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Airport Experience Manager

2 months ago

Toronto, Ontario, Canada Greater Toronto Airports Authority Full time
About the Role

The Greater Toronto Airports Authority is seeking a highly skilled and experienced professional to join our team as a Manager, Future Travel Experience. This is a unique opportunity to be part of a dynamic and innovative organization that is shaping the future of air travel.

Key Responsibilities
  • Develop and implement strategies to enhance passenger experience and operations
  • Lead the development and integration of technology programs and services to improve passenger experience
  • Conduct research to identify trends and best practices in customer experience and passenger processing
  • Collaborate with internal departments and external groups to initiate and implement customer experience programs and projects
  • Evaluate the efficacy and sustainability of existing programs and services
  • Drive continuous improvement and innovation in passenger experience and operations
  • Support regulatory and policy development to improve passenger processing
  • Cultivate and expand technology partnerships to support seamless travel objectives
  • Maintain alignment with internal service delivery teams to ensure seamless program delivery
  • Lead and develop a team of professionals to achieve business objectives
Requirements
  • Post-secondary education in business management, aviation management, information technology, or marketing
  • 5 years' experience in a customer-centric environment, preferably in an airport or similar setting
  • 5 years' experience navigating complex partner environments to produce tangible results
  • 5 years' experience in people management, preferably in a matrix organization
  • Previous experience supporting the delivery of programs and projects
  • Project management certification preferred
  • Human-centered design or user experience design accreditation an asset
  • Valid Ontario G Driver's License or comparable
  • Ability to obtain and retain a Transportation Security Clearance at the designated level
What We Offer

The Greater Toronto Airports Authority offers a competitive salary and benefits package, as well as opportunities for professional growth and development. We are committed to creating a diverse and inclusive workplace where everyone can thrive.