Director, Passenger Experience and Terminal Operations

2 weeks ago

Edmonton International Airport Alberta, Canada Edmonton International Airport (YEG) Full time

Reporting to the Vice President, Passenger Experience & Terminal Operations, the Director, Passenger Experience & Terminal Operations is a senior operational and experience leader responsible for shaping how passengers move through, feel about, and interact with YEG at every stage of their journey, from curb to gate and beyond. This role sits at the intersection of front-line service delivery and terminal operations, translating the complexity of a 24/7 airport environment into a seamless, intuitive, and welcoming passenger experience.

With a deep understanding of passenger behaviour, service design, and terminal logistics, the Director leads the development of experience strategies that are both emotionally resonant and operationally sound. They work in close partnership with airline operations, security, facilities, and contracted service providers to ensure that service standards, flow, cleanliness, accessibility, and responsiveness are consistently executed across all passenger-facing environments.

This leader sets the tone for a hospitality-first culture while grounding decisions in real-time terminal operations, safety, and performance metrics. They anticipate friction points before they escalate, resolve service breakdowns with urgency and empathy, and champion continuous improvement across the terminal ecosystem. Through cross-functional leadership, innovation, and accountability, the Director ensures that every operational decision ultimately serves one goal: a safe, efficient, and genuinely positive passenger experience at YEG.

Experience


• Minimum 8-10 years of progressive experience within the hospitality sector, including at least 5 years in a senior or managerial capacity (such as Director of Operations, Director of Front Office or equivalent)


• Experience leading teams in high-service environments such as luxury hotels, resorts, premium customer service settings, or exclusive event operations


• Established track record of elevating guest satisfaction metrics and championing guest experience initiatives, reflecting strong strategic leadership in customer centric roles


• Experience overseeing budget management and resource allocation in a hospitality context, effectively balancing guest experience priorities with operational efficiency


• Ability to collaborate cross-functionally, with a history of working closely with marketing, facilities and other internal partners to align and deliver on passenger experience objectives.


• Experience in the airline or aviation industry would be an asset.

Education


• A post-secondary degree or diploma in Hospitality Management, Business Administration, Hotel Management, or a related field is required.

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