Manager, Baggage Programs & Projects

Greater Toronto Airports Authority • Toronto, ON

3d • Onsite

About The Position

The Manager, Baggage Program and Projects is accountable for the execution and delivery of baggage programs in partnership with Baggage Operations and the GTAA Project Management Offices. This role is responsible for developing business cases, tracking and monitoring project performance, and working collaboratively with cross‑functional teams to deliver initiatives that optimize and streamline baggage systems across check‑in, inbound baggage claim, and transfer operations at Toronto Pearson. The role supports operational efficiency by reducing baggage processing times, improving passenger experience, lowering minimum connection times, and enabling increased airport throughput.

The position works closely with key government partners, including the Canada Border Services Agency (CBSA), U.S. Customs and Border Protection (USCBP), the Canadian Air Transport Security Authority (CATSA), and Transport Canada (TC). The role ensures baggage programs comply with applicable regulatory requirements across domestic, transborder, and international operations, while balancing operational and customer service objectives.

The Manager is accountable for the management and oversight of third‑party contracts supporting the Baggage Services department, including responsibilities associated with the Common Handler License.

Due to the critical nature of baggage systems, the role requires availability to support 24/7 operational readiness during major system disruptions, irregular operations (IRROPs), or activation of the Baggage Incident Response Team.

Requirements

• 5 years of experience in an airport environment or similarly complex operational setting, supporting a large and diverse customer base.
• 3 years of experience in stakeholder relationship management, including influencing outcomes and advancing new initiatives.
• 3 years of experience supporting or leading project management activities.
• Demonstrated ability to build and maintain effective relationships and influence stakeholders to adopt new ideas, initiatives, and improvements.
• Strong analytical skills with the ability to analyze data and reports, synthesize insights, and present findings to stakeholders to drive continuous improvement.
• Foundational project management capability and experience working closely with a Project Management Office to support successful project delivery.
• Demonstrated ability to advocate for government agencies, balancing unique regulatory, operational, and compliance requirements.
• Strong information technology proficiency, including the use of systems, tools, and data to support operational and program objectives.
• Post-secondary degree or diploma or a combination of education and relevant experience.
• Valid Ontario G Driver's License
• Ability to obtain and retain a D/A AVOP.
• Ability to obtain and retain a Transportation Security Clearance.

Responsibilities

• Provide strategic input into the development and execution of the 5‑year Baggage Programs plan, aligning with GTAA business priorities.
• Develop and present business cases to optimize end‑to‑end baggage flow, capacity, and performance.
• Lead continuous improvement initiatives for existing baggage products, systems, and programs.
• Identify, evaluate, and implement new technologies to enhance connection and local baggage processing.
• Partner with the Baggage Services Team to design optimal baggage flows incorporating government agency touch points.
• Build and maintain strong, day‑to‑day relationships with CBSA, USCBP, CATSA, and Transport Canada, including day‑off teams, to support transparency and collaboration.
• Ensure alignment across Airport Operations, Groundside Operations, Terminal Operations and other GTAA teams through effective communication and coordination.
• Lead baggage‑related programs and projects from initiation through implementation, in collaboration with GTAA stakeholders and government agencies.
• Act as the subject matter expert for baggage processes and systems including ITD, BIWIS, HBS, OSS, and associated software tools.
• Manage government baggage screening requirements and integrate new initiatives with air carriers and internal stakeholders, including contingency planning.
• Serve as the business owner for baggage‑related capital projects, PMO deliverables, contracts, RFPs, and vendor performance, including financial oversight.
• Lead and develop high‑performing, diverse teams by providing coaching, strategic clarity, accountability, and a safe, collaborative work environment.

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: Manager
• Education Level: Associate degree