Commercial Ops Coordinator

at  Perimeter Aviation

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With more than 750 employees, we operate a fleet of 40+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.
We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.
Position Summary
Reporting to the YWG Base Manager, the Commercial Operations Coordinator is responsible for processing flight manifest changes and communicating these changes to all passengers and relevant stakeholders.
The Commercial Operations Coordinator holds as a priority the well-being and satisfaction of Perimeter Aviation external customers and will activate plans to ensure that customers are looked after in the event of service disruptions or delays.

Personal Characteristics

• Creative/action-oriented/results-driven
• Ability to multitask and prioritize actions based on a highly dynamic environment
• Problem solving abilities that come naturally and effortlessly
• Able to handle stressful situations in a calm and effective manner
• Customer Service-oriented with a commitment to exceptional service
• Superior time management by effectively organizing and planning assignments.
• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• High level of respect, understanding and regard for First Nations communities

Key Responsibilities and Accountabilities

• Communicate with each Northern Station throughout the day to monitor the passenger loads network wide and share this information effectively with Ops and the Duty Manager
• Represent the Customer Service Division during the decision-making process in the SOCC regarding:
• Delay flights to accommodate late check-in passengers
• Dispatch extra flight to accommodate passengers (northbound or southbound)
• Cancel flights due to operational reasons
• Reroute flights
• Adjust seat capacity on flights
• Any other operational decision that may impact customer satisfaction
• Update the notes in Amelia for each one of the flights during the scheduled workday. Information must be updated on a regular interval (15 minutes) on all flights that may be experiencing delays, rerouting, extra stops or any other unscheduled event
• Send passengers updated flight information via email/text for flight delays longer than 30 minutes
• Send passengers updated flight information via email/text for flight cancellations
• Send email notification to Health Canada MB and ON with flight cancellation information
• Ensure that interline passengers make connecting flights; if passengers miss connecting flights, make arrangements with passengers and/or carriers to ensure that the passenger makes final destination
• Communicate with sister company/interline when capacity needs to be decreased or increased
• Communicate with sister company/interline when delays are present and passengers may miss connection
• Collect and share all applicable information generated in SOCC (System Operation Control Centre) with the appropriate Northern Station staff; ensure the information is transmitted clearly and promptly
• Coordinate, monitor and authorize compensation and meals for passengers throughout the entire system when needed and according to company guidelines
• Identify passenger requirements, create flight blocks based on future forecasted loads, i.e. routes that need more/less capacity to maximize customer service and efficiency
• Monitor and assess passenger loads and organize aircraft requirements to maximize customer service and efficiency
• Assign aircraft to flight blocks and maximize aircraft utilization to avoid standby instances in cooperation with the Duty Manager
• Consult with SOCC and Duty Manager to determine equipment suitability based on airport conditions
• Process side trip requests. Coordinate with Duty Manager side trips following company guidelines. Arrange and communicate the ticketing process with applicable Northern Stations staff and with the customer
• Monitor Amelia reservation system for double bookings; cancel any double bookings as per company guidelines
• Assist with creating flight blocks for passengers due to cancelled flights, ensuring prompt response to cancellations to minimize customer inconvenience
• Monitor the OPS Board, consulting and communicating with all departments to ensure that operations run smoothly and efficiently
• Demonstrate positive and respectful teamwork by providing ongoing support and assistance to the overall System Operations Control Centre, understanding how your performance may affect the Operations Department
• Demonstrate positive and friendly customer service
• Demonstrate a cooperative attitude while working on all job tasks and provide assistance to others
• Actively participate in the Company’s Safety Management System
• Perform additional duties as assigned

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Two to five years experience with an Airline Reservation Software System (Amelia preferred)
• Experience using Microsoft Office Suite (Outlook, Excel, Word)
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Indigenous and Cultural Awareness Training considered an asset

Working Conditions

• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Work performed primarily in an office environment
• Manual dexterity required to use desktop computer and telephone
• Physical location of position is only accessible via a flight of stairs

Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.
We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.
Applicants will be reviewed on a rolling basis which may result in an earlier application deadline

• Communicate with each Northern Station throughout the day to monitor the passenger loads network wide and share this information effectively with Ops and the Duty Manager
• Represent the Customer Service Division during the decision-making process in the SOCC regarding:
• Delay flights to accommodate late check-in passengers
• Dispatch extra flight to accommodate passengers (northbound or southbound)
• Cancel flights due to operational reasons
• Reroute flights
• Adjust seat capacity on flights
• Any other operational decision that may impact customer satisfaction
• Update the notes in Amelia for each one of the flights during the scheduled workday. Information must be updated on a regular interval (15 minutes) on all flights that may be experiencing delays, rerouting, extra stops or any other unscheduled event
• Send passengers updated flight information via email/text for flight delays longer than 30 minutes
• Send passengers updated flight information via email/text for flight cancellations
• Send email notification to Health Canada MB and ON with flight cancellation information
• Ensure that interline passengers make connecting flights; if passengers miss connecting flights, make arrangements with passengers and/or carriers to ensure that the passenger makes final destination
• Communicate with sister company/interline when capacity needs to be decreased or increased
• Communicate with sister company/interline when delays are present and passengers may miss connection
• Collect and share all applicable information generated in SOCC (System Operation Control Centre) with the appropriate Northern Station staff; ensure the information is transmitted clearly and promptly
• Coordinate, monitor and authorize compensation and meals for passengers throughout the entire system when needed and according to company guidelines
• Identify passenger requirements, create flight blocks based on future forecasted loads, i.e. routes that need more/less capacity to maximize customer service and efficiency
• Monitor and assess passenger loads and organize aircraft requirements to maximize customer service and efficiency
• Assign aircraft to flight blocks and maximize aircraft utilization to avoid standby instances in cooperation with the Duty Manager
• Consult with SOCC and Duty Manager to determine equipment suitability based on airport conditions
• Process side trip requests. Coordinate with Duty Manager side trips following company guidelines. Arrange and communicate the ticketing process with applicable Northern Stations staff and with the customer
• Monitor Amelia reservation system for double bookings; cancel any double bookings as per company guidelines
• Assist with creating flight blocks for passengers due to cancelled flights, ensuring prompt response to cancellations to minimize customer inconvenience
• Monitor the OPS Board, consulting and communicating with all departments to ensure that operations run smoothly and efficiently
• Demonstrate positive and respectful teamwork by providing ongoing support and assistance to the overall System Operations Control Centre, understanding how your performance may affect the Operations Department
• Demonstrate positive and friendly customer service
• Demonstrate a cooperative attitude while working on all job tasks and provide assistance to others
• Actively participate in the Company’s Safety Management System
• Perform additional duties as assigne