New job at WestJet (via |

Director, Inflight

January 24 2020
Industries Airspace, Aviation, National Defence
Categories Aerospace, Aviation, Airport, Professional and Administration Positions
Calgary, AB

Employment Type: Full Time

City: Calgary, AB (YYC)

Director, Inflight

Reporting to:

Vice President, Inflight




  • YVR Base Manager
  • YYC Base Manager
  • YYZ Base Manager
  • Manager Inflight Training
  • Manager L & D Instructional Design
  • Manager Service Delivery Standards


22 Aerial Place NE, Calgary, Alberta T2E3J1

Permanent / Full-Time Position

Company Background, Culture, and Values

WestJet is an iconic Canadian brand, headquartered in Calgary, Canada. WestJet is continually recognized as one of the top employers in the country and one of Canada’s most admired corporate cultures.

Founded as a regional carrier in Calgary in 1996, with 3 aircraft and 220 employees, WestJet has experienced momentous growth. Today, WestJet is a thriving international airline operated by 14,000+ employees, collectively known as WestJetters. Through scheduled flights across a rapidly expanding network, WestJet also operates WestJet Vacations (providing air, hotel, car and excursion packages), and WestJet Encore (a regional airline operating in Canada and the United States). Further, WestJet has recently launched an ultra-low cost carrier (ULCC), Swoop, a wholly owned subsidiary, with its first flight successfully completed in June, 2018.

WestJet has begun its evolution from a low-cost carrier (LCC) to a global, full-service network carrier with a focus on providing a world class option for premium travelers. WestJet is investing in improving its premium service offering across its fleet and is making enhancements to its network and schedule.

In addition to WestJet’s international network expansion, the company has also entered into a definitive agreement with Delta Air Lines to create a comprehensive transborder joint venture arrangement that will offer customers an extensive route network within the U.S. and Canada. WestJet has also signed commercial partnerships with other industry leading airlines including Air France KLM, Aeromexico, and Qantas Airways.

WestJet unveiled a refreshed set of values in 2018 which were built over two years by WestJetters. These values and the behaviours that accompany them will set the stage for global expansion in a way that is uniquely WestJet:

  • Act like an Owner: I take responsibility for my decisions and accountability for the outcomes.
  • Care from the Heart: I do the right thing and do things right, because I care.
  • Rise to the Challenge: I have the courage of a champion, relentless in my pursuit of excellence.
  • Work Together to Win: I play my part, connecting as one team. Together we fly.

On December 11, 2019, WestJet and Canadian private equity firm, Onex Corporation, announced that the friendly acquisition deal valued at $5 billion was successfully completed. The acquisition by Onex marks another pivotal step towards WestJet’s ongoing transition from a low-cost regional carrier to a full-service global airline. WestJet will remain headquartered in Calgary, Alberta.

WestJet recognition and awards:

  • 2019/2018/2017 Best Airline in Canada (TripAdvisor Travellers' Choice awards for Airlines)
  • 2019 Winner Among Mid-Sized Airlines in North America (TripAdvisor Travellers' Choice awards for Airlines)
  • 2018/2017 Winner Among Mid-Sized and Low Cost Airlines – North America (TripAdvisor Travellers' Choice awards for Airlines)
  • 2018 Winner – Economy, North America (TripAdvisor Travellers' Choice awards for Airlines)
  • 2018 Number-One-Ranked Airline Credit Card in Canada (Rewards Canada)
  • 2018 North America's Best Low-Cost Airline (Skytrax)
  • 2018/2017/2016 Canada's Most Trusted Airline (Gustavson School of Business at the University of Victoria)

WestJet is also one of the few airlines globally that does not commercially overbook. For more information about everything WestJet, please visit

Director, Inflight

Reporting to the Vice President, the Director, Inflight will directly oversee a leadership team of talented professionals and will be responsible for leading the cabin crew performance and operational requirements for over 3,300 team members in the Inflight Department. The Director will innovate our thinking and approach to our Inflight strategy and programs for our mainline carrier. They will continually push to improve our standard of excellence across all aspects of Inflight programs, policies and initiatives; ensuring the Inflight division successfully scales WestJet’s near and long-term growth trajectory.

The Director, Inflight position is based at WestJet headquarters in Calgary, Alberta, with domestic and international travel as necessary. The successful candidate is expected to relocate to the area. Furthermore, the successful candidate must possess or complete WestJet Cabin Crew Member Training and certify to operate as a WestJet Cabin Crew Member. Candidates are expected to operate four flights per month as a functioning Cabin Crew Member.

