Airport Duty Officer: Customer Care & Ops Lead

Job Summary

The Airport Duty Officer (Customer Care & Ops Lead) at Royal Air Maroc is a high-level supervisory role responsible for the “Zero-Friction” execution of ground operations at Toronto Pearson International Airport (YYZ). As the senior point of contact during your shift, you balance the “wit” of complex operational decision-making with the “grit” required to manage high-stress passenger service recoveries. You are the ultimate guardian of the airline’s “Quality Standards,” ensuring that every flight departs on time and every passenger feels the “Integrity-first” commitment of the brand.

Job Details

• Employer: Royal Air Maroc (National Carrier of Morocco).

• Location: Toronto, ON (Note: Job posting mentions Canso, NS, but explicitly states “Toronto operations”).

• Position Type: Full-time.

• Experience: Minimum of 5 years in a similar aviation leadership role.

• Linguistic Requirement: Fluent in English and French.

Core Responsibilities

• Operational Oversight: Lead the daily ground handling activities, ensuring that check-in, boarding, and baggage handling meet strict international safety and quality benchmarks.

• Passenger Care Leadership: Act as the primary escalation point for complex customer service interactions, providing “Excellence in Motion” even during difficult conversations.

• Irregular Operations (IROPS) Management: Coordinate passenger care, re-bookings, and hotel accommodations during flight delays, cancellations, or diversions.

• Compliance & Quality Control: Monitor and audit ground service provider (GSP) performance to ensure adherence to Royal Air Maroc’s specific service level agreements (SLAs).

• Stakeholder Coordination: Liaise with airport authorities (GTAA), security agencies, and flight crews to ensure a seamless “Turnaround” process.

• Emergency Response: Serve as a key member of the station’s emergency response team, providing clear communication and leadership during critical incidents.

Candidate Profile

• Aviation Expertise: Deep knowledge of airport operations, including weight and balance, dangerous goods regulations, and departure control systems (DCS).

• Leadership Wit: Proven ability to manage a diverse team of ground staff and third-party contractors under tight pressure.

• Bilingualism: Mastery of French and English is essential to support the airline’s international passenger base and corporate communications.

• Problem Solving: A proactive mindset with the ability to “think outside the box” to resolve operational bottlenecks before they impact the schedule.

• Availability: Must be able to work rotating shifts, including nights, weekends, and holidays, to support the flight schedule.

Technical Insights: The Duty Officer’s “Control Tower” View

In this role, you manage the “Critical Path” for the airline’s Toronto hub.

• SLA Monitoring: You aren’t just watching the clock; you are managing the Service Level Agreements. This includes tracking “First Bag” and “Last Bag” delivery times and ensuring check-in wait times remain within company targets.

• The “Weight & Balance” Final Check: While the ramp crew does the heavy lifting, the Duty Officer ensures the final manifest matches the aircraft’s load sheet for a safe takeoff.

• Passenger Rights Compliance: You must be an expert in APPR (Air Passenger Protection Regulations) to ensure the airline meets its legal obligations during delays while protecting the company’s financial interests.

Job Description

Do you believe that leadership is most visible when things don’t go according to plan? Royal Air Maroc is seeking an Airport Duty Officer to lead our Toronto operations. We aren’t just flying planes; we are providing a bridge between North America and the world. If you have the “grit” to lead a team through a 12-hour winter storm disruption and the “wit” to manage a complex international boarding gate in two languages, you belong in our leadership circle.

In this role, you are an “Operations Architect.” You understand that behind every flight number is a complex web of logistics, security, and human emotion. Your goal is to provide “Excellence in Leadership,” ensuring that every passenger experience reflects our premium brand values. We look for “Integrity-first” professionals who are reliable, authoritative, and passionate about the aviation industry.

Joining Royal Air Maroc means joining a global team with a rich history and an exciting future in the Canadian market. We offer a stable career in a high-stakes environment where your five years of experience will be the key to our collective success. If you are a dedicated professional with a commitment to “Safety and Customer Care,” we invite you to apply and help us lead the way at YYZ.

Royal Air Maroc: Bridging Continents from Canso

Royal Air Maroc stands as a premier gateway between Africa and the world, blending traditional Moroccan hospitality with modern aviation standards. Their culture is defined by “The Wings of Morocco,” emphasizing warmth, cultural pride, and a commitment to safety. Employees thrive in a diverse, multilingual environment that values reliability and international connection.

While headquartered in Casablanca, their presence in Canso, Nova Scotia, offers a unique Canadian vantage point. This historic coastal community provides a serene, rugged backdrop, contrasting the fast-paced nature of global flight operations with maritime tranquility.