Program Specialist, Ground Transportation Services

**Toronto Pearson is transforming. Now’s the time for your career to soar.**

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
- Comprehensive and highly competitive healthcare and benefit coverage including retirement savings plans
- A flexible 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 Manager, Product Development and Innovation, this role leads the strategy, development, and management of ground transportation products and technologies. It focuses on optimizing customer experience and operational efficiency through solutions like Curbside Management, Commercial Vehicle Tracking, and Vehicle Arrival APIs. The role involves cross-functional collaboration, product research, and stakeholder engagement. It drives continuous improvement and revenue growth for Toronto Pearson’s groundside transportation services.

**As a Program Specialist, you will**:

- Lead the development and management of ground transportation products and services, ensuring a safe, efficient, and enhanced passenger experience at Toronto Pearson.
- Support the Manager, Product Development and Innovation in building and executing the product roadmap, from concept to delivery, aligned with business goals and customer needs.
- Collaborate with cross-functional teams (Operations, IT, ADTS, SR&C, Finance) to deliver integrated product solutions that meet internal and external customer expectations.
- Oversee the lifecycle of key products such as Total Curbside Management, Commercial Vehicle Tracking, Pre-Arranged Revenue Tools, and Next Bus/Shuttle Arrival APIs and Screens.
- Leverage customer insights, data, and market trends to guide product innovation, ensure relevance, and maximize commercial growth and non-aeronautical revenue.
- Manage digital and e-commerce initiatives, including product marketing, data collection, and online customer-facing tools.
- Lead the preparation and execution of RFPs, RFIs, and contracts related to groundside transportation products, ensuring clear service levels and terms.
- Monitor product performance through KPIs, business impact analysis, and competitive research to identify areas for improvement and innovation.
- Identify and mitigate risks, operational bottlenecks, and external disruptions by remaining adaptable and responsive to regulatory, technological, and behavioral changes.
- Engage stakeholders and internal departments to uncover unmet needs, improve customer experience, and foster cross-functional alignment around product goals.
- Act as the primary technical and communication lead for internal and external stakeholders, facilitating meetings, ensuring goal alignment, and managing customer feedback through established processes.

**This is the role for you, if you have**:

- Post-Secondary school diploma or degree or combination of education, training and/or experience in Business, Marketing, Operations, or a related field. A relevant certification(s) in product management is a plus.
- At least 5 years’ experience in product management or a related role, ideally in the airport, transportation, or travel/hospitality industries.
- Experience with managing and launching service-based products.
- Familiarity with customer research methods and feedback collection processes.
- Preference for 2 or more years work experience in an airport or transportation environment managing passenger experience programs and/or projects. Understanding of the regulatory environment affecting ground transportation services, including accessibility regulations.
- Proficiency in all MS Office programs, including Word, PowerPoint, Excel, MS Project and Outlook as well as common project management tools.
- Obtain and retain Transportation Security Clearance at the designated level for the position

**Knowledge, Skills and Abilities**:

- Strong knowledge of regulations, by-laws, and acts governing ground transportation and parking operations in an airport or similar high-security jurisdiction.
- Understanding of automated transportation systems and rel