Project Operations Coordinator, Airport Service Quality

Position title: Project Operations Coordinator, Airport Service Quality (ASQ)
Reports to: Manager Programme Operations

Job Type: Full Time Permanent
Location: Montreal, Canada (remote work options available per company policy)

About ACI:
Airports Council International (ACI) is the only global trade representative of the world�s airports. Established in 1991, ACI represents airports� interests with governments and international organizations such as ICAO, develops standards and recommended practices, and provides training to raise airport service standards worldwide.

About ASQ:
The Airport Service Quality (ASQ) program is ACI�s globally recognized benchmarking program, measuring passenger satisfaction across airports worldwide.

Role Overview:

ACI is seeking a Project Operations Coordinator to support the successful project execution and daily operations of the ASQ program. This role plays a key part in ensuring the efficiency of internal processes while coordinating project activities, resources, and communication across teams. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced, dynamic, and international environment.

Why This Role Matters:

• You will contribute to a world-class benchmarking program that influences airport service standards globally.
• Work in a collaborative, international team based in Montreal, a hub for aerospace and aviation.
• Enjoy flexibility with remote work as per company policy.

The ideal candidate:

• Demonstrates experience in maintaining processes and optimizing day-to-day operations for efficiency.
• Plans, organizes, and tracks the progress of projects from initiation through completion.
• Provides excellent customer support and ensures stakeholder satisfaction.
• Works independently while keeping project leads and teams informed of progress and key updates.
• Shows a high level of initiative and takes ownership of tasks to drive results.

Primary responsibilities:

� Collaborate with project leads to ensure deadlines and deliverables are met.

� Develop and maintain project documentation, schedules, and reports.

� Manage annual projects to ensure all airport information, system access records, and compliance documentation are accurate, up to date, and aligned with organizational policies.

� Communicate and collaborate with ACI ASQ member airports worldwide to respond to information requests or resolve issues, ensuring high levels of satisfaction.

� Manage and maintain client information and activity tracking in the CRM system to support ASQ team operations and company goals.

• Participate in subcommittee meetings, webinars, presentations, and events as part of ongoing education and engagement with members.
• Contribute to company-wide initiatives and continuous improvement efforts.
• Perform other duties as assigned.

Technical knowledge, skills, and abilities

• Demonstrates 2�4 years of experience in project or operations coordination and/or management.
• Holds a university degree in Project Management, Operations Management, Business Administration, or a related field.
• Provides excellent customer support and manages direct client interactions effectively.
• Identifies operational or project challenges and develops practical, timely solutions.\
• Communicates clearly and professionally, both written and verbally, in English with internal teams, management, and external stakeholders.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other standard office software.
• Experienced in project management tools such as Trello, Asana, or Monday.com (asset).
• Maintains a positive, proactive, and solution-focused attitude, demonstrating adaptability, resourcefulness, and professionalism.

ACI World Values

• Stewardship
• Member-focused
• Integrity
• Excellence
• Collaboration
• Innovation
• Inclusivity

What We Offer

• Hybrid work
• Full benefits (health, vision and dental), including telemedicine
• RRSP company matching contributions
• 4 weeks of vacation per year
• Paid personal/sick days and mental health days (10- days every year)
• Cell phone paid
• Social events and recognition programs
• Opus card discount
• Casual dress
• Training
• Employee rewards and recognition program
• Tedy Wellness Spending Account