Ushi Masrani

Enterprise operations and customer experience executive with nearly 20 years at Porter Airlines, including more than nine years leading a national, highly regulated function at Director level. Built core service and training capabilities before Porter's first commercial flight, then helped scale the organization into a 24/7, multi-base operation spanning 1,200+ employees, 35+ leaders, six direct-report managers and a $10M operating and labour budget. Advised the COO and executive leadership on workforce, service, operational performance and risk, providing confidential analysis and materials for executive and Board-level decision-making.

Director, Inflight Services at Porter Airlines (2017-01 – 2026-01)

Executive accountability for customer experience, brand and service, 24/7 operations, recruitment, regulatory training, quality assurance, workforce strategy and performance across Dash 8 and E195-E2 operations.

• Directed a national, multi-base organization of 1,200+ employees and 35+ leaders, including six direct-report managers, with accountability for a $10M operating and labour budget.
• Advised the COO and executive leadership on operational performance, workforce strategy, customer experience, regulatory risk and organizational priorities; prepared confidential analysis supporting executive and Board-level decisions.
• Designed and evolved the Inflight operating model across Brand and Service, Operations, Recruitment, Quality Assurance, Training Planning, Base Leadership and aircraft-specific Regulatory Training, supported by a 25-person training team.
• Maintained Inflight customer satisfaction above 85% year over year by converting customer feedback, service data and brand expectations into clearer standards, training and onboard execution.
• Translated Porter's E195-E2 growth strategy and Pearson expansion into executable plans covering organization design, headcount, recruitment, regulatory approvals, training, technology, customer experience and operational risk.
• Oversaw recruitment and integration of more than 800 employees, approving headcount and strengthening high-volume hiring through dedicated recruitment leadership, iCIMS screening and video interviewing.
• Reduced recurring training failure rates from approximately 20% to 1% by strengthening program design, performance monitoring, instructor accountability and early intervention.
• Created and hired dedicated supervisors for Inflight Recruitment, Quality Assurance and Cabin Crew Training Planning, adding the leadership infrastructure required to scale hiring, controls and workforce readiness.
• As Transport Canada-approved Flight Attendant Manager, held accountability under two Air Operator Certificates and translated regulatory requirements into operating policy, resource priorities, governance, training and frontline execution.
• Established executive reporting and monthly governance using customer, operational, safety and compliance KPIs to identify emerging risks, assign accountability and monitor corrective actions through closure.
• Led audit readiness and regulatory oversight across Transport Canada and IOSA programs, coordinating leaders, evidence, operational reviews and sustainable corrective actions.
• Directed the 18-month pandemic shutdown and restart of Inflight operations, aligning employee communications, workforce recall, requalification, protective measures and service readiness while maintaining weekly connections with nearly 400 cabin crew.
• Led vendor selection, RFP and third-party performance processes, establishing service expectations, escalation paths and accountability across external operating partners.
• Developed managers and frontline leaders across operations, service, training and crew bases, strengthening succession, accountability and a people-first performance culture during rapid growth and disruption.

Manager, Inflight Services at Porter Airlines (2014-01 – 2017-01)

• Managed daily Inflight operations, frontline leadership, workforce readiness and operational continuity while maintaining Transport Canada requirements and company service standards.
• Used operating and compliance indicators to identify trends, address performance gaps and coordinate corrective actions across Flight Operations, Airport Operations and Operations Control.
• Led teams through disruptions and emergencies, balancing passenger care, employee safety, operational recovery and regulatory requirements.

Supervisor, Regulatory Training & Development at Porter Airlines (2007-02 – 2013-05)

• Joined Porter before commercial operations and helped build the original Inflight function, including recruitment standards, cabin crew grooming expectations, service training, regulatory programs, procedures and supporting documentation.
• Developed and maintained Transport Canada-approved initial, recurrent and requalification programs and trained employees and leaders in safety, service, emergency response and operational standards.
• Used incident findings, audit feedback and frontline experience to update training and procedures, improving consistency as the airline expanded.

Inflight Purser at Porter Airlines (2006-06 – 2007-02)

• Led cabin crews in a safety-critical, customer-facing environment and moved quickly into training and operational leadership as Porter prepared to launch.