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Associate Director, Passenger and Agency Programs

3 months ago

Toronto, Ontario, Canada Greater Toronto Airports Authority Full time

Your way forward:
Join Canada's busiest airport as our next Associate Director, Passenger and Agency Programs


Do you want to help transform Toronto Pearson into the global airport of the future? We're committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world - and we need your help.

This is your chance to play an essential role:

building the story of Pearson's transformation and engaging meaningfully with a range of critical partners to build trust and support for organizational mandates and priorities.


Position Summary:


Under the general guidance of the Director, Passenger Experience and Development, the incumbent will manage the delivery of passenger and agency programs and oversee the relationship with local government agencies to deliver on results and set the standard of exceptional passenger service.

The Associate Director, Passenger and Agency Programs will improve the passenger journey at Toronto Pearson through the implementation, management, and continuous improvement of programs that elevate the airport passenger experience while improving connectivity and streamlining the travel experience.


As Associate Director, Passenger and Agency Programs, you will:

  • Develop and manage key agency relationships with Canadian Air Transport Security Authority (CATSA), U.S. Customs and Border Protection (U.S. CBP), Canada Border Services Agency (CBSA), Transport Canada
  • Foster a culture of collaboration in addition to negotiating and balancing service to meet unique customer needs
  • Implement and manage optimum government agency programs that help build their operations and improve the passenger experience
  • Develop and guide the implementation of technology products and services that support the growth of Toronto Pearson
  • Drive Toronto Pearson's future travel strategy at government headquarters (Ottawa and Washington) pushing for continuous improvement projects and technologies that enable Toronto Pearson to grow and prosper
  • Determine the efficient and effective use, process, and allocation of facility processors including preboard screening lanes and agency processing spaces while managing agency tenant spaces and operational requirements
  • Develop metrics for measuring and reporting on the effectiveness of passenger flow and facilitation projects and programs
  • Lead, develop and implements the services, experience, and amenities strategy, elevating the experience for passengers at Toronto Pearson
  • Lead the development of terminal visual, sound, colour, design, flow and aesthetic qualities in support of terminal restoration and development
  • Guide the development of terminal aesthetic and comfort standards (holdrooms, washrooms, passenger experience zones), driving an increase in passenger comfort and ASQ scores
  • Oversee the development and implementation of airport service offerings, increasing amenities available to passengers (i.e. Inseating power, Wi-Fi, interminal music)
  • Guide the activation of passenger programs, including thematic planning, holiday and peak period programming (e.g., YYZ Live, March Break, summer travel)
  • Manage annual budget for Passenger and Government Agency Programs
  • Oversee the development and negotiation of contracts or memorandums of understanding (MOUs) between the GTAA and government agencies
  • Manage LIFT, capital, and OPEX requirements related to the effective and successful delivery of customer experience programs
  • Coach, mentor and individuals and teams to rise to their full potential while providing timely, constructive and consistent feedback and personal development opportunities

This is a chance to be on the frontline of history at Toronto Pearson.

To do so, you will bring:

  • Post-Secondary diploma in Aviation Management, Business Administration or related field
  • Minimum 7 years' experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base
  • Minimum 5 years of experience in People Management (direct report or crossfunctional)
  • Ability to obtain and retain Transportation Security Clearance

At Toronto Pearson, we value a wide range of experience.

Consider this role if you have:

  • Proven relationship management skills with internal and external partners
  • Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external partners to achieve results
  • Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
  • Excellent communication skills to effectively reach a broad audience of internal and external customers, and other key partners
  • Demonstrated interpersonal and problemsolving skills
  • Lead and participate in teams to establish and maintain effective and cooperative working relationships with others
  • Ability to successful manag