FBO & Customer Service Manager

at  Sunwest Aviation Ltd

Sunwest Aviation Ltd. is the leading Western Canadian operator of jet and turboprop charter aircraft. Our fleet consists of a wide variety of jets, turboprops and piston aircraft. Based on fleet diversity, Sunwest is able to offer excellent opportunity for advancement. With over twenty-five years of safe operation, we have established a solid reputation in the aviation industry. Operating from a modern facility in Calgary, our aircraft are available for charter to thousands of destinations not served by scheduled airlines.
We currently have an opportunity available for a FBO & Customer Service Manager. Reporting to the President & CEO, this position is responsible for performing the duties and responsibilities which include, but are not limited to, the following:

EDUCATIONAL QUALIFICATIONS & CREDENTIALS

Bachelor’s degree in Business, Aviation Management, or a related field is required.  Standard First Aid & CPR/AED certification (preferred).

DUTIES AND RESPONSIBILITIES:

The FBO Operations & Customer Service Manager oversees Fixed Base Operations (FBO) and manages the Customer Service Agents. The role ensures a seamless customer experience at Sunwest Aviation’s FBO while maintaining procedural and operational efficiency, financial oversight, and adherence to safety and regulatory standards.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Oversee the daily operations of the FBO to ensure efficient and safe service delivery to aircraft and customers.
Develop and manage the FBO’s budget, oversee billing processes, and implement cost control measures to maximize profitability.
Participate and maintain good standing in the company’s Quality, Health, Safety, Security, and Environment (Q-HSSE) program.
Build and maintain strong relationships with customers and local airport administration, actively pursuing new business opportunities
Ensure employees receive appropriate communication and training on safety, customer service standards, company values, and other necessary skills to enhance performance and maximize potential
Oversight of the hiring, training, and management of FBO staff, including scheduling, performance evaluations, and professional development.
Manage and improve customer service standards for all pilots, crew, and passengers using the FBO. Ensure high levels of customer satisfaction across the customer touchpoints.
Promote a cohesive team culture focused on employee engagement and retention.
Actively participate in daily operations to maintain operational efficiency and guarantee exceptional customer experiences.
Oversee vendor contracts and performance reviews and provide support for contract negotiations when required.
Maintain effective communication with company management and other stakeholders. Prepare and present regular reports on FBO performance and strategic development.
Liaise with facility and vehicle stakeholders and managers to ensure the FBO facilities, trucks, ground service equipment, tools, lounges, etc. meet the needs of the FBO.
Monitor internal and 3rd-party audit processes, ensuring timely resolution of all audit findings.
Ensure ground operations comply with aviation regulatory authorities and standards, including those of suppliers and customers (as required).
Negotiate and manage contracts with vendors and service providers, ensuring optimization.
Conduct ongoing competitive analysis of the market landscape, including pricing, service offerings, and industry trends.
Other duties as assigned by the President & CEO.
The successful candidate should possess the following qualifications and competencies. In addition personality profiling will be required of all candidates granted an interview for this position.