Airport Experience Manager

4 weeks ago

Toronto, Ontario, Canada Greater Toronto Airports Authority Full time

The Greater Toronto Airports Authority is a dynamic organization that aims to make Toronto Pearson a global leader in airport performance, customer care, and sustainability. As the Airport Experience Manager, you will play a key role in developing and implementing technology programs and services to enhance passenger experience and operations.

Key Responsibilities:

  • Develop the strategy and plan to advance prioritized initiatives, establishing targets and timelines
  • Define, develop, and lead all aspects of the implementation of tools fostering a comprehensive digital relationship with the traveler
  • Conduct research to identify the latest trends that will influence future customer experience and impact customer behavior
  • Lead customer experience program and project initiation and implementation in conjunction with internal departments and external groups
  • Work with internal teams to evaluate the efficacy and sustainability of existing programs, services, and processes
  • Drive and implement continuous improvement with an eye to new and emerging trends, policies, and requirements
  • Support regulatory and policy development aimed at improving passenger processing, in collaboration with Canadian and US Governments
  • Maintain alignment with internal service delivery teams through effective communication and coordination to ensure seamless program delivery
  • Lead people directly and indirectly by providing coaching, guidance, and development by providing feedback for personal and career growth

The successful candidate will have a post-secondary education, with a focus on business management, aviation management, information technology, or marketing, and a minimum of 5 years' experience in an airport or similar environment with demonstrated experience in serving a large and diverse customer base.

Requirements:

  • Post-Secondary education, with a focus on business management, aviation management, information technology, or marketing
  • Demonstrated experience working in a customer-centric environment
  • 5 years' experience in an airport or similar environment with demonstrated experience in serving a large and diverse customer base
  • 5 years' experience navigating highly complex, partner environments to produce tangible results
  • 5 years' experience with people management, preferable in a matrix organization and multiple operations experience
  • Previous experience supporting the delivery of programs
  • Project management certification preferred
  • Human-centered design or user experience design accreditation would be an asset
  • Valid Ontario G Driver's License or comparable
  • Ability to obtain and retain a Transportation Security Clearance at the designated level for the position

The Greater Toronto Airports Authority is committed to Employment Equity and maintaining a diverse, equitable, and inclusive workplace where everyone can thrive.

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