Pacific Coastal Airlines
  • 21-Nov-2019 to 21-Dec-2019 (PST)
  • Vancouver, BC, CAN
  • Full Time

Pacific Coastal Airlines is seeking a permanent full-time Operations Duty Manager in Richmond, BC. We are seeking a candidate who is looking to enjoy a family-oriented, dynamic and rewarding work environment.  We are excited to welcome safety-oriented and customer service minded candidate to continue their career with our growing company.

Pacific Coastal Airlines is headquartered at the South Terminal building at Vancouver International Airport. Under the Pacific Coastal banner we fly scheduled and charter service between busy international airports, remote destinations, and beautiful communities in the province of British Columbia.

Reporting to the Manager, Commercial Operations, the Operations Duty Manager is a functional leadership position responsible for providing direction and support to all staff within the Operations Control Centre (OCC) on a day-to-day basis. The Operations Duty Manager simultaneously facilitates and oversees day-of operations and short-term future planning and ensures the efficient execution of the daily flight schedule with a focus on safety, customer satisfaction and operational costs.

The Operations Duty Manager acts as the key-decision maker for the operation, creating, communicating and executing network recovery plans during irregular operations (IROPs) with input from other units within OCC the including Departure Control, Flight Dispatch, Maintenance Planning and Control, and Crew Scheduling. The Operations Duty Manager provides operational analysis and coordination/communication between Pacific Coastal Airlines' teams and external stakeholders on operational matters.


Safety & Regulatory Compliance

The Operations Duty Manager shall ensure operational compliance with Transport Canada regulations and the safety, operational and commercial standards prescribed by the Company. The Operations Duty Manager shall:

  • Uphold safety and operational standards to ensure that all practices meet or exceed regulatory and corporate requirements;
  • Adhere to and promote the Company's safety initiatives, particularly during periods of IROPs when SOP's are less likely to be followed;
  • Monitor all areas of the OCC in order to ensure compliance with published standards and regulatory requirements and collaborate with departmental leaders to drive improvements;
  • Foster and maintain a departmental culture that is respectful, supportive and engaging consistent with the Company's Vision and Values. 

Operations Performance and Reliability 

The Operations Duty Manager is responsible for ensuring schedule integrity is maintained for all of day-of scheduled and charter flights in coordination with other operating departments. In particular, the duties and responsibilities in this area include, but are not limited to: 

  • Ensure the integrity of day-of operations and short-term future operations are maintained through coordination and collaboration with other units within the OCC, including Departure Control, Flight Dispatch, Maintenance Control and Planning, and Crew Scheduling regarding operational matters, including network recovery plans in response to IROPs;
  • Compile Daily Operations Reports and brief the Manager, Operations Control on any significant operational matters.
  • Monitor and address issues with on-time performance, operational irregularities and recovery plans.
  • Provide macro-level operational analysis, mitigating operational conflicts, inefficiencies, or other matters which may affect operations and facilitate in the planning and execution of solutions;
  • Collaborate with Maintenance Controller/Planner and Flight Dispatch regarding fleet serviceability / reliability and plans to manage restrictive defects, when able;
  • Liaise with Departure Control regarding aircraft schedules to minimize or eliminate delays, where able;
  • Maintain a log of relevant operational information on a day-to-day basis;
  • Maintain short-term future planning schedules and coordinate and record information relative to future operations;
  • Plan and execute charter flights, as required.
  • Connect with Crew Planning/Crew Scheduling to ensure adequate crew levels are maintained;
  • Champion a departmental culture of operational excellence 

Commercial Support 

The Operations Duty Manager oversees the daily operation and is responsible for the efficient execution of the daily flight schedule with a focus on safety, customer satisfaction and operational costs. The Operations Duty Manager supports the commercial imperatives of the Company by: 

  • Employing industry best practices with respect to day-of operations in order to maximize safety and customer satisfaction, and to uphold and advance the Company's competitive position with respect to Flight Operations.
  • Considering established passenger handling guidelines when making operational decisions such that passenger comfort is maximized and cost to the Company is minimized.
  • Liaising with Flight Dispatch, when required, to create workable operational contingencies in response to poor weather / aircraft mechanical situations.
  • Collaborating with Base Managers during periods of adverse/abnormal weather, either actual or forecast, to create operational plans that safely maximize customer satisfaction and minimize Company costs;
  • Carefully managing daily aircraft type/tail assignments in accordance with commercial plans in order to maximize revenue / seat availability;
  • Giving special consideration to operations affecting bases where targeted strategies are being employed to increase Company market share as well as to priority bases, as determined and communicated by the Commercial Services team. 

Emergency Response Leadership 

The Operations Duty Manager will activate the Company Emergency Response plan whenever circumstances dictate the requirement to do so. In particular, the duties and responsibilities in this area include, but are not limited to: 

  • Provide leadership during emergency events by ensuring that established and appropriate procedures are followed;
  • Ensure that appropriate operational contingencies are created thereby ensuring that normal operations resume as quickly as possible and the structural integrity of the flight schedule is maintained to as great a degree as possible;
  • Coordinate with Pacific Coastal Airlines' internal and external groups during emergency events, ensuring that appropriate measures are taken for maintaining the safety and security of Pacific Coastal Airlines' passengers, employees, and property.
  • Ensure that directed and appropriate chains of communication are established and maintained during emergency events, including with Pacific Coastal Airlines employees, ATC facilities, SAR facilities, and airport authorities, as applicable.
  • Facilitate and direct the relocation of the OCC, when required, in response to a facilities threat/failure. 

Human Resource Leadership 

The Operations Duty Manager shall be responsible for ensuring that all department employees are performing their duties in accordance with published standards and in compliance with corporate requirements. In particular, the duties and responsibilities in this area include but are not limited to:

  • Assist with operational conflict resolution between groups within the OCC. Recognize and escalate conflicts to the appropriate Manager. 


  • Balance multiple priorities and deadlines;
  • Connect, coach, support and influence a team;
  • Follow-up and follow through;
  • Effective and efficient threat management and decision making;
  • Maintain standards;
  • Coordinate and liaise with other operations units and, when necessary, other operational managers. 


  • High school diploma. Post-secondary education is considered an asset
  • Aviation-specific meteorology course(s) considered an asset
  • Holds or has previously held (within the last 2 years) either a Type A or B Flight Dispatch License, preferably with a Canadian national or regional air carrier, or a Flight Service Specialist or related designation, with a minimum of 2-5 years of experience in either discipline;
  • Airline Operations experience is considered an asset 

Success Factors:

  • Excellent command of the English language, both verbal and written, and communication effectiveness with both internal/external customers, authorities and agencies
  • Conflict resolution skills
  • Organization, time management and multi-tasking
  • Planning, forecasting and goal setting
  • Strong Attention to detail
  • Supporting, coaching and mentoring
  • Computer Skills (Web, Excel, Word, Flitestar and Intelisys)

 Pacific Coastal Airlines is an equal-opportunity employer. We are committed to a policy of non-discrimination in all of our employment practices. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, age, disability or any other identifying characteristic.

While we thank all candidates interested in joining the Pacific Coastal Airlines team, only those candidates selected for an interview will be contacted.

Pacific Coastal Airlines
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