New Posting - Vancouver Airport Authority

YVR is made up of a team of diverse people who are working collaboratively to reach our goal of 29 million passengers by 2020!  We’re innovative, fun, and we invest in our people.  We’re a BC Top Employer for 11 years standing, with high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness!  And we’re looking for someone to join our team.

We have 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: baggage and gate scheduling, service quality and reporting, business analytics, business ownership of capital projects, and management of several Operations contracts.
 

Key responsibilities include:

• Managing multiple important contracts and service agreements (e.g. janitorial, baggage carts, aquarium, waste management indoor plants, pest management, etc.) including: establishing and documenting scope, objectives and deliverables; contract negotiations; performance oversight; auditing; and managing to budget
• Managing the contract for the provision of passenger satisfaction data collection and reporting
• 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 day-of asset allocation for gates, counters, baggage piers and inbound carousels.
• Managing the business ownership of capital projects to ensure delivery to operational requirements.
• Managing all aspects of a multi-million dollar budget
• Managing special projects tied to corporate business strategy and objectives
• Providing support and direction to a large team, both 24/7 shift workers as well as weekday staff – this includes monitoring work efforts and performance, selecting, coaching, motivating and supporting developmental activities, conducting formal evaluations and applying appropriate discipline
• Ensuring the general look and feel of the terminal facilities meet YVR’s high standards.
• Building strong, productive relationships with contract service suppliers to ensure the Airport Authority’s high standards are met.

Key qualifications include:

• At least five years’ operational and management experience, as well as three years’ recent, related experience in airside, airline or airport operations preferred, supplemented by a bachelor’s degree in a relevant field (i.e., Arts, Sciences or Business); or an equivalent combination of training and experience
• 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
• 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 presentations.

This position is open to both Vancouver 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.
Vancouver Airport Authority welcomes applications from all qualified candidates, including women, Aboriginal peoples, persons with disabilities and members of visible minorities. We are happy to provide reasonable accommodations throughout the selection process and while working at YVR.  If you require support applying online because you are a person with a disability, please contact us at 604-303-3152 or careers@yvr.ca. We welcome the opportunity to discuss accommodation of your disability and ensure fairness in our hiring process.