Position title: Manager, Programs Delivery & Operations – Airport Service Quality

Reports to: Vice President, Market Research & Strategic Insights

Location: Montreal, Canada

Airports Council International (ACI) is the global voice of the world’s airports, bringing the industry together since 1991. ACI represents airport interests on the global stage, working closely with governments and international organizations such as ICAO. The organization also plays a key role in shaping the future of air travel by developing standards, policies, and best practices, and by delivering data, insights, and training that elevate performance across the industry.

At the core of everything ACI does is a commitment to helping airports operate more efficiently, improve quality, and deliver an exceptional passenger experience worldwide.

ACI is looking for a Manager, Programs Delivery & Operations. Is this position for you?

If you like being where the action is, this role is for you. You’ll be right at the heart of our operations, overseeing and working closely with the team every day to deliver programs that meet, and exceed, our high standards.

You’ll keep a sharp eye out for anything that could impact our programs or airport members, spotting issues before they become problems and jumping in with smart, practical solutions.

You’ll also take the lead on projects that elevate our airport member experience and drive initiatives that make our operations smoother, smarter, and more cost-efficient.

The ideal candidate

• Brings strong experience in leading and engaging teams
• Demonstrates solid project management skills, with the ability to manage multiple initiatives simultaneously
• Excels at delivering high-quality customer support
• Quickly understands complex processes and can connect the dots across them
• Is detail-oriented, rigorous, highly process-driven, proactive and organized

The location

The position is based in Montreal, a global hub for aerospace and aviation organizations. It offers a unique opportunity to work in an international environment alongside a dedicated team delivering high-quality research programs. Remote work is available in accordance with company policy.

About this opportunity

ACI’s Airport Service Quality (ASQ) is the world’s leading airport passenger satisfaction program, with over 400 participating airports in 109 countries. Our Departures, Arrivals, and Commercial Surveys provide airports with unique insight into customer experience.

ASQ surveys measure passenger satisfaction and help airports identify solutions to enhance customer experience, improve service offerings, and increase non-aeronautical revenue.

The Manager, Programs Delivery & Operations is part of the ASQ team and oversees the operations to ensure all ASQ passenger experience programs are delivered in time and on budget, with the best customer experience.

Major Duties and Accountabilities

• Act as an ACI ambassador within team and externally
• Lead, engage, and develop a team of three or more direct reports, fostering a collaborative, high-performance culture and supporting ongoing professional growth. Able to provide feedback and ensure accountability for team members
• Plan, prioritize, and oversee the workload of the Operations team to ensure efficiency, productivity, and timely delivery; provide hands-on support on operational tasks when needed.
• Manage internal and external stakeholders for operations and projects.
• Ensure the consistent delivery of high-quality outputs across all operations activities, maintaining a strong focus on excellence and member/customer experience.
• Proactively identify and remove operational roadblocks, manage escalations, and support the team in balancing competing priorities; maintain a strong working knowledge of ASQ programs to effectively guide and support the team.
• Drive continuous improvement by reviewing and optimizing operational processes, tools, and workflows to enhance service quality, efficiency, and cost-effectiveness.
• Develop, document, and implement new processes and best practices to support scalability and consistency across operations.
• Lead and execute cross-functional projects and initiatives that support the evolution and performance of the ASQ program with strategic alignment to orgnaization’s vision while mitigating risks.
• Communicate, collaborate, works with senior management and other functional managers on operations and projects as needed.
• Monitor budgets, track and process invoices, and ensure effective financial oversight of operational activities and projects.
• Play a central role in supporting the ASQ airport subcommittee by managing membership and planning and coordinating both virtual and in-person meetings. Provide updates when required.
• Represent the team in meetings, webinars, presentations, and industry events, contributing to knowledge sharing and member engagement.
• Stay informed on industry trends and best practices to continuously enhance program delivery and operational performance.
• Perform other related duties as assigned

Technical knowledge, skills, and abilities

• University degree in administration, project management or related discipline.
• Minimum of 7-8 years of significant experience in project/operations management or related field.
• Superior organizational skills, including ability to manage, prioritize and delegate work effectively, attention to detail & demonstrated commitment to the accuracy and completeness of multiple projects.
• Strong team leadership skills with experience in mentoring and/or managing others - ability to coach, guide and support direct reports.
• Proven experience delivering high-quality client service and support, with a strong focus on customer experience.
• Autonomous with strong problem-solving and decision-making abilities.
• Must be proficient in MS Excel, PowerPoint, and Word.
• Experience using project management software, such as Trello and Monday.com, is considered an asset.
• Excellent presentation, written, and spoken English skills: ability to communicate in a welcoming, effective and dynamic manner.
• Experience in international project management is an asset.

ACI World Values

Stewardship; Member-focused; Integrity; Excellence; Collaboration; Innovation; Inclusivity

What We Offer

• A challenging and exciting position in an international and multicultural environment.
• Hybrid work environment
• 4 weeks of vacation/year.
• 5 sick days/ year.
• 5 mental wellness days/year.
• Employee cell phone (iPhone) with TELUS Health virtual care included.
• Health insurance coverage from your first day of employment.
• RRSP company matching contributions
• Opus/EXO Transit discount on monthly pass.
• Employee recognition points earned to convert into redeemable gift cards
• Very flexible employee monthly wellness account to use to achieve a greater work life balance
• Retirement savings plan (G-RRSP) with employer matching: after 1 year of employment, ACI matches 100% of employee contributions up to 5% of gross annual salary.
• Eligible for discretionary merit increases and performance bonuses based on individual, team, and organizational performance.