Job Description

Who We Are

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Location: Niagara Falls, ON

Status: Full-Time Permanent, On-Site (with ad-hoc flexibility)

This posting is to fill an existing vacancy.

About the Role

The Operations Manager is responsible for overseeing the day-to-day operations of Niagara Airbus, which was acquired by CAA Niagara in 2022, ensuring efficient service delivery, effective resource management, and an exceptional customer experience. This role manages scheduling, team leadership, operational planning, and continuous improvement initiatives to support a 24/7 transportation environment. The Operations Manager serves as a key point of coordination between drivers, dispatch, customer service, and leadership to ensure high operational standards and service excellence.

The expected salary range for this role is $50,000.00–$65,000.00, plus participation in the Manager Incentive Plan. Placement within this range will be determined based on the successful candidate’s qualifications, skills, and experience.

Key Responsibilities

• Oversee and manage daily operational activities to ensure timely, reliable, and efficient service delivery.
• Lead, mentor, and support employees, fostering engagement, accountability, and high performance.
• Develop and maintain driver and staff schedules, ensuring appropriate coverage for 24/7 operations.
• Coordinate vacation scheduling, shift adjustments, and staffing needs to meet changing business demands.
• Support and resolve operational issues, including service disruptions, customer concerns, and staffing challenges.
• Collaborate with employees to ensure service standards are met and escalated issues are addressed promptly.
• Monitor operational performance, identify gaps, and recommend process improvements to enhance efficiency and customer experience.
• Ensure compliance with company policies, transportation regulations, and safety standards.

Qualifications & Skills

• Proven ability to lead and develop teams in a fast-paced, customer-focused operational environment.
• Strong decision-making and problem-solving skills, with the ability to manage issues under pressure.
• Excellent communication and interpersonal skills, with the ability to work effectively across departments.
• Strong organizational and time management abilities, with experience managing scheduling and staffing.
• Ability to analyze operational performance and recommend improvements.
• Proficiency with scheduling software, reporting tools, and Microsoft Office applications.

Education & Experience

• Post-secondary education in Business, Operations Management, Transportation, or related field, or equivalent experience.
• A valid Class F license is required (or willing to obtain).
• Minimum 2–3 years of progressive experience in operations or logistics.
• Experience supervising or managing staff in a 24/7 operational setting preferred.

Working Conditions

• Regular working hours of forty (40) per week, with flexibility based on meetings and business needs.
• Expectation of on-call coverage due to the 24/7 operations and flexible working hours are encouraged during these times.
• Working in an office environment with frequent interruptions. This role is primarily in-office, based out of Niagara Falls, ON.
• Occasional work outside regular business hours to support operational needs.
• Driving within the Niagara Region and to surrounding areas may be required.

What’s In It For You

• 100% employer-paid premiums for health, dental, vision, life, and travel insurance
• Virtual healthcare and nurse navigation support
• Defined Contribution Registered Pension Plan
• Growth, training, and development opportunities
• Give Where You Live program (community volunteer program)
• Green and Wellness Reimbursement Program
• Paid personal and vacation hours

Interview Process

Our process is designed to provide a full picture of how you would contribute to our team:

1. Pre-screening call
2. In-person interview
3. Background and references
4. Offer

CAA Niagara does not currently use artificial intelligence in screening or selection of applicants.

CAA Niagara is an equal opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at hr@caaniagara.ca

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.