Director, Terminal Experience and Groundside Services

Toronto Pearson is transforming. Now's the time for your career to fly.

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada's leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers, all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you?

• Retirement planning and comprehensive group health benefits.
• Employee Assistance Program (EAP) and paid leave.
• Education, training, recognition and rewards programs.

What can you expect from this position?

Reporting to the Executive Director, Operations and Customer Services Delivery, the Director, Terminal Experience and Groundside Services is accountable for seamless, resilient and customer-focused terminal and groundside operations. This leader oversees a large, 24/7 operating environment and advances operational excellence, safety, security and best-in-class customer service across the airport. The role will help transition Toronto Pearson toward a future operating model defined by real-time decision-making, digital integration, cross-functional service delivery, stronger resilience and a significantly improved passenger experience.

As Director, Terminal Experience and Groundside Services, you will:

• Create and implement annual operating plans aligned with GTAA strategic goals, operational commitments and the Pearson Standard.
• Lead 24/7 terminal and groundside operations, coordinating with the Integrated Operations Control Centre, Airside Operations, Maintenance, Security, Commercial and other partners to deliver reliable, efficient and resilient service.
• Establish processes, procedures, service standards and key performance indicators with airlines, government agencies, ground transportation providers and vendor partners to optimize passenger flow and experience.
• Lead continuous improvement practices, operating controls and performance reviews using daily, weekly and monthly metrics for terminal and groundside operations.
• Provide cross-functional leadership for emergency preparedness, exercises, incidents and irregular operations, including contingency execution, corrective action and continuous improvement.
• Own performance dashboards and service standards for terminal and groundside operations.
• Lead implementation of the corporation's Customer Experience Strategy through passenger service initiatives, quality controls and monitoring programs.
• Advance customer service improvement programs covering passenger flow, terminal ambience, training, operational communications and service standards for frontline and contracted personnel.
• Improve queueing, wayfinding support, mobility assistance, crowd management and the peak-hour passenger experience.
• Strengthen the passenger experience during disruptions through clear communications and robust contingencies centred on passenger welfare and satisfaction.
• Develop seasonal optimization plans that address capacity bottlenecks, improve passenger and vehicle flow, strengthen operational reliability and improve passenger satisfaction.
• Lead curbside traffic-flow management and work with surrounding municipalities and jurisdictions to address bottlenecks, capacity constraints and commercial vehicle trends.
• Partner with Planning and Compliance & Monitoring teams so real-time data, predictive insights and modelling inform operational decisions.
• Develop operational readiness plans that minimize disruption and maintain passenger satisfaction before, during and after LIFT.
• Drive operational efficiency and financial sustainability by optimizing resources, maximizing capacity and applying real-time data and analytics to decision-making.
• Leverage technology to strengthen operational resilience, continuity and reporting.
• Build a high-performing, collaborative and accountable culture by setting clear expectations, coaching leaders, developing emerging talent and providing meaningful feedback.
• Foster a positive, healthy and safe work environment in accordance with applicable legislation and regulations.
• Build and influence strong internal and external relationships to gain alignment, improve operations and enhance the customer experience.
• Perform other related duties as assigned.

This is the role for you, if you have:

• A bachelor's degree in business administration, aviation management, transportation, engineering or a related field. A master's degree in aviation, airport operations management or business administration is preferred.
• At least 10 years of progressive leadership experience in airport operations, terminal operations, groundside operations or another large-scale transportation or operational environment.
• Demonstrated experience leading frontline operational teams in high-volume, customer-facing environments.
• Experience planning and delivering operational excellence and developing and implementing customer experience strategies.
• A proven track record negotiating complex, multi-stakeholder customer or partner agreements.
• Experience at a major hub or large international airport with complex terminal and curbside interfaces is preferred.
• Experience implementing operational efficiency programs, queueing or throughput optimization, digital or real-time operational tools, and organizational change or operational transformation is preferred.
• Excellent written and verbal communication skills, with the confidence and executive presence to influence and present at all levels.
• Strong strategic decision-making, analytical and problem-solving capabilities, including the ability to translate information and data into meaningful operational insight.
• Proven relationship-management skills and the ability to build strategic partnerships, align diverse stakeholders and drive results in a complex, multidisciplinary environment.
• Visionary and collaborative leadership skills, including the ability to create shared purpose, motivate others and develop future leaders.
• Advanced analytical capabilities involving dashboards, forecasting models and operational planning tools are preferred.
• Familiarity with modern airport technologies, automation solutions, digital passenger-processing tools, congestion management and terminal-groundside system dynamics is preferred.
• Training in LEAN, continuous improvement or a similar operational methodology is preferred.
• The ability to obtain and retain a Transportation Security Clearance.

Key Attributes Required for this Role:

• Strategic and Operationally Focused
• Transformational People Leader
• Customer-Centred and Innovative
• Clear and Credible Communicator
• Resilient and Decisive
• Accountable and Execution-Focused
• Data-Informed and Results-Oriented
• Comfortable Navigating Complexity and Change
• Collaborative and Influential

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.