New Posting - Vancouver Airport Authority

The Vancouver Airport Authority has a full-time term/acting assignment opportunity (one year) for a Manager, Customer Care Programs (with a focus on airline client relations).  The successful candidate will be responsible for managing airline client relations, Above-wing Ground Handling and YVR’s Terminal Electric Vehicle Operations (TEVOP) program. 

Key responsibilities include:

• Managing airline (and other related) tenants with day-to-day and medium-term airport operations issues in order to ensure continued and improved levels of satisfaction, and that mutual obligations are met
• Supporting and liaising with Airport Operations and other internal departments with airline client related issues
• Acting as lead for the operational elements of a new airline onboarding (or departing)
• Managing complex, and often competing, relationships and demands amongst air carriers and related partners and suppliers
• Overseeing the Above-wing Ground Handling contracts and administering the related Airport Use License
• Managing and monitoring the TEVOP program
• Managing special projects tied to corporate business strategy and objectives
• Providing support and direction to a team of two Airline Client Representatives including: monitoring work performance, hiring, coaching, motivating and supporting developmental activities, conducting formal evaluations and applying appropriate discipline

Key qualifications include:

• Completion of a bachelor’s degree in a relevant field (i.e., Arts, Sciences or Business)
• Experience in airline and airport operations; a minimum of five years’ operational and management experience preferred
• Proven ability to think strategically, with experience developing, interpreting and executing on strategy, and managing the day-to-day tactical execution of strategies and programs
• Exceptional ability to build and manage complex internal and external relationships and resolve conflicts, collaborating constantly to leverage influence while drawing on appropriate teams and resources to complete tasks
• Demonstrated experience working with diverse customer and stakeholder segments, and negotiating and balancing competing priorities and interests
• Demonstrated experience in budget management, contract management, service quality analysis and document writing
• Strong people and performance management skills and experience, with the ability to inspire and motivate while directing, delegating and disciplining as appropriate
• Proven organization, time management and prioritization skills
• Skills and experience in public speaking and public relations

This position is open to Airport Authority employees and external candidates.  Previous job performance will be taken into consideration for all internal candidates that apply for this position.

As part of our recruitment process, short-listed candidates will be required to take part in a management assessment process.

We are committed to employment equity and welcome applications from everyone, including women, aboriginal peoples, persons with disabilities and members of visible minorities.