Senior Operations Manager

Senior Operations Manager

We are currently recruiting a Senior Operations Manager based out of the Edmonton Airport.

Why Paladin?

Paladin Airport Security Services (PASS) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity.

You receive top industry wages.

You have the opportunity to advance and grow your career.

You receive comprehensive benefits.

What does the Senior Operations Manager do?

Reporting to the Director of Operations, the Senior Operations Manager will primarily be responsible for overseeing all aspects of service delivery within Calgary, while coordinating with the Support Service and People & Culture department to produce efficient day-to-day delivery of screening service operations in alignment with all applicable Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s). The Senior Operations Manager will be responsible for providing leadership, mentoring, and coaching of the Operations Managers, who will directly perform Management and Administrative Services of the screening operations.

Responsibilities

• Build and maintain strong collaborative relationships with staff at all levels (front-line to senior leaders), the client (CATSA), union representatives and aerodrome stakeholders
• Monitor day-to-day performance of the operation, identifying risks and assessing overall efficiency and effectiveness
• Deliver operational excellence to ensure all operational objectives are met as set out in the KPI’s and SLA’s
• Identify and implement service improvement to prevent security breaches, increase throughput and improve customer service
• Work closely with multi-disciplinary departments to identify positive/negative trends and refine policy and procedures to enhance operational success
• Champion Paladin’s CARE Culture by aligning operational deliverables and the employee experience to drive continuous improvement, accountability, respect and excellence
• Support Operations Managers and Labour Relations for sensitive and complex Labour Relations issues
• Provide leadership, mentorship and guidance to Operations Managers and Field Mangers
• Respond to emergency or escalated situations in a 24/7 operation as required
• Lead, coach, mentor, and develop Operations Managers and Field Managers through regular performance coaching, leadership development, succession planning, and career growth opportunities.
• Create a high-performing leadership team by setting clear expectations, fostering accountability, empowering decision-making, and encouraging innovation and continuous improvement.
• Build leadership capability throughout the operation by identifying emerging leaders, supporting professional development, and cultivating a strong internal talent pipeline.

Requirements

• 7+ years of management experience, ideally managing a large workforce
• Diploma or Degree in a related field (i.e. Criminology, Business) is a strong asset
• Experience working in a heavily regulated environment and/or familiarity with the Aviation industry is a strong asset
• Previous experience managing a unionized workforce is preferred
• Proven leadership, management and mentorship excellence
• Expert communication skills with the ability to lead and navigate difficult conversations
• Strong business acumen with the ability to analyze data and make sound strategic decisions
• Flexibility to support dynamic and high stakes 24/7 environment
• Ability to travel occasionally
• Clean criminal background (no unpardoned convictions)
• Able to obtain a Transportation Security Clearance and Secret Clearance

This job posting will close on August 3, 2025.

The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you'd like to join, we want to meet you!

La différence Paladin commence avec notre équipe. Nous nous engageons à être Curieux, Responsable, Respectueux et Exceptionnel, et à rendre le monde plus sûr et plus convivial parce que nous "Nous soucions"! Si cela vous semble être une équipe à laquelle vous aimeriez vous joindre, nous voulons vous rencontrer!