Job Description

SENIOR OPERATIONS MANAGER – AVIATION

Are you an experienced and passionate security leader seeking a new opportunity with an award-winning team?

A.S.P. Incorporated has provided security and customer service solutions for 25 years to Canadian clients. We employ more than 1,300 employees and are a subsidiary of ICTS Europe, which is operates in 28 countries and employs more than 18,000 professionals worldwide. A.S.P itself provides services to a wide range of clients such as Commercial, Industrial, Residential, Corporate, as well as Aviation with some of the largest airports in Canada. Specialties include guarding, customer service, K9 detection, and more.

In this key role you'll manage a portfolio of Airports in Toronto including Billy Bishop and Toronto Pearson International Airport. This position requires a strategic, ethical, and experienced leader focused on operational excellence, industry best practices, and accountability. The successful candidate will be responsible for the effective and profitable operations of a portfolio of accounts, with tasks including but not limited to: attending the sites weekly, client support & meetings, employee management, special projects, KPI reporting, contract compliance, training, and health & safety. This role will report to the Vice President of Operations.

What you will do:

• Provide leadership across multiple aviation security and customer service operations, ensuring service delivery meets contractual requirements, service level agreements, and applicable regulatory standards.
• Develop and execute operational plans that align with client expectations, company objectives, and evolving business needs.
• Build and maintain strong client relationships through regular communication, operational reviews, issue resolution, and a proactive approach to service improvement.
• Lead employee relations efforts by supporting engagement, accountability, development, and fair management practices within a unionized and multi-site environment.
• Monitor operational and financial performance through key performance indicators, trend analysis, audits, and reporting, and take corrective action where required.
• Drive continuous improvement initiatives that enhance service quality, safety, efficiency, customer experience, and overall contract performance.
• Oversee administration of respective Collective Bargaining Agreement and handle escalated labor relations matters.
• Oversee / Lead the grievance process (grievance handling, investigation, response, and resolution) to resolve disputes efficiently and minimize organizational risk.
• Act as a bridge between leadership and unionized staff/Union to maintain a harmonious and legally compliant workplace
• Oversee aviation fleet and asset management, including vehicle utilization, maintenance, repairs, replacement planning, and regulatory compliance.
• Manage contract budgets, monitor expenditures, identify cost efficiencies, and maintain strong financial discipline while protecting service standards.
• Lead contract mobilization, transition, and implementation activities, ensuring readiness across staffing, training, equipment, documentation, and timelines.
• Establish and maintain operational standards, procedures, and controls related to inspections, reporting, training compliance, certifications, incident management, and quality assurance.
• Support recruitment, onboarding, training, coaching, performance management, and succession planning to ensure a capable and engaged workforce.
• Coordinate training programs and identify opportunities to improve training effectiveness, operational readiness, and frontline performance.
• Ensure service quality is measured, tracked, and reported against client benchmarks, internal standards, and key performance indicators.
• Support business development activities by providing operational input into proposals, service models, pricing discussions, and implementation planning.
• Prepare and present reports, operational updates, recommendations, and executive summaries to clients and senior leadership.
• Maintain compliance with company policies, collective agreements, security requirements, industry standards, and applicable federal and provincial regulations.
• Participate in maintaining the ISO 9001:2015 Quality System and associated reviews and audits.

Who you are:

• Eligible to obtain and maintain a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC).
• Valid Ontario Provincial Driver’s License.
• Ability to support a 24/7 operational environment, including travel to airport sites and temporary relocation for contract mobilization when required.
• Valid Ontario Security License, maintained in good standing.
• Ability to work flexible hours, including nights, weekends, and statutory holidays, based on operational requirements.
• Successfully complete all initial and recurrent company training as required.
• Valid First Aid and CPR certification, or the ability to obtain and maintain it.
• Post-secondary diploma, or degree in a business-related field or equivalent industry experience.
• Minimum of 8 to 10 years of progressive operations leadership experience, preferably within aviation, airport, transportation, security, or customer service environments.
• Demonstrated experience managing client contracts, service level agreements, budgets, operational performance, and key performance indicators.
• Proven leadership experience managing multi-site operations and large unionized workforces.
• Strong background in process improvement, quality assurance, project management, performance reporting, and workforce planning.
• Proficiency in Microsoft Office and other business systems; experience with scheduling, workforce planning, fleet management, and customer relationship management systems is considered an asset.
• Strong leadership presence with the ability to align teams around clear goals and expectations.
• Excellent relationship-building skills with clients, employees, stakeholders, and internal partners.
• Strong analytical, problem-solving, and decision-making ability, with confidence interpreting data and performance measures.
• Effective verbal and written communication, presentation, negotiation, and facilitation skills.
• Strong business acumen with a focus on service quality, budget accountability, and operational performance.
• Highly organized and able to manage multiple priorities in a fast-paced and evolving environment.
• Strategic thinker with a practical, hands-on approach to execution and issue resolution.

Why you should work with A.S.P:

• We care about our team and their personal & professional success.
• We offer competitive salaries and benefits.
• Medical and dental benefits for all full-time employees.
• Excellent in-field experience and training to prepare you for continued growth in the security industry.
• A top-of-the-line employee assistance program which offers mental health and wellness education and support.
• A Diversity, Equity, and Inclusion program that welcomes all employees and abilities.
• Exciting employment opportunities across multiple provinces and divisions.

We welcome applicants of all backgrounds. This posting does not require Canadian work experience.

Salary Range: $85,000-$95,000 total compensation.

This posting is for an existing vacancy

Use of AI in hiring:

- ASP may use automated or AI-enabled tools to support applicant screening and selection. Human review is part of the final hiring decision.

A.S.P. Incorporated is committed to supporting a diverse workforce from the various communities in which we operate. We encourage all qualified professionals without regard to race, gender identity, colour, sex, marital / family status, citizenship, religion, sexual orientation, aboriginal status, and age to apply.

We hire for PERSONALITY. We train for the job.