Director, Terminal Experience

Director, Terminal Experience & Groundside Services 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 1,900 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: Set the vision and lead 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: Lead the execution of GTAA’s Customer Experience Strategy by 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 touchpoints. Enable Growth and Operational Readiness: Anticipate future capacity challenges and lead optimization strategies to address bottlenecks, improve curbside traffic flow, and ensure readiness for major infrastructure programs such as LIFT. Partner with planning and compliance teams to leverage predictive insights for proactive decision‑making. Drive Transformative Operations: Lead the evolution toward a data‑driven, digitally enabled operating model. Empower teams with real‑time analytics and technology to enhance efficiency, resilience, and financial sustainability, positioning Toronto Pearson as a global leader in operational excellence. Lead Emergency Preparedness and Operational Resilience for Terminal and Groundside Operations: Provide cross‑functional leadership in planning and executing emergency preparedness exercises and contingency plans. Oversee Terminal and Groundside Operations’ response during irregular operations and major incidents, ensuring passenger welfare and operational continuity while driving continuous improvement of contingency strategies. Establish Performance Governance and Strategic Reporting: Own the development of performance dashboards, KPIs, and service standards for terminals and groundside operations. Lead robust controls, policies, and reporting practices, including daily, weekly, and monthly performance reviews with internal and external partners to ensure accountability and operational excellence. Inspire and Develop High‑Performing Teams: Model GTAA Leadership Behaviours to attract, develop, and retain top talent. Empower teams through clarity of vision, inclusive collaboration, and decisive leadership, ensuring readiness to respond to complex challenges and deliver results with urgency and impact. 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. #J-18808-Ljbffr