Key Responsibilities

The Director, Inflight is directly accountable for the following activities:

  • Lead the strategic and operational elements of the Inflight department, in alignment with WestJet’s business objectives, budget and key performance indicators (SPOT).
  • Implement policies and processes related to Inflight operations, crew management and employee engagement, while working across other company departments to ensure consistency among standard policies and procedures.
  • Build strong and sustainable working relationships with key operational stakeholder groups including Flight Operations, People and Culture, Technical Operations, Safety and Airports.
  • Lead, coach and develop a high-performing and accountable team across the Corporate and frontline inflight functions to peak performance as the business evolves, ensuring clear expectations for all levels of department leadership.
  • Demonstrate a high level of visibility through base visits, crew flying interactions and regular communication touch points with the Corporate and Frontline teams.
  • Leverage cabin crew feedback and engagement to create a culture of continuous improvement and ensure opportunities for improvement are quickly identified and acted upon.
  • Along with the Manager, Inflight Training, ensure best-in-class and innovative execution of content, scheduling and delivery of initial and annual training programs.
  • Ensure a current and approved flight attendant manual and associated training programs are in place and compliant with all industry and legislative requirements.
  • Execute and adhere to work rules outlined in the Cabin Crew Agreement or Union Agreement and participate in dispute resolution processes, as required.
  • Build a strong working relationship with the Crew Services department and establish service level agreements regarding pay and scheduling to ensure a consistent experience for cabin crew members.
  • Implement programs and tools that manage and improve crew attendance and overall reliability.
  • Ensure cabin crew is adhering to service and regulatory standards and procedures, including SPOT, Transport Canada requirements and WestJet policy.
  • Partner with People and Safety departments to implement a consistent infrastructure that demonstrates a reduction of absenteeism, injuries and provides support for return to work programs.

Professional Experience & Qualifications

The Director, Inflight will be an experienced airline leader with a comprehensive understanding of Inflight operations. This individual should have a pragmatic and professional nature, be able to establish and meet deadlines, and be a highly motivated, well-rounded leader with a high energy level. The Company is also looking to this individual to be an active contributor to the business and take a value-added approach to the role. In addition, this individual must have following experience and credentials:

  • Minimum of five years of airline leadership experience, specifically in Inflight services at the Manager level or above is required.
  • Regulatory experience and knowledge, with an understanding of the Transport Canada, FAA, and/or EASA procedures.
  • Familiarity with HR best practices, particularly regarding sustained engagement within a complex, growth-oriented environment.

Education and Additional Considerations

  • Undergraduate or post graduate degree (e.g. MBA) in a relevant field would be an asset.
  • Previous training and experience as a cabin crew member would be preferred.
  • Candidates must possess or complete WestJet Cabin Crew Member Training and certify to operate as a WestJet Cabin Crew Member. Candidates are expected to operate four flights per month as a functioning Cabin Crew Member.

Competencies & Attributes

  • Must possess excellent leadership and influencing skills with a track record of developing and inspiring a high performing, customer and sales-oriented team.
  • Must excel in a fast paced, dynamic environment, with a high degree of motivation and commitment to working with a team in the unique WestJet culture.
  • Superior communication, presentation, facilitation and interpersonal skills with the ability to organize and prioritize work to meet deadlines and handle multiple projects.
  • Excellent process analysis and problem-solving skills with prior experience overseeing performance management, budget planning, and project management portfolios.
  • A positive, “can-do” attitude and customer focused approach in order to deal with challenging situations with integrity, empathy and sincerity.
  • A creative thinker with an ability to translate best practices research into strategy.
  • Blends a long-term, strategic outlook and orientation with the ability, willingness and humility to “roll up their sleeves” as needed.
  • Exhibits strong executive leadership and a high degree of cross-functional cooperation, with the ability and inclination to influence without relying on the use of positional authority.
  • Has demonstrated the ability to identify, attract, develop and retain top talent, maintaining strong engagement across high performing teams. Actively contributes to talent management and succession planning programs.
  • Exudes high integrity and strong ethics; pre-disposed to WestJet’s core values and culture.
  • Comfortable leading in an employee-centric corporate environment; a visible and accessible leader of people as well as a domain expert.
  • As a solutions-oriented leader, fosters a culture of creativity, innovation, common sense and proactivity.


A competitive compensation package will be negotiated based on experience and qualifications.

This position is eligible for a performance bonus as per WestJet’s compensation policy and the Total Rewards program that includes the following: extended health, emergency travel medical, dental, vision, short-term disability (STD), long-term disability (LTD), life insurance, accidental death and dismemberment (AD&D) & travel benefits. This position is also eligible for relocation assistance.

Please note the position is based at WestJet headquarters in Calgary, with domestic and international travel required as necessary. The successful candidate is expected to relocate to Calgary. Learn more about life in Calgary here:

Application Instructions

Please submit your application via the WestJet website:

We thank all applicants for their interest, however only those candidates that meet the minimum qualifications and are selected for interviews will be contacted.

WestJet An Alberta Partnership

22 Aerial Place NE

Calgary, AB T2E 3J1

P. 1-888-937-8583

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

  • A fun and friendly culture with colleagues who work together to win
  • Travel privileges for you and your family
  • Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now!

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's?Alcohol and Drug Policy.?

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity and accessibility and if you require accommodation during the selection process, please let our Recruitment team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

Apply now!