Manager, Airline and Facility Operations

**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
- Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans)
- 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 Associate Director, Terminal Planning, the Manager, Airline and Facility Operations, will be a pivotal leader accountable for elevating the passenger experience and operational performance across Terminal 1, Terminal 3, and the IFC. You will drive continuous improvement by setting and maintaining high standards for key terminal processes and passenger flows, while fostering strong operational relationships with air carriers. Your role will involve using a data-driven approach to measure, monitor, and audit KPIs and SLAs to ensure optimal performance. Additionally, you will lead the Customer Service Quality team and oversee the customer complaint and response process, ensuring a high-quality experience for everyone who uses our facilities.

**As**Manager, Airline and Facility Operations,**you will**:

- Lead operational excellence by optimizing terminal asset utilization and managing the in-season check-in allocation plans and influencing the seasonal check-in allocation planning.
- Drive continuous improvement by continuously reviewing and implementing effective solutions to address operational bottlenecks and passenger pain points.
- Establish and enforce performance standards by creating and managing KPIs and SLAs related to passenger flow and services.
- Ensure compliance and quality by leading audit and monitoring programs and enforcing corrective action plans for airlines and third-party contractors.
- Elevate the customer experience by overseeing the Customer Service Quality and managing the customer feedback loop.
- Resolve complex issues by serving as the primary point of contact for airlines and partners and responding to all passenger complaints, including those at the executive level.
- Manage disruption by identifying and implementing contingency flows and managing the Service Improvement Plan program in collaboration with key internal teams.
- Lead a high-performing team by coaching, developing, and empowering direct reports and ensuring strategic clarity for their work.
- Foster strategic relationships with airlines and partners to drive a consistent level of customer service and accountability across the airport.
- Administer financial and contract obligations by managing assigned budgets, processing invoices, and overseeing the full contract lifecycle from RFP to renewal.

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

- 5+ years of experience in business/aviation management or equivalent experience.
- 5+ years of demonstrated experience working in a customer centric environment.
- 3+ years of leadership experience, preferably managing direct reports and leading small teams.
- A demonstrated ability to influence, collaborate, and negotiate with a wide range of internal and external stakeholders in a highly regulated, unionized environment.
- Exceptional problem-solving and dispute resolution skills, with a proven ability to manage complex initiatives and projects to meet tight deadlines.
- The ability to work independently in a fast-paced environment, handle multiple priorities, and maintain a focus on delivering an exceptional customer service experience.
- A Post-Secondary Diploma or Degree in Aviation Management, Business Management, or a related field.
- A valid Ontario Driver’s License.
- Ability to obtain and retain a Transportation Security Clearance.
- The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive_