Job Title

Join a Team Thats Going Places . Chartright Air Group is an innovator within the Canadian aviation industry, offering tailored private jet charter, turn-key aircraft management, aircraft maintenance and FBO services. Our commitment to safety, customer service, and operational excellence has established us as the leading provider of private jet service in Canada. For over 35 years, weve built a reputation for safety, service excellence, and innovation. Our passionate team of enthusiastic aviation professionals thrive in a fastpaced, customerdriven environment where continuous improvement is encouraged and celebrated. Our Values in Action We Love What We Do Passionate about aviation, we craft exceptional experiences with precision and pride. We Explore with Intention We are energized by the pursuit of better. With curiosity and purpose, we seek new ideas, challenge assumptions, and continuously improve how we serve our clients and each other. We Are a Team We are a coordinated and resourceful team that embraces a healthy debate culture, encouraging open dialogue and diverse perspectives. We Are Client-Driven We strive to anticipate and exceed client expectations, internally and externally, delivering personalized, seamless journeys that create lasting impressions. We Grow Together We are committed to continuous growth - for our people and our organization. We invest in learning, embrace challenges as opportunities, and celebrate developing talent from within. Why Chartright? Make an Impact : Help shape the future of a growing aviation company. Be Part of a Winning Team : Work with talented professionals who value collaboration and excellence. Drive Change : Contribute to our ongoing transformation and growth, using your unique skills to improve processes and deliver results. Grow Your Career : Access opportunities for personal and professional development. Competitive Benefits : Enjoy a competitive compensation package, including 100% company-paid extended health and dental coverage. Employee Perks : We offer a variety of partnerships, offering discounts for employees and their families. Plan Ahead : Benefit from our generous RRSP/DPSP matching program. Ab out Th i s Role Chartright is seeking a dynamic leader to drive operations and ensure consistent leadership across all departments. This role is responsible for optimizing workforce performance, maintaining high service levels, developing standard operating procedures, and delivering reliable daily execution. The successful candidate will demonstrate exceptional people leadership by guiding supervisors and managers, building effective training and development frameworks, and supporting performance management initiatives. This position will also champion continuous improvement by streamlining workflows, enhancing processes, and implementing tools that strengthen operational consistency. Managing client escalations, including VIP and high-net-worth situations with sound judgment, professionalism, and clear communication is essential. Collaboration with subject matter experts to inform operational decisions and uphold accountability throughout the organization is a key focus. What Youll Do: Lead daily operations across the Operations Centre, FCC, Client Services, and Cabin Services, ensuring efficient, KPIdriven performance and operational compliance. Manage KPIs, workforce utilization, service levels, shift planning, workload balancing, and escalation handling. Develop, implement, and enforce SOPs, standardized processes, and operational frameworks that support consistency and accountability. Provide strong leadership to supervisors and managers by setting expectations, coaching, supporting conflict resolution, and ensuring aligned leadership practices. Build and oversee onboarding programs, crosstraining structures, competencytracking systems, and leadershipdevelopment pathways. Ensure trainers have the tools, resources, and structure needed for effective, consistent training delivery. Map workflows, identify inefficiencies, and lead continuousimprovement initiatives to enhance productivity, streamline processes, and strengthen crossdepartment collaboration. Introduce new tools, processes, or technologies that improve operational consistency and communication. Manage escalated client issues, including VIP and highnetworth situations, using sound judgment, servicerecovery strategies, and effective deescalation. Coach teams on professionalism, tone, communication standards, and clientexperience expectations to support high levels of client satisfaction. Collaborate closely with subjectmatter experts to inform operational decisions and maintain clear accountability across all functions. What You Bring: Degree or Diploma in Business Administration, Operations Management, Organizational Leadership, Aviation, or related field (preferred). 8+ years of progressive leadership in contact centre, operations, customer service, or servicedelivery environments, including supervising team leads and managers in highvolume, KPIdriven functions. Strong peopleleadership abilities with proven coaching, performancemanagement, and organizationaldiscipline skills. Extensive experience building onboarding programs, crosstraining structures, competencytracking systems, and ensuring consistent training delivery. Demonstrated processimprovement strength through workflow mapping, SOP creation, standardization, and continuousimprovement initiatives. Expertise in staffing models, workforce utilization, KPI oversight, escalation management, and servicelevel performance. Skilled in escalations, service recovery, and clientexperience management, including VIP and highnetworth situations. Strong communicationcoaching abilities focused on professionalism, tone, and service consistency. Confident decisionmaker in SMEdriven environments, leveraging expert input while maintaining accountability. Proficient with WFM tools, scheduling systems, KPI dashboards, analytics and reporting tools, qualitymonitoring platforms, LMS systems, and performancemanagement tools. Comfortable implementing new software, creating process documentation, evaluating adoption, and navigating aviation operational structures. Diversity & Inclusion: We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated. We welcome all applicants and encourage individuals who identify with any of the protected grounds under the human rights legislation to apply to any open role. We are committed to fair and equitable hiring practices; our hiring and selection process is conducted in accordance with all employment legislation and the Human Rights Code of Canada. If you require accommodation during the hiring and selection process, please advise the recruiter or contact [email protected]. Ready to take off with us? Apply today We thank all applicants for their interest. Only those selected for an interview will be contacted. #J-18808-Ljbffr