Crew Manager

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.

Role Overview:

The Crew Manager is the year-round people leader for an assigned group of onboard crew, ensuring team members are available, qualified, compliant, engaged, and fit for duty to deliver exceptional guest experiences. Reporting to the Director, Planning & Logistics and partnering closely with Planning & Logistics team, People & Culture, Health & Safety, Training, and Onboard Leadership, this role translates operational priorities into clear expectations, develops crew capability, and drives consistent standards of performance, attendance, safety, and accountability. The Crew Manager balances daily operational demands with a forward-looking approach to workforce readiness and continuous improvement.

Key Responsibilities:

Crew Leadership, Performance & Development:

• Lead performance management, coaching, recognition, investigations, and progressive discipline processes, ensuring fair, consistent, and values-based outcomes.
• Support the onboarding and integration of new crew members through partnership with Training and Onboard Leadership.
• Foster an engaged, inclusive environment where crew members receive timely feedback, development support, and clear performance expectations.
• Build accountability, address conflict proactively, and support crew in achieving individual and operational goals.

Attendance, Disability Management & Employee Wellbeing:

• Manage attendance programs, monitor trends, and implement proactive solutions that support operational continuity and crew wellbeing.
• Lead attendance support processes in partnership with People & Culture while ensuring compliance with applicable legislation and employment standards.
• Coordinate accommodation, stay-at-work, and return-to-work plans for occupational and non-occupational absences, using functional abilities information to create practical, sustainable solutions.
• Maintain fitness-for-duty records and ensure operational decisions protect both employees and the business.

Investigations, Claims & Compliance:

• Conduct or support investigations related to guest complaints, safety incidents, conduct concerns, and medical events, gathering facts, documenting findings, and recommending appropriate actions.
• Manage workers’ compensation claims, including reporting, case management, appeals, stakeholder communication, and compliance with regulatory requirements across operating jurisdictions.
• Maintain accurate, confidential, and auditable employee, medical, and claims records while ensuring privacy and legislative compliance.
• Partner with Health & Safety, People & Culture, and operational leaders to identify trends and implement preventative actions.

Operational Readiness & Workforce Continuity:

• Partner with Planning & Logistics to maintain an accurate view of crew availability, qualifications, restrictions, and workforce readiness.
• Support the resolution of staffing disruptions, sick calls, and irregular operations, making sound decisions in time-sensitive situations.
• Maintain on-call support during the operating season and serve as a key decision-maker regarding crew availability and fitness for duty.
• Leverage data, technology, and reporting to inform decision-making, improve operational performance, and identify opportunities for efficiency and process improvement.

What You Bring:

• Ability to lead through influence and partnership, building trusted relationships across operational and corporate teams.
• Strong coaching, communication, and conflict-resolution skills, with the ability to provide candid feedback while maintaining respect and empathy.\
• Sound judgment and confidence making fact-based decisions in complex or ambiguous situations.
• Analytical mindset with the ability to identify trends, investigate root causes, and develop practical solutions.
• Experience driving accountability, managing change, and balancing short-term operational needs with long-term workforce objectives.
• Commitment to continuous improvement, innovation, and leveraging technology to enhance employee and operational outcomes.
• Professional discretion and integrity when handling confidential employee, medical, and business information.
• Resilience, adaptability, and composure in a fast-paced, operational environment.

Experience & Qualifications:

• Post-secondary education in Human Resources, Business Administration, Hospitality, Transportation, Aviation Management, or a related field; equivalent experience considered.
• 3-5+ years of people leadership experience, ideally within transportation, aviation, hospitality, or other operationally intensive environments.
• Experience managing performance, employee relations, workplace investigations, and progressive discipline.
• Experience with disability management, return-to-work programs, and workers’ compensation claims, including WorkSafeBC and WCB-Alberta; U.S. jurisdictional experience is an asset.
• Experience supporting workforce planning, scheduling, or employee availability management.
• Proficiency with HRIS, workforce management systems, Microsoft Office, and data-driven reporting tools.
• Ability to travel, work flexible hours, and provide on-call support during the operating season.

Work Environment:

• Corporate Office – Vancouver-based; This position requires availability on weekends and statutory holidays throughout the season.
• Ability to work hybrid in-office (3 days a week in the office).
• Able to travel away from home base for up to 4 days at a time.

Compensation:

• The base salary offered for this role is $80,000.00 to $88,000.00 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.

• Eligible for Armstrong Collective’s discretionary bonus program.

Perks & Benefits:

• Armstrong Collective supports the health and well-being of its team members through a comprehensive benefits program. Eligible employees may also enjoy retirement savings matching, travel benefits, and additional company perks.

The company is an equal opportunity employer, driven by our values of Creating Meaningful Moments, Being One Team, and Achieving Extraordinary Outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

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This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure, and duties may be changed in response to business requirements.

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