The Operations Manager – Airports supports the local operations in improving the Air Canada customer experience at Narita Airport.

This position is suitable for someone with strong customer service skills who is interested in developing a broader career in airport operations and customer experience.

Safety, Security & Compliance (Safety First, Always)

Support safe, secure, and compliant customer-facing operations in line with Air Canada procedures, local airport requirements, and applicable regulations.Promote Safety First, always in daily customer service activities.Report and escalate customer safety concerns, service irregularities, and compliance issues in a timely manner.

Support daily customer-facing operations at Narita, including check-in, gates, boarding, arrivals, baggage claim, and service recovery.Coordinate with ground handling partners, airport teams, and internal stakeholders to support smooth customer handling.Provide support during peak periods, irregular operations, delays, cancellations, and other customer service disruptions.Escalate operational issue to the Operations Manager, Narita or appropriate leader when required.

Monitor customer experience indicators such as NPS feedback, complaints, queue management, boarding experience, baggage issues, and service recovery outcomes.Identify recurring service gaps and customer pain points.Summarize trends and observations to help improve service consistency and station performance.

Support a consistent, caring, and customer-focused airport experience aligned with Air Canada service standards.Help ensure customers are informed, supported, and treated with empathy and professionalism, especially during disruptions.Support service recovery for delays, cancellations, misconnections, denied boarding, baggage disruption, and other customer issues.Review customer feedback and recommend practical actions to improve customer outcomes and NPS.

Support coaching and communication with customer-facing teams and ground handling supervisors.Help improve service consistency, customer communication, and frontline confidence.Recognize positive customer service behaviors and share good practices with the team.Help create a respectful, supportive, and team-oriented working environment.

Support efficient customer-facing processes by helping reduce avoidable service failures, network, and customer disruption.Identify recurring service issues that may impact cost, efficiency, or customer satisfaction.Review service provider performance from a customer experience perspective.Share practical improvement ideas that support both customer satisfaction and operational efficiency.

Maintain positive day-to-day working relationship with ground handling partners, airport teams, and internal Air Canada stakeholders.Support customer-related communication with local partners when required.Coordinate with Customer Relations, regional teams, and HQ support teams for customer service issues and follow-up.Represent Air Canada professionally in customer-facing interactions and partner coordination within the scope of the role.

Support local implementation of regional or HQ customer experience initiatives, service updates, and process improvements.Assist with station projects, service reviews, operational trials, and other assignments related to customer experience.Share station observations and customer experience feedback with the Operations Manager, Narita and regional stakeholders as required.Contribute to best practice sharing across the APAC network where appropriate.

At least 3 years of experience in customer service, hospitality, travel, airport, airline, or another customer-facing service environment.Strong customer focus with the ability to communicate calmly, professionally, and respectfully with customers, colleague, and business partners.Good communication skills in Japanese and business English communication skills.Ability to work in a fast-paced environment and support customers during both normal operations and irregular situations.Ability to identify service issues, share observations, and support practical improvement actions.Positive attitude, willingness to learn, and interest in developing a career in airport operations and customer experience.Ability to work early mornings, evenings, weekends, holidays, and irregular operations as required.Experience in airport operations, airline passenger service, ground handling, hotel, travel, or international customer service is an asset.Previous experience area supervisor, team leader, trainer, or coordinator is an asset.Understanding of airport passenger process such as check-in, DCS(Altea) system, boarding, arrivals, baggage, disruption handling, or service recovery is preferred.Experience working with service partners, vendors, or external stakeholders is an asset.Knowledge of Air Canada operations, service standards, or airport system is an asset.

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.

Bilingual (Japanese and English)

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.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted