Assistant Manager, Pass & Permit Office (Term Opportunity Until December 31, 2026)

Greater Toronto Airports Authority • Toronto, ON

5d • Onsite

About The Position

The Assistant Manager, Pass & Permits Office plays a vital role in supporting the safe, secure, and efficient delivery of airport access services. This position provides operational leadership and program coordination across the Pass & Permits Office, helping ensure access control operations meet the highest standards of safety, security, and service excellence. Reporting to the Manager, Pass & Permits Office, the Assistant Manager leads assigned programs, projects, and continuous improvement initiatives, with overall accountability for planning, execution, and results. The role oversees day-to-day activities involving internal teams and external stakeholders, ensuring work is completed on schedule, aligned with operational priorities, and compliant with all regulatory and security requirements. Through proactive leadership, effective issue resolution, and strong stakeholder collaboration, the Assistant Manager supports regulatory compliance, enhances team effectiveness, and drives ongoing improvements to access control operations that are critical to airport safety and security.

Requirements

• 3+ years of leadership experience managing complex operational workflows, including people leadership, coaching, and training.
• 3+ years of experience in a regulatory and compliance-driven environment.
• 3+ years of management experience in a fast-paced, front-line customer service operation.
• Demonstrated experience leading the full lifecycle of projects and work plans, including developing, implementing, monitoring, and evaluating outcomes.
• Proven ability to engage, collaborate, and build buy-in with diverse stakeholders, fostering positive relationships, resolving competing priorities, and rapidly aligning groups toward shared objectives.
• Demonstrated ability to develop clear, structured documentation, including reports, operational plans, presentations, and standard operating procedures that support consistency and operational excellence.
• Knowledge of regulated, high-security environments (e.g., airport access control considered an asset), with an understanding of operational dependencies and compliance requirements.
• Strong customer service mindset with the ability to operate effectively in fast-paced, high-volume environments while maintaining professionalism and service standards.
• Advanced critical thinking and problem-solving capabilities, including analyzing complex situations, ensuring compliance, challenging assumptions, and recommending practical, solutions-oriented improvements.
• Ability to obtain and retain a Transportation Security Clearance.

Nice To Haves

• Post-Secondary degree or diploma in Aviation Management; Business Management; Communications; or Project Management would be an asset, and/or equivalent education and work experience.

Responsibilities

• Lead end-to-end project management for Pass Office initiatives, including defining scope, developing detailed work plans, establishing milestones, and delivering progress updates to ensure timely and successful implementation.
• Coordinate and guide cross-functional internal teams and external partners, fostering alignment, accountability, and collaboration across multiple stakeholders and operational areas.
• Facilitate project kick-offs, scoping sessions, and regular status meetings, ensuring clear objectives, structured agendas, and consistent documentation of decisions and action items.
• Partner closely with internal business leads to clarify requirements, define project scope, and identify appropriate resources to support delivery and operational readiness.
• Act as the primary escalation point for project risks and issues, proactively identifying challenges, recommending solutions, and communicating implications to leadership.
• Prepare and deliver impactful presentations and updates to stakeholders, translating complex information into clear insights on progress, risks, and recommended actions.
• Develop and maintain communication materials (e.g., web content, FAQs, reports) to support awareness, education, and adoption of Pass Office programs and initiatives.
• Build and maintain strong stakeholder relationships, driving engagement, alignment, and transparency across projects and organizational priorities.
• Assess the impact of operational and procedural changes, partnering with data and business analysts to inform business cases, improve processes, and enhance service delivery.
• Identify gaps and recommend improvements to training frameworks, standard operating procedures, and workflows, supporting continuous improvement and operational excellence.

Benefits

• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans).
• A flexible work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree