Manager, Terminal Officer

Greater Toronto Airports Authority; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

Greater Toronto Airports Authority (GTAA) is seeking a Manager, Terminal Officer to lead a team ensuring safe, efficient movement of passengers at Toronto Pearson. You will oversee daily terminal operations, collaborate with airlines, government agencies, and tenants, and drive continuous improvement in service delivery and resilience.

You will manage workforce planning, performance, and budgets in a unionized environment, while maintaining regulatory compliance and a world-class passenger

Qualifications

• 7+ years of leadership experience in airport/terminal or comparable operations.
• 3+ years leading frontline teams in a fast-paced, customer-focused setting.
• Experience managing complex stakeholder relationships, including airlines, government agencies, tenants, and service providers.
• Proven success leading operational responses to disruptions and emergencies.
• Strong analytical skills with data and KPI-driven improvements.
• Excellent communication and decision-making abilities.
• Experience leading within a unionized environment.
• Strong organizational skills with multiple priorities.
• Proficiency with Microsoft Office and operational reporting systems.
• Knowledge of airport operations, passenger flow management, and regulatory requirements.
• Post-secondary education in Business, Aviation, Operations Management, or related field.
• Valid Class G Driver's Licence and ability to obtain Transportation Security Clearance.

Responsibilities

• Lead and develop a high-performing team of Terminal Officers, fostering accountability, collaboration, safety and customer service.
• Direct day-to-day terminal operations for safe, efficient passenger movement across terminals.
• Oversee workforce planning, scheduling, performance management, and development in a unionized environment.
• Manage responses to passenger flow challenges, disruptions, emergencies, and irregular operations.
• Build relationships with airlines, government, tenants, service providers and internal stakeholders.
• Monitor contractor performance and ensure compliance with SLAs and standards.
• Champion readiness initiatives for peak travel periods, construction, events, and emergencies.
• Represent Terminal Operations on cross-functional initiatives and transformations.
• Analyze performance, feedback, incident trends and KPIs for improvements.
• Drive process improvements and passenger-focused decision-making.

Skills

Leadership

Stakeholder management

Analytical skills

Communication

Budgeting

Education

Post-secondary education in Business, Aviation, Operations Management

Tools

Microsoft Office

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.
• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans).
• A flexible 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 Associate Director, Terminal Operations, the Manager, Terminal Officer provides leadership and direction to a team of Terminal Officers responsible for ensuring the safe, efficient, and seamless movement of passengers throughout Toronto Pearson’s terminals. This role oversees daily operations, operational performance, stakeholder and contract management, and continuous improvement initiatives that enhance service delivery and operational resilience. Working closely with airlines, government agencies, terminal tenants, and internal partners, the Manager drives collaboration, optimizes terminal operations, and supports a world-class passenger experience while ensuring compliance with regulatory requirements, GTAA policies, and service standards.

As a Manager, Terminal Officer, you will:

• Lead and develop a high-performing team of Terminal Officers, fostering a culture of accountability, collaboration, safety, and exceptional customer service.
• Direct day-to-day terminal operations to ensure the safe, efficient, and seamless movement of passengers across Toronto Pearson’s terminals.
• Oversee workforce planning, recruitment, scheduling, performance management, succession planning, and employee development in a unionized environment.
• Manage operational responses to passenger flow challenges, service disruptions, emergencies, and irregular operations to minimize impacts and maintain service excellence.
• Build strong relationships with airlines, government agencies, tenants, service providers, and internal stakeholders to enhance operational effectiveness and passenger experience.
• Monitor contractor performance and ensure compliance with service level agreements, operational standards, and contractual commitments.
• Champion operational readiness initiatives supporting peak travel periods, construction activities, special events, and emergency preparedness.
• Represent Terminal Operations on cross-functional committees, business initiatives, and organizational transformation projects.
• Analyze operational performance, customer feedback, incident trends, and KPIs to identify risks, opportunities, and continuous improvement initiatives.
• Drive operational excellence through process improvements, innovation, service enhancements, and passenger-focused decision-making.
• Develop and communicate operational reports, business cases, policies, procedures, and recommendations to support informed decision-making and strategic objectives.
• Manage departmental budgets, resource allocation, and operational expenditures while ensuring financial accountability and organizational value.

This is the role for you, if you have:

• 7+ years of leadership experience in airport, terminal, airline, or comparable operational environments.
• 3+ years leading frontline teams in a fast-paced, customer-focused setting.
• Experience managing complex stakeholder relationships, including airlines, government agencies, tenants, and service providers.
• Proven success leading operational responses to disruptions, emergencies, and irregular operations.
• Strong analytical skills with experience using data and KPIs to drive operational improvements.
• Excellent communication, relationship-building, and decision-making capabilities.
• Experience leading within a unionized environment.
• Strong organizational skills with the ability to manage multiple priorities and competing demands.
• Proficiency with Microsoft Office applications and operational reporting systems.
• Knowledge of airport operations, passenger flow management, and regulatory requirements.
• Post-secondary education in Business, Aviation, Operations Management, or a related field.
• Valid Class G Driver's Licence.
• 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.