Airport Experience Manager

4 weeks ago

Toronto, Ontario, Canada Greater Toronto Airports Authority Full time

The Greater Toronto Airports Authority (GTAA) 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 a strategy to advance prioritized initiatives, establishing targets and timelines
  • Define, develop, and lead the implementation of tools fostering a comprehensive digital relationship with the traveler
  • Conduct research to identify the latest trends influencing future customer experience and impact customer behavior
  • Lead customer experience program and project initiation and implementation in conjunction with internal departments and external groups
  • 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
  • Cultivate and expand a robust network to identify and establish technology partnerships that support and enhance the seamless travel objectives at Toronto Pearson
  • 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, and providing feedback for personal and career growth

The GTAA is committed to Employment Equity and maintaining a diverse, equitable, and inclusive workplace where everyone can thrive.

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