New Posting - Vancouver Airport Authority

The Vancouver Airport Authority has a permanent, full-time opportunity for a Manager, Customer Care Programs.  The successful candidate will manage, oversee and be responsible for a number of functions including: IATA airport schedules planning, baggage and gate scheduling, service quality and reporting, and Operations contract management.
 

Key responsibilities include:

• Managing multiple contracts and service agreements including: establishing and documenting scope, objectives and deliverables; contract negotiations; performance oversight; auditing; and managing to budget
• Managing the contracts for the provision of passenger satisfaction data collection and reporting
• Managing the long-term schedule planning of YVR to support obligations as an IATA Level 3 Coordinated Airport
• Managing the 24/7 operational requirement to handle arriving and departing flights in real-time; this includes: hiring, training and providing oversight of the Baggage and Gate Scheduling team; addressing issues that have the potential to impact service delivery; dealing with carrier needs; and setting rules for gate allocation
• Managing a multi-million dollar cost centre
• Managing special projects tied to corporate business strategy and objectives
• Managing a large team of direct reports, both 24/7 shift workers as well weekday staff

Key qualifications include:

• Completion of a bachelor’s degree in a relevant field (i.e., Arts, Sciences or Business)
• Knowledge of airport systems planning, design and management, as well as airside operations
• 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
• Experience in airside, airline and airport operations with at least five years’ operational and management experience preferred
• Demonstrated excellence in complex 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
• 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.