New Posting - YVR

Senior Program Analyst (Term) - Customer Care Department
Vancouver Airport Authority - Vancouver, BC

The Vancouver Airport Authority has a full-time term opportunity (to May 2017) for a Senior Program Analyst in the Customer Care Department. Reporting to the Manager, Customer Care – Guest Relations, the successful candidate will be a key member of the Operations team. Key responsibilities include: Performing detailed analysis using such tools as computer modelling and simulations, interpreting and evaluating business processes for efficiency and customer service, and implementing changes that directly impact airport operations and the customer experience Evaluating current operational standards, services, programs, policies and procedures, and implementing strategies to improve current practices Providing oversight, developing and documenting program operational plans for terminal and customer care operations; including universal access Providing project management expertise Working in a multi-team environment, building and maintaining positive and effective relationships with air carriers, government agencies, contractors and other Airport Authority departments Participating in incident investigations Participating in Emergency Operations, as required Key qualifications include: Bachelor’s degree Experience in aviation and universal access is an asset Adaptable with the ability to work in a fast-paced, ever-changing environment Strong analytical skills, sound judgment and the ability to formulate decisions often without established guidelines Advanced MS Excel and computer skills including demonstrated experience with computer modelling Ability to provide strong leadership in all types of situations Proven project management skills A commitment to customer service excellence combined with the ability to work within regulatory and industry demands Excellent communication and interpersonal skills with the ability to negotiate and mediate situations with diplomacy Demonstrated organizational and time management skills including a proven ability to work with minimal supervision This position is open to both Vancouver Airport Authority employees and external candidates. Previous job performance will be taken into consideration for all candidates that apply for this position. We are committed to employment equity and welcome applications from everyone, including women, aboriginal peoples, persons with disabilities and members of visible minorities. For further information, or to apply, please click here