Operations - Passenger Experience Specialist

Winnipeg-Airports-Authority-Inc.-1; Winnipeg; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Full Benefits (Health, Dental & Vision

Healthcare Spending Account

Lifestyle Spending Account

Employee Assistance Program

Top Employer recognition

Job summary

Winnipeg Airports Authority invites applications for a Passenger Experience Specialist to support passenger journeys and manage volunteer programs including YWG Goldwings and the Therapy Dog Program. You will coordinate terminal events, displays, decor, signage, and terminal music programs, collaborating with internal teams, volunteers, vendors, and partners to ensure a seamless passenger experience.

The role requires strong customer service, planning, multitasking, and the ability to meet tight

Qualifications

• College diploma in related field preferred.
• Experience in passenger service or volunteer programs is an asset.
• Strong communication and organizational skills required.

Responsibilities

• Coordinate YWG Goldwings volunteer program including recruitment and scheduling.
• Support St. John Ambulance Therapy Dog Program coordination.
• Track participation and maintain program materials and documentation.
• Coordinate terminal events, displays, signage, decor, and music programs.
• Ensure displays meet safety, accessibility, and brand requirements.
• Prepare reports on passenger experience observations and trends.
• Maintain inventories of supplies and equipment.
• Perform other related duties as assigned.

Skills

Volunteer program coordination

Event planning

Customer service

Stakeholder engagement

Communication skills

Education

College diploma in Business Administration, Hospitality, Tourism, Communications or Public Relations

Job description

Operations - Passenger Experience Specialist

249-2000 Wellington Ave, Winnipeg, MB R3H 1C2, Canada

Job Description

Posted Friday, August 28, 2026 at 6:00 AM | Expires Saturday, September 12, 2026 at 5:59 AM

The Organization

The Winnipeg Airports Authority (WAA) is a community-based, non-share capital corporation that operates, manages, maintains, and invests in the Winnipeg Richardson International Airport and affiliate businesses.

WAA is a critical player in the development of one of Canada’s strategic transportation hubs. As a perennial “Manitoba Top Employer”, WAA prides itself as an organization that attracts engaged employees with the right combination of skills, values, and attitude to help us achieve our mission of connecting communities. http://www.waa.ca .

Job Title: Passenger Experience Specialist

Reports to: Manager, Terminal Operations

Type: One-Year Term, Full-Time

Closing Date: September 11, 2026

The Opportunity

Reporting to the Manager, Terminal Operations, the Passenger Experience Specialist supports the delivery of positive passenger journeys and memorable airport experiences. This position is responsible for supporting and administering WAA’s volunteer programs, including the YWG Goldwings and St. John Ambulance Therapy Dog Program. The role also coordinates terminal events, engagement displays, seasonal decor, signage requirements, and terminal music programs.

Working collaboratively with internal departments, airport partners, volunteers, vendors, and suppliers, the Passenger Experience Specialist supports the seamless day-to-day delivery of established passenger experience programs and initiatives.

Responsibilities include:

• Support the administration, recruitment, training, scheduling, deployment, and coordination of the YWG Goldwings volunteer program
• Coordinate with St. John Ambulance in support of the airport’s Therapy Dog Program
• Track volunteer participation, identify successes and service gaps, provide updates to management, and assist with maintaining volunteer documentation, procedures, and program materials
• Coordinate logistics for terminal activations, seasonal programming, special events, and new route celebrations, including timelines, brand ambassadors, signage, promotional materials, catering, decor, and audiovisual requirements
• Plan and coordinate the installation, maintenance, rotation, and removal of terminal engagement displays, seasonal decor, and elevator posters
• Ensure displays, signage, posters, and decor meet airport requirements for safety, accessibility, brand presentation, and passenger experience
• Develop and coordinate the terminal’s overhead and live music programs, including working with third-party contractors on scheduling and music selections
• Conduct passenger experience quality assurance walk-throughs, document observations, monitor service standards, identify trends, and provide summary reports
• Track follow-up items, Escalate concerns or deficiencies, and identify opportunities to improve service quality and the overall passenger experience
• Maintain program inventories and coordinate the appropriate use and storage of volunteer supplies, signage, promotional materials, and event equipment
• Perform other related duties as assigned

Selection Criteria include:

• A college diploma in Business Administration, Hospitality Management, Tourism Management, Communications or Public Relations, Event Management, Community Development, Non-Profit Management, or a related discipline is preferred
• A college diploma combined with up to two years of related work experience, or three to five years of directly related experience in passenger service, customer experience, volunteer program coordination, event planning, airport operations, or stakeholder engagement
• Demonstrated ability to coordinate programs, events, schedules, materials, and multiple stakeholders
• A strong customer service orientation and the ability to anticipate and respond to passenger needs
• Strong interpersonal skills, with the ability to build positive working relationships with volunteers, colleagues, partners, vendors, and members of the public
• Sound judgement, adaptability, and professionalism when responding to service concerns, operational changes, and competing priorities
• Strong planning, organizational, and communication skills, with the ability to manage multiple assignments and meet established timelines
• Ability to work collaboratively across departments and navigate organizational policies and operational requirements effectively
• Ability to identify service trends and opportunities for continuous improvement through observations, feedback, and program information
• Ability to safely perform the physical requirements of the position, including standing and walking throughout the terminal and occasionally lifting, pushing, or carrying materials weighing up to approximately 23 lbs

Work with us!

• Highly competitive salary
• Full Benefits package of Health, Dental & Vision
• Healthcare Spending Account to use on additional benefit expenses
• Lifestyle Spending Account to use on Wellness expenses such as health and fitness
• Employee Assistance Program
• Opportunity to work with a high functioning team of professionals working on a diversified portfolio
• Proud to be named one of Manitoba’s Top Employers annually since 2011

Conditions of employment include the ability to obtain and maintain an Airport Restricted Area Identification Card (RAIC) and Transportation Security Clearance (TSC), inclusive of approval for U.S. Preclearance.

Winnipeg Airports Authority is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility. We encourage all qualified applicants experiencing barriers to equity to self-identify in their application.

Accommodations are available upon request during the assessment and selection process.

249-2000 Wellington Ave, Winnipeg, MB R3H 1C2, Canada