About North Star Air
We connect people, goods, and communities across the North. Our team is safety-driven, mission-focused, and proud to make a real impact every day.
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Position Summary
Reporting to the VP of Operations, the Regional Customer Service Manager is responsible for overseeing customer experience, service standards, staff coaching, and complaint resolution. This role ensures that all passenger stations operate safely, efficiently, and in compliance with company policies, Transport Canada regulations, and the Safety Management System (SMS).
The Regional Customer Service Manager works closely with Base Managers, Reservations, Passenger Service Agents and Northern Agents in managing customer service teams across bases, monitoring service KPIs, training CS staff, handling escalations, improving passenger experience.
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Key Responsibilities
Regional Operational Oversight
· Provide leadership and operational oversight for multiple stations within the assigned region.
· Ensure operational readiness and efficient handling of scheduled and charter flights.
· Monitor operational performance including on-time performance, cargo handling, and passenger service standards.
· Identify operational risks and implement corrective actions to maintain operational continuity.
· Ensure consistent implementation of company policies and operational procedures across all bases.
· Support recruitment, training, and development of operational leadership staff.
· Foster a strong culture of safety, accountability, and operational excellence.
· Ensure regional compliance with Transport Canada regulations, company operations manuals, and Safety Management System (SMS) requirements.
· Participate in incident investigations and ensure corrective actions are implemented.
· Act as a key liaison between regional bases and corporate departments including Flight Operations, Maintenance, Safety, HR, and Commercial.
· Ensure timely communication of operational directives, procedural updates, and organizational initiatives.
· Monitor operational performance metrics and identify opportunities for improvement.
· Support strategic initiatives including network expansion, charter operations, and operational efficiency improvements.
· Oversee Customer Care delivery, including irregular operations, lost/missing/damaged cargo and customer compensation.
· Provide leadership during operational challenges and ensure resources are deployed effectively across the region.
· Support resolution of escalated customer issues.
· Accountable for budgets of various bases including staffing levels, spends and OT
What We’re Looking For (Qualifications)
· 7–10 years of aviation operations experience, preferably within airline or regional carrier operations.
· 3–5 years of leadership experience managing operational teams.
· Strong knowledge of airport operations, cargo operations, passenger services, and airline operational procedures.
· Familiarity with Transport Canada regulations and Safety Management Systems (SMS).
· Ability to travel frequently between operational bases.
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Working Conditions
· Monday–Friday schedule; occasional weekends or overtime as required.
· Ability to respond to operational disruptions outside regular business hours.
· Exposure to airport ramp environments and varying weather conditions.
· Primary work location: Thunder Bay, ON.
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Benefits & Perks
· Extended Healthcare · Paid Time Off · Company Events
· Vision Care, Dental Care · Flight Benefits · Service Awards
· Employee Assistance Program · Company Discounts · Employee Recognition
· Disability Insurance, Life
Insurance · e-Store Merchandise · On-Site Parking
· RRSP, Employee Stock
Purchase Plan, Profit Sharing
(Benefits are subject to eligibility and plan terms.)
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Eligibility & Accommodation
Applicants must have current eligibility to work in Canada. We appreciate all applications; only those selected for an interview will be contacted. Accommodation is available upon request for candidates taking part in all aspects of the selection process.
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How to Apply
Please email your cover letter and resume to [email protected]. Use the subject line: “Regional Manager” (to distinguish your application).
Job Types: Full-time, Permanent
Pay: $70,000.00-$95,000.00 per year
Benefits:
- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
Work Location: In person
