Job Summary

The Station Manager (YHU) is a member of the Airport Operations leadership team. They are responsible for the execution of Porter aircraft turnarounds, passenger service experience, station services, team member experience, and oversight of Porter's commercial matters and third-party relationships at the station.

The Station Manager is responsible for the consistent execution of station operations, in accordance with safety, operational, passenger service, and employment standards. Their role is to identify and eliminate obstacles to prevent controllable delays at the station and to work cross-functionally to reduce controllable and uncontrollable system delays. They work diligently to ensure safe and accident-free operations. They regularly collaborate with leaders and team members to ensure Porter's success. They achieve financial performance objectives. They constantly seek ways to improve operational efficiency while supporting team members and passengers.

They work cross-functionally and with stakeholders outside the Porter organization to ensure team members have the tools, training, processes, and resources needed to achieve team goals.

They are responsible for maintaining a high-performance culture focused on teamwork and commitment to service and operational reliability throughout the YHU station, with an emphasis on actively developing the leadership capabilities of group managers and supervisors.

The Station Manager ensures the presence of the station management team seven days a week, and management actively participates in station operations during peak hours and during operational anomalies.

Duties and Responsibilities

• Lead and manage YHU passenger services functions. Work closely with all station team members to provide passengers with a consistent experience, in accordance with service standards, and to achieve expected aircraft turnaround performance, in accordance with safety and operational standards. Work across the organization to eliminate obstacles so that team members are able to properly provide these fundamental station services to passengers.
• Lead and manage YHU ramp activities. Work closely with all station team members to ensure consistent execution of safety and operational procedures, to meet aircraft turnaround and baggage service standards. Exercise diligence in maintaining a safe and accident-free environment. Work across the organization to eliminate obstacles so that team members are able to perform fundamental tarmac duties.
• Establish weekly schedules to ensure a 7-day-a-week station management presence (supervision of operations and passenger interactions at the check-in counter, boarding gates, and on the ramp), especially during peak passenger hours; management schedules must align with established operational engagement expectations for 65% of the day and for 80% of the day for supervisors.
• Actively participate in operations, passenger interactions, and team member coaching at the check-in counter, boarding gates, and on the ramp (65% of the day) and more if key operational, service, and safety metrics do not consistently meet expectations.
• Manage the local administrative support team to meet the station's administrative support needs. Provide cross-training in administrative support to strengthen the customer service team during extreme operational anomalies, staffing shortages, and off-season activities.
• Work closely with the Manager, Airport Operations Analysis, the Manager, Learning and Development, and the People and Culture division team to proactively manage all aspects of team member resources to maintain the trained workforce necessary to support operational reliability and service objectives, while ensuring the most efficient resource planning possible, considering budgeted labor costs.
• Actively strive to maintain healthy levels of team member engagement.
• Work with Porter's GSE maintenance team and third-party vendors to ensure ground service equipment (GSE) is well-maintained, safe, and reliable to support station operations. Develop short- and long-term plans for the air fleet, including operational budgets and capital expenditures.
• Conduct regular (weekly) reviews of operational metrics and activities with airport operations senior management to maintain operational performance, identify corrective action trends, and proactively manage human resources issues. Establish and monitor station audit practices to ensure compliance with service, reliability, safety, and regulatory standards and guidelines.
• Conduct regular (quarterly) reviews of station performance with airport operations senior management, including goal setting, performance evaluation, and professional development plans. Recognize successes, develop action plans to seize opportunities, and manage the talent pool for leadership roles to plan for succession.
• Conduct business cases for investments needed to achieve and maintain operational performance.
• Collaborate with the learning and development department to support the training of YHU team members.
• Establish and maintain a climate that attracts, retains, and motivates top talent; ensure appropriate succession planning and talent development for positions critical to the airline's mission.
• As part of regular daily operations, collaborate with station leaders (trainers/managers/supervisors) in operations to develop talent skills, including operational decision-making, leadership effectiveness, critical thinking, adherence to standards, and problem-solving.
• Actively participate in Porter's safety management system, including reporting hazards and incidents encountered in daily operations; understand and promote the company's safety policy.

Behavioral Competencies

• • Safety Focus: Identify dangerous or potentially dangerous situations and take appropriate action to maintain a safe environment for self and others.
  • Teamwork: Work collaboratively with others to achieve organizational goals.
  • Passenger and Customer Service: Provide an unparalleled experience to internal or external customers (passengers).
  • Initiative: Proactively and persistently manage situations and problems by seizing opportunities.
  • Results Orientation: Focus efforts on achieving high-quality results in accordance with company standards.
  • Communication Focus: Listen and communicate openly, honestly, and respectfully with different audiences, promote dialogue, and seek consensus.
  • Demonstrate Integrity: Treat others fairly, honestly, and respectfully, reinforcing the organization's integrity and its trusted relationships with team members and the wider community.
  • Inspire Others: Stimulate and inspire others to strive for excellence and commit to achieving common goals and objectives, to create in them a sense of self-efficacy, resilience, and perseverance.
  • Personnel Management: Play a leadership role to help others achieve excellent results.
  • Promote Change: Recognize the need for change, be open to new ideas and methods, and promote transformational change within and beyond the organization.

Qualifications

• University degree
• Ten years of customer service or station service experience.
• At least two years of leadership or management experience.
• Ability to lead under pressure.
• Ability to effectively plan and manage resources, schedules, and personnel.
• Excellent oral and written communication skills.
• Excellent interpersonal and leadership skills.
• Proficiency in Google Office Suite.
• Flexibility regarding work schedule and ability to work an irregular schedule.
• Initiative and proven personal integrity.
• Ability to obtain and hold all required security clearances.
• Bilingualism (French and English) required.

Company Description

Since 2006, Porter Airlines has been elevating the economy experience for every passenger by ensuring a warm welcome focused on style, attention, and charm. Its fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including the coast-to-coast Canadian network, the United States, Mexico, the Caribbean, and Central America. Headquartered in Toronto, Porter Airlines is an official 4-star airline in the World Airline Rankings™. Visit www.flyporter.com/fr-ca/ or follow @porterairlines on Instagram, Facebook, and X.