Operations Manager, Dispatch

Pacific Pilotage Authority

Operations Manager, Dispatch

The Operations Manager, Dispatch (“Manager”) is responsible for overseeing the operations of PPA’s Dispatch
Department. Reporting to the Director, Pilotage and Industry Liaison, the Manager is a key member of the
management team, responsible for building and leading dispatch teams and managing shore-based
operations in Victoria and Vancouver.

The Manager should be a hands-on, proactive leader, who thrives in a collaborative, fast-paced environment with a high level of responsibility. They act as a subject matter expert and advise the leadership team on all aspects of dispatch operations and interpretation of pilots’ contracts.

The Manager leads technological and organizational improvement initiatives within the dispatch department.

Job Responsibilities

  • Oversees the daily operations of PPA’s Dispatch Department,
  • Provides support to the Directors of Marine Operations,
  • Collaborates with Directors of Marine Operations on operational projects and initiatives,
  • Leads a team of 18 unionized employees in the Vancouver and Victoria dispatch operations centres, including recruiting, training, and coaching dispatch team members,
  • Fosters a collaborative, team environment in the dispatch department,
  • Responsible for mentoring team members, conducting annual performance reviews and developing
    individual education plans for dispatch staff,
  • Provides dispute resolution between dispatchers, pilots, and/or industry regarding day-to-day activities,
  • Provides direction to staff on sensitive operational issues and interpretation of pilots’ contracts,
  • Develops and manages all operational service provider relationships including invoice reconciliation,
  • Serves as a liaison between pilots, dispatchers and the shipping industry,
  • Establishes and maintains communications with contract and employee pilots and their representative organizations on dispatch matters,
  • Provides first response for resolving problems regarding service complaints and invoice disputes,
  • Creates and maintains operational documentation. Examples include the Dispatch Training Manual,
    Memos to Dispatchers and operations and dispatch procedures,
  • Represents the Authority at numerous industry and stakeholder meetings and events,
  • Provides orientation to pilot apprentices on dispatch processes and procedures,
  • Provides information to users of pilotage services on dispatch procedures, tidal and dock conditions,
  • Oversees the maintenance and improvement of the Authority’s customized pilotage management
    computer system,
  • Creates and provides automated custom pilotage data reports and historical pilotage data to
    stakeholders on an as required basis,
  • Liaises with the accounting department to resolve billing and payout issues,
  • Advises management team on interpretation of pilots’ contracts,
  • Advises management team on methods and procedures for improving the pilotage dispatch system,
  • Acts as Transportation Security Clearance Authorizing Signatory,
  • Provides analysis of pilotage data for decision-making purposes

Qualifications and Qualities

  • Marine certifications and/or post-secondary education in business administration, operations, or a
    related field is an asset,
  • Five+ years of progressive leadership experience in dispatch operations is preferred,
  • Knowledge of the marine transportation industry is preferred,
  • Experience in labour relations and/or managing in a unionized environment is an asset,
  • The successful candidate will be technologically adept and able to harness data and technology to
    manage dispatch operations,
  • A hands on, approachable leader with a talent for building teams, developing team members, and
    fostering open communication,
  • A drive for results, excellent problem-solving skills, a collaborative approach, and proven decision-making abilities,
  • Strong written communication skills with the ability to produce reports, manuals, presentations, and other professional documentation,
  • An effective communicator, able to successfully resolve escalated issues with dispatch, Pilots, and industry with tact and confidentiality

Competencies and Personal Characteristics

Leadership – Achieves desired organizational results by encouraging and supporting the contribution of
others; a proactive and positive team player who acts with a sense of urgency and leads by example; sets
and communicates clear goals.

Accountable – Holds self and others accountable for responsibilities; focuses on results and measuring
attainment of outcomes in a business focus.

Strategic – Develops a plan in support of organizational strategic direction. Demonstrates an understanding of the link between one’s job responsibilities and overall organizational goals and needs.

Integrity and Honesty – Demonstrates a resolute commitment to and respect for the spirit behind the
rules and core values of the organization, setting an example of professionalism and ethical propriety.
Influential and Collaborative – Has an open and consistent approach to working with others and
possesses strong interpersonal skills, with the ability to build relationships and develop/maintain
partnerships, obtaining stakeholder agreement.

Creativity and Innovation – Develops new insights into situations; questions conventional approaches;
encourages new ideas; designs and implements new or cutting-edge programs/ processes

Effective Working Relationships – Treats colleagues, and stakeholders with respect; resolves conflicts in a timely manner, negotiates effectively, and provides effective feedback to colleagues/employees.

Communication – Clearly presents written and verbal information; writes with clarity and purpose;
communicates effectively in both positive and negative circumstances; listens well.

People Development – Fosters learning and development of others through coaching, managing
performance and mentoring; has a genuine desire to develop others and help them succeed; formally and
informally recognizes deserving staff and colleagues.

Stakeholder Focused – Anticipates and attends to the needs of internal and external stakeholders of the
organization; or customer interests in the forefront.



A competitive compensation package will be provided including an attractive base salary and excellent benefits.

Further details will be discussed in a personal interview.

How to Apply


James Laing or Tony Kirschner
#880—609 Granville Street
Vancouver, BC V7Y 1G5
Phone: (604) 688-8422
Email: vancouver@leadersinternational.com