Director, Terminal Experience & Groundside Services

Greater Toronto Airports Authority; Toronto; Hybrid; CAD 150,000 - 190,000; Full time

Benefits offered by this job

Group Health Benefits

Hybrid work environment

Learning opportunities

Rewards and recognition program

Job summary

Greater Toronto Airports Authority is seeking a Director, Terminal Experience and Groundside Services to lead 140+ professionals and drive resilient, customer-focused terminal operations at Toronto Pearson. You will shape operating models, leverage digital tools, and partner across teams to deliver exceptional passenger experiences and readiness for major infrastructure programs.

Reporting to the Executive Director, Operations and Customer Services Delivery, this role emphasizes safety, service

Qualifications

• 10+ years of progressive leadership experience in large-scale operations.
• Proven track record in customer experience strategy and stakeholder engagement.
• Advanced analytic and decision-making capabilities with a drive for innovation.

Responsibilities

• Shape visions and annual operating plans aligned with GTAA priorities.
• Set world-class standards for passenger flow, safety and reliability across terminals.
• Lead customer experience strategy and embed service standards into daily operations.
• Drive test-and-learn and digital integration to improve efficiency and resilience.
• Anticipate capacity challenges and lead optimization to address bottlenecks.
• Provide cross-functional leadership during emergencies and major incidents.

Skills

Leadership

Customer experience strategy

Operational excellence

Stakeholder engagement

Analytical decision-making

Continuous improvement

Education

Bachelor's degree in business administration or related field

Job description

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?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community.
• Eligibility to participate in our Group Health Benefits Program.
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

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 delivering seamless, resilient, and customer-focused terminal and groundside operations. Leading a team of 140+ professionals, this role drives operational excellence, safety, and service quality while championing innovation and readiness for transformative initiatives such as LIFT.

The Director will play a pivotal role in shaping the future operating model of Toronto Pearson, one that integrates real-time decision-making, digital tools, and cross-functional service delivery to deliver exceptional passenger experiences and operational resilience.

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

• Shape Resilient and Adaptable Operations by setting the vision and leading the creation of annual operating plans aligned with GTAA's strategic priorities.
• Ensure world-class standards for passenger flow, safety, and operational reliability across terminals and groundside environments while driving continuous improvement and operational resilience.
• Champion Operational Excellence in Customer Experience and Innovation by leading the execution of GTAA's Customer Experience Strategy, embedding best-in-class service standards into day-to-day operations, and implementing innovative programs that enhance passenger satisfaction and transform terminal environments.
• Drive operational improvements through test-and-learn initiatives, seamless digital integration, and continuous process optimization to ensure a consistent, high-quality experience across all customer touchpoints.
• Enable Growth and Operational Readiness by anticipating future capacity challenges, leading optimization strategies to address bottlenecks and improve curbside traffic flow, and ensuring readiness for major infrastructure programs such as LIFT.
• Partner with planning and compliance teams to leverage predictive insights for proactive decision-making, while driving transformative operations through the evolution of a data-driven, digitally enabled operating model that enhances efficiency, resilience, and financial sustainability.
• Lead Emergency Preparedness and Operational Resilience by providing cross-functional leadership in planning and executing emergency preparedness exercises and contingency plans, and overseeing Terminal and Groundside Operations' response during irregular operations and major incidents to ensure passenger welfare and operational continuity.
• Establish Performance Governance and Strategic Reporting through the development of KPIs, service standards, dashboards, controls, and reporting practices, while inspiring and developing high-performing teams by modelling GTAA Leadership Behaviours, attracting and retaining top talent, and empowering teams through inclusive collaboration, clear vision, and decisive leadership.

This is the role for you, if you have:

• 10+ years of progressive leadership experience in airport or large-scale operational environments.
• Proven track record in customer experience strategy, operational excellence, and stakeholder engagement.
• Visionary leadership with strong ability to influence and collaborate across complex, multi-stakeholder environments.
• Advanced analytical and decision-making capabilities, with a passion for continuous improvement and innovation.
• Bachelor's degree in business administration, aviation management, transportation, engineering, or related field; Master's degree preferred.
• Ability to obtain and retain Transportation Security Clearance.

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

This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.