Manager, Hub Operations

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The Manager, Hub Operations reports to the Director, Hub Operations and is accountable for the Day of Operations at the Toronto (YYZ) Cargo Hub, with additional pre-planning oversight for the 1-to-3-day operating horizon. The role ensures the safe, compliant, and efficient execution of hub activities including cargo handling, warehouse management, workforce deployment, freighter operations, and service delivery by implementing and adjusting the operating plan set by the Director. The Manager also maintains a reporting relationship with the Manager, Operations Control Center to align day-of execution with real-time and near-term priorities, including disruption recovery, escalation, and resource coordination. The role is responsible for safety and security in day-to-day operations, including interactions with suppliers, shippers, and other stakeholders.

The position leads a team of Cargo Operations Managers and front-line employees, drives operational and financial performance against station and corporate KPIs. This position serves as a primary operational interface with internal departments, external service providers, and regulatory agencies.

Responsibilities:

Key Functions: Safety

• Supervise all warehouse and airside operational activities, ensuring the safety and security of Hub Operations.
• Support the hub in generating reactive and proactive safety reporting.
• Conduct investigations on all safety-related incidents or accidents.
• Manage day-to-day operations at the YYZ Hub in accordance with SMS and other applicable authorities, including close partnership with airport safety.
• Ensure Safety, Security, and Service standards are observed, monitored, and practiced consistently, including application of Emergency Response and Environmental Plans and regulatory compliance.
• Manage SMS and implement/monitor corrective actions addressing hazards and safety concerns for the area under supervision.
• Conduct regular self-audits; where vulnerabilities are identified, ensure root cause identification and implementation of corrective measures, including verification of effectiveness.
• Ensure compliance with IOSA, SMS, and other applicable regulatory standards.
• Allocate operational material, human, and financial resources and apply policies to ensure the safety and security of operations.
• Retain ownership of safety for the YYZ Hub.

Main Responsibilities

• Manage all facets of Hub Operations performance at the Toronto (YYZ) Hub leading the team of Cargo Operations Managers (COMs).
• Own the Day of Operations for all YYZ Hub Operations, implementing and adjusting the day-of plan set by the Director, Hub Operations to ensure operational integrity and achievement of operational targets.
• Maintain a dotted-line relationship with the Manager, Operations Control Center; align day-of execution with real-time and near-term priorities, share operational updates, escalate disruptions, and support recovery plans.
• Contribute to the development and implementation of short-, medium-, and long-term hub strategies.
• Identify and implement continuous improvement initiatives related to the customer experience.
• Facilitate and interact with internal and external customers regarding hub operational requirements in Toronto.
• Develop solid relationships with all hub departments and work collectively to achieve hub objectives.
• Drive frontline employees to consistently deliver effective Hub Operations management and work toward station and company KPIs, including but not limited to safety compliance, procedural integrity, On-Time Performance (OTP), and CargoIQ.
• Anticipate, identify, and resolve service and operational problems.
• Work in collaboration with the Director, Hub Operations, providing information and continuous updates on operational demands.
• Establish and enforce clear performance expectations and accountability for the team.
• Ensure timely communication of operational issues to all stakeholders, including the Director, Hub Operations, Customer Experience Team, and Commercial team.
• Manage processes to encourage and obtain ongoing feedback from employees to identify concerns.
• Effectively liaise and cooperate with other departments and suppliers on an ongoing basis to meet service and operational requirements.
• Responsible for overall service levels and customer experience.
• Be proactive in supporting succession planning and management development.
• Promote and manage a corporate culture of accountability and ownership.
• Participate in the development and enhancement of corporate and hub initiatives.
• Implement and direct the strategic vision to drive improved results.
• Ensure alignment of corporate and branch goals.
• Provide the necessary resources, tools, and communication strategies to optimize customer service and operational performance.
• Foster effective business relationships with external service providers and agencies such as Transport Canada, CBSA, and the GTAA.
• Analyze trends and statistics for performance efficiencies and effectiveness.
• Drive accountability for revenue enhancement and cost containment.
• Influence and maintain cooperative working relationships with Airports and GSE departments.

Engagement

• Participate in ongoing employee communication sessions and daily Leads/Staff meetings.
• Foster and maintain relationships with IAM representatives and leadership.
• Communicate with staff regularly to keep them up to date and knowledgeable about new products, performance and operational issues, and branch objectives.
• Provide leadership to Hub Operations staff to ensure implementation, maintenance, and improvement of procedures and processes to achieve or exceed customer service level and performance standards.
• Recognize and acknowledge employees who consistently deliver service excellence and hold employees accountable for performance failures.

General

• Lead the development and execution of the Operations Control Centre and proactive management plan in alignment with the Manager, Operations Control Center.
• Meet and exceed operational customer service targets for the Toronto Hub in a safe and cost-effective manner.
• Implement process change and procedural improvement.
• Seek and communicate opportunities for cost control, including exercising risk management.
• Promote and ensure improved on-time departure performance for the Toronto Hub.
• Mitigate delays and assist in improving OTP.
• Lead the team of Cargo Operations Managers, including day-of execution, succession planning, performance, safety, and attendance.
• Identify and recommend enhancements and changes to processes and procedures to better support the operation while providing internal and external customer
  service standards.

• Work in close partnership with the Airport Safety Team, Airport Authority, third-party vendors, and other airport tenants to meet operational requirements.

Knowledge / Skill Requirements:

• Bachelor’s degree in Supply Chain, Logistics, Aviation Management, or related field; 5+ years in air cargo operations.
• Expertise in Lean/Six Sigma methodologies (VSM, PDCA, 5S) and cargo management systems
• Proven ability to manage high-pressure scenarios, prioritize critical incidents, and lead cross-functional teams during disruptions.
• Strong analytical skills with experience in real-time data monitoring, KPI dashboards, and predictive modeling for operational planning.
• In-depth knowledge of IATA regulations, customs protocols, and airline cargo handling standards.
• Proficiency in MS Office (Advanced Excel, Power BI) and collaboration platforms (e.g., Teams, Slack).
• Exceptional communication skills to engage with internal/external customers, ground staff, senior leadership, and international partners.

• Flexibility to work rotating shifts, weekends, and travel as required.
  
  Experience:

• 3+ years in supervisory roles within cargo operations, with a focus warehouse/airside environment.
• 3+ years leading process improvement projects in aviation logistics or related fields an asset.
• Demonstrated experience in crisis management and decision-making under pressure, preferably within airline or cargo sectors.

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.