Director Airport Terminal Operations

Toronto Pearson International Airport

Lead Toronto Pearson terminal operations with strategic decision-making and customer experience expertise in a large, 24/7 airport environment.The Greater Toronto Airports Authority seeks a Director, Terminal Experience and Groundside Services. This leader advances operational excellence, safety, security, resilience, and customer-focused service across Toronto Pearson. The mandate includes digital integration, real-time decision-making, cross-functional delivery, and improved passenger experience.Key Responsibilities:
Lead 24/7 terminal and groundside operations across airport partnersCreate operating plans aligned with GTAA strategic goalsEstablish service standards, processes, procedures, and performance indicatorsLead emergency preparedness, incidents, exercises, and irregular operationsAdvance passenger flow, wayfinding, mobility assistance, and crowd managementRequirements:
Bachelor's degree in business, aviation, transportation, engineering, or related fieldAt least 10 years of progressive operational leadership experienceExperience leading frontline teams in high-volume customer environmentsStrong strategic, analytical, communication, and relationship-management capabilitiesAbility to obtain and retain Transportation Security ClearanceDirect terminal operations, customer experience strategy, resilience, and performance improvement at Toronto Pearson with the GTAA.
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