Senior Manager, Passenger Experience Strategy (Hybrid)

Greater Toronto Airports Authority; Toronto; Hybrid; CAD 110,000 - 170,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible hybrid work environment

Learning opportunities and recognition

Job summary

Greater Toronto Airports Authority is seeking a Manager, Customer Experience Strategy to champion the passenger experience vision across Toronto Pearson. You will lead strategic initiatives, build alignment with the airport community, and create programs to deliver a seamless, memorable journey for millions of passengers.

You will drive the CX roadmap, collaborate with internal teams and external partners, and lead service behavior training while managing KPIs and budgets to achieve measurable

Qualifications

• Post-secondary diploma in Aviation Management, Business Administration, Marketing or related field.
• MBA or related degree is considered an asset.
• Minimum five years of experience in an airport or similarly complex environment serving a large and diverse customer base.
• Seven+ years of experience navigating complex stakeholder environments and delivering tangible business or service outcomes.
• Five+ years of people leadership experience, preferably within a matrixed or multi-operational organization.
• Proven experience developing or delivering customer experience, service improvement, or other complex programs.
• Strong project management capabilities with a track record of delivering complex initiatives on time and within budget; PMP designation is an asset.
• Demonstrated ability to influence, collaborate, and negotiate across functions and external stakeholders, including in a unionized environment.
• Strong business acumen and continuous-improvement mindset; ability to identify trends, recommend solutions, and implement corrective actions.
• Excellent communication, presentation, relationship-management, and organizational skills.
• Lean or Six Sigma certification and knowledge of project management technologies are assets.
• Ability to obtain and retain Transportation Security Clearance.

Responsibilities

• Champion Toronto Pearson’s Customer Experience Strategy and vision across the organization and broad airport community.
• Lead execution and evolution of the Customer Experience Strategy and Roadmap with measurable improvements to passenger experience.
• Build alignment across the Toronto Pearson community and lead CX councils with internal teams, airlines, agencies, and partners.
• Evolve the Service Behaviours program, including training and service-level expectations for consistent experiences.
• Drive a culture of customer-centricity by leading employee engagement and recognition programs.
• Strengthen service quality by embedding CX standards into audit programs and addressing gaps.
• Embed CX strategy into major airport transformation programs with internal teams and partners.
• Partner with Analytics to measure passenger sentiment and translate feedback into actions.
• Establish reporting frameworks and tracking tools for progress, risks, and leadership decisions.
• Manage CX Strategy budget and develop team members to deliver high-quality results.

Education

Post-secondary diploma in Aviation Management, Business Administration, Marketing or related field

MBA or related degree considered an asset

Job description

Greater Toronto Airports Authority is seeking a Manager, Customer Experience Strategy to champion the passenger experience vision across Toronto Pearson. You will lead strategic initiatives, build alignment with the airport community, and create programs to deliver a seamless, memorable journey for millions of passengers.

You will drive the CX roadmap, collaborate with internal teams and external partners, and lead service behavior training while managing KPIs and budgets to achieve measurable