Manager, FBO Operations

FBO Operations Management Ottawa, Canada


Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft management, charter, maintenance, and sales from our fixed-based operator services across Canada and the United States. People and values are inseparable assets that fuel our commitment to Quality, Safety, Respect, Commitment, and Efficiency. These key values guide us every day and contribute to our reputation as industry leaders in aviation services. Skyservice is a team that is committed to supporting and developing our people. If you wish to advance your career and be part of team committed to reaching further and aiming higher in Business Aviation, the Skyservice family of companies is the team for you.
Get to know us: 
Your future at Skyservice: 
Here at Skyservice we are continuing to grow and provide high-level service to our clients, expanding our footprint and name throughout the Americas. You will bring strong attention to detail and a fast-paced way of working with dynamic schedules to a team that works together to exceed the expectations of our Client. We focus on excellence and are committed to support and develop our teams! 
Skyservice is a North American leader in business aviation. Built on the key principles of safety and service excellence, we provide a full-service experience from Aircraft Management, Aircraft Charter, Maintenance and Aircraft sales from our Fixed Base Operations that span Canada and the western United States. People and values are the inseparable assets that drive our dedication to Quality, Safety, Respect, Commitment and Efficiency. These are the core values that guide us every day and help build our reputation as leaders in aviation services. Skyservice is a team dedicated to supporting and developing our employees. If you want to grow your career and broaden your experience, then Skyservice is the right team for you.
  • Manage operational activities on the ramp and adjacent Aprons, in conjunction with the Airport Authority and neighboring tenants. 
  • Manage and provide direction, training, supervision, performance management and support to a team including Lineservice, Crew Chiefs, Supervisors, Quality Assurance Coordinator and Customer Service. 
  • Foster a safe work environment and a culture based on the guiding principles of the organization by ensuring the effective implementation of all safety standards and programs as well as compliance. 
  • Supports the development of the operational function across the entire organization by identifying opportunities to improve standard operating procedures to ensure optimal safety and profitability. 
  • Works closely with line service crew and pilots ensuring that all customer service needs are met, promoting cohesive communication. Facilitate efficient and customer-focused arrivals and departures of customers; 
  • Secure new and existing office and hangar tenants driving to achieve/maintain full occupancy; Managing the lease administration and ongoing relationship management;
  • Establish and maintain positive relationships with World Fuel Services, Transport Canada, the Airport Authority, and all other pertinent partners. 
  • Collaborates and communicates effectively with other FBO Management and personnel to explore and capitalize on opportunities to improve performance and gain efficiencies. 
  • Ensures adherence to World Fuel Services (WFS) standards related to the safe operation and maintenance of Fuel Trucks. 
  • Responsible for all Fuel ordering and inventory. 
  • Proactively promotes and sells FBO services; 
  • Responsible for business development of ad hoc heavy aircraft customers including preparing quotes, ensuring the preparedness and excellent execution of the arrival/departure of these flights. 
  • Works closely with Ground Service Equipment (GSE) and Facilities teams (based in YYZ) to ensure that YOW has the necessary equipment and tools of the trade to perform their roles.  
  • Contributes to the development of effective FBO training materials by collaborating with peers including the SMS and training leads in Canada. 
  • Oversees instructional and on-the-ground, practical training; Facilitates the coordination of external training as required. 
  • Audits and reviews training to determine effectiveness and relevance; Reports on relevant KPIs. 
  • Administers FBO-employee onboarding, ensuring that new hires have required security and training resources (i.e., RAIC, DA Licensing and other requirements.) 
  • Supports talent management processes as required; Evaluates employee performance pre and post training and while investigating SMS incidents. 
  • Leads SMS Occurrence Report Investigations for YOW; independently investigates incidents and occurrences, enlisting the support of the QA Coordinator and others as required. Presents final investigative report, ensuring alignment on action items and disciplinary recommendations. 
  • Tracks disciplinary outcomes of SMS incidents and occurrences and works with FBO leadership to ensure a fair and equitable approach to disciplinary measures is in place. 
  • Manages employee performance management including hiring, succession planning, headcount management and other initiatives. 
  • Manages payroll, scheduling, timekeeping, vacation requests and overtime for employees to meet operational requirements while maintaining budgeted allocations; and 
  • Participates in the preparation of FBO budgets and financial forecasts, including Capex, based on a comprehensive understanding of the financial drivers of the business. 
  • Manages the customer interface; Resolve concerns from staff, crew, and/or customers issues within level of delegated authority; 
  • Supports the Facilities team in the monitoring / development of facility preventative maintenance programs and leasehold improvements including overseeing all facilities improvements and renovations including the management of contractors;
  • Supports Facilities in ensuring that the security plans are in place and updated annually;
  • Supports Facilities in ensuring that evacuation plans are up to date and tested and that fire inspections are accomplished;
  • Ensures compliance with all regulations required by Transport Canada and Ottawa International Airport Authority,including the Ottawa Primary Security Line Program.
  • Ensures compliance with all Ottawa International Airport Authority safety, security and partner directives and programs.
  • Ensures compliance with Security including controlling the access systems and issuance of any access keys, automatic and primary security control doors.
  • Works with the GSE team (based in YYZ) and ensures that all equipment and vehicles are maintained to standard while also reflecting brand standards (logos/decals, etc.). 
  • 10 years of progressive experience in a leadership role at an FBO (Lineservice, crew chief, training, fuel inventory management, FBO management) including intimate knowledge of Aviation/ FBO or Commercial ramp experience.
  • 5-8 years of experience leading people and teams; Experience with employee performance management and designing performance improvement programs.
  • Post-secondary education or related equivalent experience.
  • A degree or diploma in Aviation or Business Management is considered an asset.
  • Experience building complex shift schedules and hands-on experience with ADP timekeeping.
  • Significant track record in achieving financial results while driving continuous improvement.
  • Ability to obtain Restricted Area Pass (RAIC) as well as TC security pass clearance,  AVOP, and ROTC.
  • High safety orientation as well as experience with SMS/safety management processes including leading investigations, making recommendations, and closing incident reports.
  • Demonstrated computer proficiency with Microsoft Office Suite (including SharePoint).
  • Inclusive and respected leader, who embodies emotional intelligence.
  • Demonstrated ability to build strong relationships with key stakeholders.
  • Excellent verbal and written communication and interpersonal skills.
  • Superior organizational and time management skills.
  • Highly autonomous while operating well as a member of the team.
  • Detail-oriented with strong problem-solving skills; and
  • Flexible to work additional hours and be on call as required.
Our perks and benefits include but are not limited to: 
  • Competitive group health benefits coverage for you and your eligible dependants, including health, vision and dental plans
  • Employee assistant program  
  • Group retirement savings plan with company matching contribution
  • Paid time off including sick days and personal days
  • Employee Referral Program
  • Service Awards 
Skyservice is an equal opportunity employer and welcomes applications from all interested parties. If for any reason you cannot apply through our job board, please contact a member of our Human Resources team for special accommodation.