Head of Operations - Catering

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The Head of Operations – Catering oversees the performance of catering and onboard provisioning services, ensuring that products and services offered onboard are delivered safely, in compliance with standards, and cost-effectively.

This role is responsible for supplier performance, quality assurance, and meeting catering activity deadlines while controlling costs, managing inventory, and maintaining service standards. The incumbent must also ensure consistent adherence to catering standards through effective supervision, performance monitoring, and prompt issue resolution across the designated territory.

Responsibilities

Quality Monitor

• Product quality and provide feedback to the Catering Products team.
• Review Medina Quality audit results with the caterer to ensure the minimum 95% threshold is consistently met.
• Manage and report on the quality and integrity of Catering and Onboard Provisioning supplies for all flights operated in the designated territory, including third‑party supplier products and services.
• Participate in developing onboard catering service standards and specifications.
• Implement Catering and Onboard Provisioning specifications set by senior management and follow up on their application.
• Provide feedback on product and service standards to ensure profitability and relevance of service levels.

Supply Integrity

• Assess caterer compliance and performance against current standards and specifications.
• Monitor and evaluate corrective actions related to product or service failures reported in the OBR application, promote and implement them.

Operations

• Maintain a close relationship with the selected caterer from partnership initiation and throughout its duration, providing support as needed.
• Maintain a close link between frontline product and caterer performance, ensuring adequate ramp time is scheduled for flight arrivals and departures.
• Investigate root causes of any catering delays (IFG) and evaluate them.
• Propose proactive solutions to caterers to prevent recurrence.
• Take responsibility for disputing incorrectly attributed catering delays (IFG).
• Ensure assigned caterers sort Air Canada equipment and supplies, store them safely, and demonstrate good maintenance practices.
• Monitor damaged equipment and ensure it is segregated and returned to the responsible unit for repair.

Internal Customers

• Work closely with the entire Air Canada Catering team (Planning, Rostering, Office, Supply Chain, etc.).
• Provide effective liaison and communication with in‑field Inflight Service managers and cabin crew.
• Work closely with Network Control, the Ground Operations Coordination Centre, and local airport management.
• Build and maintain good relationships with Air Canada station managers and designated airport agencies as required to achieve the business and operational objectives for this division.
• Develop strong working relationships with contract caterers to ensure clear understanding and communication of all standards related to Catering and Onboard Provisioning products and Air Canada Inflight Service.
• Work closely with Health and Safety to ensure equipment safety issues are addressed and corrected.

Regulatory and Safety Compliance

• Ensure caterers comply with all Air Canada standard operating procedures and quality and safety standards (including food safety).
• Ensure and verify caterer compliance with Air Canada audit and quality assurance standards.
• Complete initial training in the Safety Management System.
• Follow the intuitive risk evaluation model (MIER) for changes or integration of equipment, processes and procedures, and for conducting investigations (Integrated Air Transport Safety Management System manual, publication 1, Annex C).
• Follow document retention guidelines (Integrated Air Transport Safety Management System manual, publication 1, Chapter 4).
• Consult the Integrated Air Transport Safety Management System manual, publication 1, Chapter 5, for management responsibilities related to the Safety Management System (SMS).

Qualifications

• Post‑secondary education in a related field or equivalent combination of education and relevant experience.
• At least three years of experience in airline operations or catering and provisioning, or in a similar operational environment.
• Ability to obtain a Restricted Area Identity Card (RAIC) after hire.
• Valid driver's licence and ability to obtain an Airside Vehicle Operator Permit (AVOP).
• Good knowledge of commercial airline operations is an asset.
• Proven ability to multitask and manage various operational issues and priorities simultaneously.
• Ability to work under pressure and meet deadlines independently or as part of a team.
• Self‑motivated, results‑oriented attitude.
• Strong analytical and problem‑solving skills are essential.
• Basic knowledge of HACCP standards and international food handling standards is an asset.
• Strong communication and interpersonal skills, with full proficiency in English.
• Cultural awareness needed to build working and business relationships across the geographic locations in Air Canada's network.
• Proven domain knowledge and expertise, including equipment, technology and procedures.
• Advanced knowledge of airport operations and catering systems.
• Proficiency with Microsoft Office products (including Outlook) and OneDrive.
• Demonstrated punctuality and reliability to support overall team success in a fast‑paced environment.
• Availability for travel within Canada and internationally as required; possession of a valid passport or equivalent travel documents.

Employment conditions

Applicants must be eligible to work in the country of the position at the time an offer is made and are responsible for obtaining any required work permits, visas or other authorizations. Proof of eligibility must be provided before the start date.

Language requirements

Where qualifications are equal, preference will be given to bilingual candidates.

Diversity and inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible and rewarding workplace that values the unique contribution of our employees to the success of our company. As an employer that ensures equal access to employment, we encourage diverse applications so we can build a workforce that reflects our customers and the communities where we live and serve.

AirCanadathanksallapplicants for their interest, but only those selected for an interview will be contacted.