Director Customer Operations Jobs in Quebec (NOW HIRING)

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. The Charter Services Advisor supports the day-to-day operational coordination of Jetz and Charter activities, including catering requirements, in-flight product readiness, vendor coordination, compliance tracking, operational reporting and administrative support. The role acts as a key liaison between internal operational teams, external customers and service providers to support timely execution, issue resolution and continuity of service. Responsibilities: Create, update and distribute Jetz and Charter flight notifications and operational information to internal teams, external customers and service providers using established processes and timelines. Responsible for day-to-day AME, FBO, catering and ground service requirements, monitoring service delivery against defined Jetz and Charter operational standards and escalating issues as required. Support timely execution of flight-specific requirements by gathering information, confirming details, following up with stakeholders and documenting changes in accordance with established procedures. Organize schedule-related updates for Jetz and Charter flights by confirming timing, routing, operational requirements and stakeholder inputs, and escalating schedule changes or conflicts in accordance with established procedures. Review catering requirements with internal stakeholders and external providers to ensure service needs, timing, quantities and operational instructions are clearly communicated and tracked. Identify, document and escalate service delivery issues, safety concerns, operational disruptions or non-compliance matters, and support follow-up actions within defined guidelines. Support a safety-first operating environment by identifying potential hazards or safety-sensitive operational issues, documenting relevant information and escalating concerns promptly through established channels. Liaise with SOC, ACM, IFS and other operational teams to obtain and share detailed information needed to resolve routine or moderately complex operational situations. Track and support DOT Cabotage compliance activities by maintaining records, monitoring requirements and coordinating remedial actions when directed. Compile, verify and maintain monthly fuel, catering, FBO and other operational cost information for reporting, review and follow-up by the Jetz and Charter teams. Assist in cost tracking for Jetz and Charter activities by compiling supporting documentation, validating routine expense information, identifying discrepancies and escalating items requiring review through established financial processes. Support the maintenance and distribution of operational procedures, reference materials, checklists and administrative tools used in Jetz and Charter activities. Provide practical guidance and information to internal stakeholders, crews and service providers on established Jetz and Charter processes, while escalating decisions outside standard practices to the appropriate leader. Qualifications University degree, college diploma, or equivalent combination of education and relevant experience in aviation, business administration, operations management, logistics, hospitality, or a related field. Minimum 2-5 years of experience in airline operations, charter services, flight operations, customer service operations, logistics coordination, hospitality operations, or a related operational environment. Working knowledge of airline operational processes, including flight scheduling, catering coordination, vendor management, ground handling and operational service delivery. Demonstrated ability to coordinate multiple activities simultaneously while meeting operational deadlines in a fast-paced environment. Strong analytical and organizational skills with the ability to review operational information, identify discrepancies and support timely resolution of routine operational issues. Ability to exercise sound judgment when handling operational issues and determining when escalation is required in accordance with established procedures. Effective verbal and written communication skills with the ability to interact professionally with customers, crew members, vendors, service providers and internal operational stakeholders. Proficiency with Microsoft Office applications, including Excel, Word, Outlook and PowerPoint, with the ability to compile reports, maintain records and analyze operational information.(Suggested requirement based on role responsibilities.) Demonstrated attention to detail with the ability to maintain accurate operational, compliance and financial records. Ability to work independently while contributing effectively within a team environment and supporting multiple stakeholder groups. Knowledge of charter operations, private aviation services or airline commercial operations would be considered an asset.(Suggested enhancement based on the role's scope.) 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 Based on equal qualifications, preference will be given to bilingual candidates. 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.