, escalation, and follow-up of hazards, incidents, injuries, and safety events; partner closely with the Branch Safety team and HQ to implement effective corrective and preventive actions.
• Maintain station readiness for government/authority oversight, inspections, and audits; ensure manuals, procedures, and training remain current and compliant.
• Coordinate local Emergency Response and contingency preparedness with HQ, airport authorities, government agencies, ground handlers, and alliance partners; participate in drills and required training.

Operational Leadership within a 24-hour Airport Environment (Resilient & Sustainable Coverage)

• Provide end-to-end operational leadership through clear delegation, rostered leadership coverage, and defined escalation pathways to ensure safe and consistent operations across all shifts in a 24-hour airport environment.
• Act as the accountable station leader during IRROPS (delays, cancellations, misconnections, denied boarding, baggage disruption), ensuring calm leadership, timely decision-making, and consistent execution.
• Maintain strong station governance and day-of-ops discipline, ensuring SOP adherence and consistent operational standards across teams and service partners.

Performance Management (KPI Delivery / Operational Excellence)

• Own and drive station performance against agreed KPIs (e.g., OTP/D0, PAWOB, Ground Operations performance, baggage performance, quality and compliance measures), identifying trends and leading corrective actions.
• Establish a strong operating rhythm with key stakeholders (GHA, airport partners, internal teams) to deliver measurable performance improvements and sustain results.
• Provide structured reporting and early escalation to Regional leadership and HQ, ensuring operational risks are actively managed and mitigations are implemented.

Customer Experience & NPS (Elevate Our Customers / With Care and Class)

• Lead a customer-centric culture aligned to Air Canada service standards and With Care and Class, ensuring customers are informed, supported, and treated with empathy, especially during disruption.
• Drive actions that improve customer outcomes and NPS, focusing on controllable operational levers (queue management, gate discipline, boarding process, baggage delivery, and service recovery consistency).
• Partner with HQ teams and Customer Relations as required for disruption handling, communications, and post-event follow-up.

People Leadership, Employee Engagement & Sentiment (Lift Each Other Up)

• Lead, coach, and develop the station team and local leadership group by setting clear expectations, reinforcing accountability, and recognizing performance in ways that strengthen employee engagement and satisfaction.
• Foster an inclusive, respectful, and psychologically safe workplace where staff feel heard and supported; actively address concerns early through regular check-ins, two-way communication, and constructive coaching.
• Promote sustainable ways of working in a 24-hour environment by supporting fair scheduling practices, fatigue awareness, and appropriate resource planning to protect employee well-being.
• Ensure consistent training, onboarding, competency tracking, and recurrent learning to build confidence, capability, and service consistency across teams.

Commercial & Financial Discipline (Fund Our Future)

• Manage station cost controls and local budget stewardship, ensuring disciplined spending and accurate tracking/reporting.
• Lead operational governance of service providers (ground handling, terminal services, transport/hotel where applicable) to ensure contract compliance, safety, quality, and value.
• Support procurement and contract negotiations by providing operational requirements, performance inputs, and risk considerations to achieve cost-efficient outcomes without compromising safety or service quality.

Stakeholder Management & Representation

• Represent Air Canada at Haneda with airport authorities, government agencies, and operational partners; protect Air Canada's interests while ensuring alignment with local operating requirements.
• Coordinate and maintain effective working relationships with alliance and codeshare partners, ensuring procedures and customer handling standards are correctly implemented.
• Serve as the primary escalation point at station level for operational, safety, customer, and partner issues.

Regional Support & Special Assignments

• Support APAC network initiatives, operational trials, station start-ups/restarts, and internal audits as assigned by Regional leadership.
• Share best practices across stations and contribute to continuous improvement across the region.

Qualifications

• Bachelor's degree or equivalent in a relevant field with at least 2 years of experience in a leadership role and/or experience in the airline industry
• Minimum 5 years of significant experience in the management of ramp operations and safety; Knowledge of AC operations is a plus
• Strong understanding of airport operations and passenger movements
• Ability to manage multiple tactical and strategic projects
• Excellent verbal and written communication skills with the ability to converse with Senior
• Management and high-ranked external figures
• Demonstrate passion for travel

Conditions Of Employment
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements
Bilingual (English and Japanese)

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted