Director, Terminal Experience & Groundside Services

Greater Toronto Airports Authority•Toronto, ON

9d•Hybrid

About The Position

The Greater Toronto Airports Authority (GTAA) is seeking a Director, Terminal Experience & Groundside Services to lead the transformation of Toronto Pearson into a global leader in airport performance, customer care, and sustainability. This role is responsible for delivering seamless, resilient, and customer-focused terminal and groundside operations, leading a team of over 140 professionals. The Director will shape the future operating model of Toronto Pearson by integrating real-time decision-making, digital tools, and cross-functional service delivery to enhance passenger experiences and operational resilience. The GTAA is committed to Employment Equity and fostering a diverse, equitable, and inclusive workplace.

Requirements

10+ years of progressive leadership experience in airport or large-scale operational environments.
Proven track record in customer experience strategy, operational excellence, and stakeholder engagement.
Visionary leadership with strong ability to influence and collaborate across complex, multi-stakeholder environments.
Advanced analytical and decision-making capabilities, with a passion for continuous improvement and innovation.
Bachelor’s degree in business administration, aviation management, transportation, engineering, or related field.
Ability to obtain and retain Transportation Security Clearance.

Nice To Haves

Master’s degree preferred.

Responsibilities

Shape Resilient and Adaptable Operations by setting the vision and leading the creation of annual operating plans aligned with GTAA’s strategic priorities.
Ensure world-class standards for passenger flow, safety, and operational reliability across terminals and groundside environments while driving continuous improvement and operational resilience.
Champion Operational Excellence in Customer Experience and Innovation by leading the execution of GTAA’s Customer Experience Strategy, embedding best-in-class service standards into day-to-day operations, and implementing innovative programs that enhance passenger satisfaction and transform terminal environments.
Drive operational improvements through test-and-learn initiatives, seamless digital integration, and continuous process optimization to ensure a consistent, high-quality experience across all customer touchpoints.
Enable Growth and Operational Readiness by anticipating future capacity challenges, leading optimization strategies to address bottlenecks and improve curbside traffic flow, and ensuring readiness for major infrastructure programs such as LIFT.
Partner with planning and compliance teams to leverage predictive insights for proactive decision-making, while driving transformative operations through the evolution of a data-driven, digitally enabled operating model that enhances efficiency, resilience, and financial sustainability.
Lead Emergency Preparedness and Operational Resilience by providing cross-functional leadership in planning and executing emergency preparedness exercises and contingency plans, and overseeing Terminal and Groundside Operations’ response during irregular operations and major incidents to ensure passenger welfare and operational continuity.
Establish Performance Governance and Strategic Reporting through the development of KPIs, service standards, dashboards, controls, and reporting practices, while inspiring and developing high-performing teams by modelling GTAA Leadership Behaviours, attracting and retaining top talent, and empowering teams through inclusive collaboration, clear vision, and decisive leadership.