Ushma Masrani
@ushmamasrani
I build and scale customer-facing airline operations, leading 1,200+ employees through growth and transformation.
CanadaWhat I'm looking for
I spent nearly 20 years at Porter Airlines, helping build its inflight operation from before commercial launch into a national 24/7 organization of more than 1,200 employees.
As Director, Inflight Services, I led 35+ leaders and six direct-report Managers across multiple locations, with responsibility for customer experience, workforce strategy, operational performance, regulatory compliance, and approximately $10M in operating and labour budgets. I supported the recruitment, onboarding, and integration of 800+ employees and transfers while maintaining customer satisfaction above 85% year over year.
I use operational data to turn business priorities into practical execution, from establishing KPI, Tableau, scorecard, and performance-review routines to redesigning training that reduced failure rates from nearly 20% to approximately 3%. I also led readiness for Porter’s Embraer E195-E2 operation and Toronto Pearson expansion, coordinating teams across Finance, Human Resources, IT, Safety, Training, Flight Operations, and Airport Operations.
Experience
Work history, roles, and key accomplishments
Director, Inflight Services
Porter Airlines
Jan 2017 - Jan 2026 (9 years)
Led Porter's national 24/7 inflight organization of 1,200+ employees and 35+ leaders, managing approximately $10M in operating and labour budgets. Drove workforce strategy, customer experience, and operational performance, maintaining customer satisfaction above 85% and reducing training failure rates from 20% to 3%.
Various Leadership Roles
Porter Airlines
Jan 2006 - Jan 2026 (20 years)
Progressed through increasingly senior operational and leadership roles over nearly 20 years, from frontline operations and training through management and Director-level accountability. Contributed to building the operation through startup, growth, fleet expansion, and organizational transformation.
Manager, Inflight Services
Porter Airlines
Jan 2014 - Jan 2017 (3 years)
Managed day-to-day customer-facing operations and frontline leaders, maintaining service quality, workforce readiness, and operational continuity. Coordinated cross-functionally to resolve issues and coached frontline leaders on performance and service standards.
Supervisor, Regulatory Training And Development
Porter Airlines
Feb 2007 - Dec 2013 (6 years 10 months)
Helped build Porter's inflight training function during early growth, developing regulatory programs, manuals, and procedures. Used performance data to improve training effectiveness.
Education
Degrees, certifications, and relevant coursework
Ushma hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Job categories
Skills
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