Please note: This position is not eligible for remote work under our hybrid work policy.
General Manager, YUL AirportDescriptionThe General Manager, Quebec (GM) is responsible for executing the strategic and operational plan across WestJet's Quebec airport operation, encompassing YUL, YQB and YBG. Accountable for the overall leadership and performance of these stations from both an internal and external perspective, the GM will represent and influence stakeholders with a focus on Safely Performing On Time (SPOT), developing and supporting airport leaders, delivering a remarkable guest experience, and aggressively managing costs.
The GM will be an enthusiastic and genuine leader who champions an environment where leaders and contracted service partners are empowered and accountable to deliver safe, reliable and exceptional operational results across the Quebec network.
Key Deliverables Include:- Ensure safety is the first priority by establishing a strong safety culture across YUL, YQB and YBG and ensuring WestJet leaders and contracted service providers consistently adhere to safe work practices, policies and procedures.
- With a continual focus on SPOT, create and maintain an environment that enables the achievement of aggressive operational goals, guest satisfaction targets and business objectives across all three Quebec airports through strong, dynamic and effective leadership teams.
- Be accountable for performance related to safety, operational KPIs, guest satisfaction, employee engagement and contracted service provider performance across YUL, YQB and YBG.
- Develop and maintain strong collaborative relationships with Inflight, Flight Operations, Tech Ops and other internal partners to ensure Quebec airport operations work together toward common business objectives in a non-silo environment.
- Be accountable for the performance of contracted ground handlers and other airport service providers, including safety, operational KPIs, guest experience, adherence to WestJet standards and procedures, and alignment with WestJet values.
- Develop and maintain an annual safety and operational plan with airport leadership, including emergency response preparedness, audit requirements, operational risk management and continuous improvement initiatives.
- Model, guide and motivate airport leaders to achieve priorities and take actions that support WestJet's Mission, Vision and Values.
- Develop and manage the annual Quebec airport business plan, supporting corporate and Airports strategic plans, budgets and key performance indicators.
- Establish clear performance expectations for airport leaders and contracted service providers, monitor results and implement corrective actions where performance does not meet WestJet expectations.
- Represent WestJet at a senior level with airport authorities at YUL, YQB and YBG on strategic initiatives, operational planning, infrastructure development and other matters affecting WestJet's interests.
- Attend Airport Consultative Committee (ACC) and other relevant airport/community meetings and build strong relationships with airport authorities, government agencies, airline partners and other industry stakeholders across Quebec.
- Strongly represent WestJet's interests at a senior level with external agencies and business partners, including CATSA, CBSA, airport authorities, contracted service providers and other key stakeholders.
- Understand key people and leadership issues across the Quebec airport operation and develop action plans that strengthen leadership capability, engagement, accountability and organizational effectiveness.
- Maintain a visible leadership presence across YUL, YQB and YBG, regularly engaging with airport leaders, contracted service providers and operational teams to understand the operation and identify opportunities for improvement.
- Recognize and celebrate the achievements of WestJet leaders and contracted service partners who contribute to a safe, reliable and remarkable guest experience.
- Build relationships through open and honest communication, focusing on the development of direct reports through motivational coaching, mentorship and clear performance expectations.
- Manage the business vertically and horizontally to ensure messaging and priorities from senior leaders are delivered consistently and in a timely manner across all Quebec airport operations.
- Drive consistency in operational standards, leadership practices and performance expectations across YUL, YQB and YBG while recognizing the unique operational requirements of each airport.
- Proactively identify operational, financial, safety and customer experience risks across the Quebec network and lead appropriate mitigation and improvement strategies.
Experience and Qualifications:- 7+ years leadership experience required in a customer service and operations-focused environment.
- Minimum 5 years business leadership experience in a large-scale operation with significant internal and external dependencies and relationships, including experience leading through multiple leaders and/or contracted service providers.
- Proven track record leading teams and business operations to deliver superior customer service and operational results in a complex, high-volume environment.
- Proven experience managing and influencing contracted service providers and holding business partners accountable to established performance, safety and service standards.
- Possess strong business acumen in order to develop and deliver business plans, budgets and performance objectives.
- Track record of developing effective leadership teams and building a culture of accountability, engagement and continuous improvement.
- Post-secondary education with a business application is required.
- Proven track record in leading complex business operations with multiple stakeholders and competing priorities.
- Excellent ability to multitask and manage changing priorities across multiple locations.
- Ability to manage and develop multiple leaders simultaneously.
- Strong communication, relationship-building and influencing skills, with the ability to represent the organization effectively with senior internal and external stakeholders.
- Proficient in PC-based applications, including Microsoft Word, Excel, Outlook and other business planning and reporting tools.
- Comfortable presenting materials, business plans and performance reports to Director-level leaders and above.
- Ability and willingness to travel regularly between YUL, YQB and YBG as required.
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we're a great fit? Apply now!
