Director, Customer Experience and Airport Relations LIFT Interface

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.
• Eligibility to participate in our Group Health Benefits Program.
• 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 Executive Director, Customer Experience and Airline Relations, the Director, Customer Experience and Airline Relations - Pearson LIFT will serve as the single point of contact representing the Customer Experience and Airline Relations Department in a major infrastructure redevelopment project, Pearson LIFT at Toronto Pearson Airport. As a member of the LIFT Single Point of Contact (SPOC) Cabinet, you will represent departmental interests as it relates to activities impacting the LIFT program with the intention of driving alignment between departmental/corporate strategic initiatives and the LIFT Program. You will lead strategic communication/stakeholder engagement, provide technical oversight, facilitate critical signoffs, and ensure alignment between internal and external stakeholders to ensure the successful integration of customer experience and airline relations into the LIFT program.

As Director, Customer Experience and Airport Relations – Pearson LIFT, you will:

• Represent the department at SPOC Cabinet and Pearson LIFT meetings, providing updates and resolving issues.
• Lead stakeholder communication and coordination across internal teams and external partners.
• Oversee requirements gathering, planning, and inclusion of airline, government agency, and customer experience inputs into LIFT designs, including the facilitation of workshops and stakeholder requirements sessions promoting innovative thinking, and challenging the status quo.
• Ensure technical compliance and integration of customer experience and airline requirements into all phases of the LIFT program, which includes commercial integration, risk identification, standards adherence, technical data and review.
• Ensure active and timely dissemination and collection of input and feedback from the Commercial Department and SPOC Cabinet of key decisions impacting Pearson LIFT decisions and outcomes; and provide critical signoffs as required.
• Conduct established and regular professional briefings to internal teams to ensure readiness and alignment with LIFT initiatives.
• Champion continuous improvement and innovation in customer experience and airline relations.
• Prepare and deliver impactful updates to senior leadership.
• Prepare and present regular reports and updates to the Commercial Department on SPOC Cabinet activities, highlighting key milestones, challenges, and achievements.
• Lead and develop a high-performing team, fostering a culture of collaboration and accountability.

This is the role for you, if you have:

• 15+ years of leadership experience, ideally in an airport environment.
• Extensive experience working in a cross-functional team-oriented, collaborative environment.
• Experience leading teams through large capital redevelopment projects.
• Strong understanding of customer experience, airport and airline best practices, standards, business processes and regulations.
• Excellent communication, negotiation, stakeholder management skills and ability to challenge the status quo.
• Proven ability to influence and drive alignment across diverse teams.
• Proven analytical, evaluative, problem-solving and decision-making skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• A university degree in Engineering, Aviation, Business, or a related field (Master's preferred).
• Ability to obtain and retain Transportation Security Clearance.

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