Duty Airport Operations Manager + ASD - Airport Services Delivery + San Francisco, California, USA + Cathay Pacific + Application Deadline21 Feb 2025 Company Description Move Beyond! To move people forward in life - We are the people behind Cathay Pacific. We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are. We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees. We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation. Join us and discover just how far you can go! Role Introduction Cathay Pacific Canada is looking for enthusiastic, service oriented professional to join the San Francisco Team. The successful candidate will oversee and ensure that airport operations during the operational shift run smoothly and efficiently whilst complying with the established safety, security and quality standards. They will be responsible for delivering the best possible operation and airport service experience to ensure our customers always feel special, valued and recognized regardless of circumstance. Overview Safety First, Quality Always + Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards + Achieve absolute operational integrity, with zero safety defects and security infringements + Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents + Act as the Airline’s Operational Duty Holder (ODH) delegate of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD) Outstanding Product and Services + Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points + Support and ensure the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact + Ensure people and team (including suppliers) are up-to-date with the latest product knowledge Proactively support the use of new technologies in customer services + Ensure the airport lounge is run with the highest level of service standards and is customer centric + Confer recognition on and help to earn the loyalty and emotional attachment of our highest-value customers (front-end and elite MPO) Represents Cathay interest in the Airport Community + Develop external airport relationships in the best interests of the Company – authorities, suppliers and service providers,oneworld partners, and other airlines + Ensure competition compliance involvement in airport-related industry affairs + Protect and advance the Company’s reputation E&A + Emergency and Accident and Crisis Response responsibilities as required Key Responsibilities Operational Excellence + Act as the escalation point for the Ground Handling Agent + Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence, being on time and error free + Help to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operations + Continuously drive improvement in operational performance, effectiveness and productivity + Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers + Conduct thorough flight briefing to the team as required + Undertake any other reasonable task as requested Crisis Management Capability and Preparedness + Support the internal team and suppliers to have the capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies + Help to facilitate exercises, reviews, and provide assistance in developing contingency plans and manual fall-back procedures so that they are up-to-date and meet the required standards + Proactively prevent and manage flight disruptions and irregularities + Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools People Development and Performance Management + Lead, support and encourage own team to achieve success + Build a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamwork + Supervise and mentor direct reports, encouraging effective collaboration + Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programmes are in place to suit both self-handled and 3rd party ports as appropriate + Maintain active and ongoing dialogue in relation to employee goals and performance + Actively engage with employees to enhance communication and their understanding of department goals + Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values + Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise Supplier Management + Monitor and conduct regular (at least monthly) performance review meetings with suppliers + Implement action plans in an efficient manner and keep track of progress with documented records Cost Efficiency and Productivity + Manage daily productivity and flexibility in resource deployment and be involved with rostering as required + Drive down costs and seek new revenue opportunities + Support and carry out station administration duties, including rostering as required + As a local functional representative responding and co-ordinating on appointed matters Requirements Academic Qualifications + Post-Secondary Diploma / Certificate in an Airport or service-related discipline or equivalent combination of education, training, and experience is required + A Bachelor’s degree in an aligned field is desirable Knowledge, Skills, Training and Experience + Excellent command of written and spoken English is mandatory with the local language being an advantage + Three years’ airport operational / customer handling experience + At least one years’ recent experience in a supervisory / management capacity with demonstrable ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome + Superior independent working capabilities with strong decision-making skills + Self-motivated and committed leader who enjoys teamwork + Strong customer service mentality with superior interpersonal skills + Full technical knowledge and capability (multi-skilled) to competently perform each airport job function + Thorough understanding of company policies and international regulatory procedures and all required local regulatory matters + Broad understanding of the mode of operation of the Company,oneworld partner carriers and other airlines + Understanding of relevant international regulatory safety, industry and operational requirements and trends + Ability to work diligently in a fast-paced environment under tight timelines + Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations + Adapts to and embraces constant change Additional Requirements + Must possess a valid state issued driver’s license + Must successfully pass all pre-screening clearances, including a background check and pre-employment drug screen upon contingent job offer + Obtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirements • Ability to move equipment up to 50 lbs occasionally + Ability to work diligently in a fast-paced environment and under tight timelines + Comfortable working outdoors on the tarmac in all weather conditions + Must be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, as required based on operational needs + Must have the right to live in work in the USA Benefits athay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below. + Travel Privileges on Cathay Pacific Airways Global Network + Extensive well-being programs including health, dental, prescription, vision, virtual doctor visits and flexible spending accounts and employee assistance program benefits to help you stay well. + Generous 401K Matching Program + Paid Holiday & Vacation + LTD & Basic Life Insurance + If this position requires a uniform, a uniform allowance will be provided. + To learn more about Cathay Pacific as a Certified Great Place Employer –Please Click Here’ (https://www.greatplacetowork.com/certified-company/7079941) Salary Range - The estimated salary range for this role is $74,850 to $112,200 per year. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. Personal & Application Information Cathay Pacific Airways is an Equal Opportunity (EOE) (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088\_EEOC\_KnowYourRights.pdf) and Affirmative Action (AA) (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status and other protected status as required by applicable law and will not be discriminated against. Cathay Pacific Airways is an E-Verify participating employer. If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: jobs@cathaypacific.com .