Manager, Government Agency Operations

Greater Toronto Airports Authority•Toronto, ON

4d•Hybrid

About The Position

The Greater Toronto Airports Authority (GTAA) is seeking a Manager, Government Agency Operations to join their team. This role reports to the Associate Director, Terminal Planning and is responsible for optimizing the performance of Government Agency Partners, ensuring excellence in standards, key terminal processes, and seamless passenger flows. The position involves building and maintaining operational relationships with local Government Agency teams, monitoring KPIs and SLAs, and collaborating with internal teams and Government Agencies on policy changes and operational impacts. The role also involves developing mitigation plans for construction impacts and major events.

Requirements

5+ years of experience in business/aviation management or equivalent experience.
3+ years of leadership experience, preferably managing direct reports and leading small teams.
Deep knowledge of complex operations and regulations, with the ability to quickly learn, anticipate operational impacts, and develop robust contingency plans within a highly regulated environment.
Proven ability to build and manage relationships, influence, collaborate, and negotiate cross-functionally with internal and external stakeholders, including unionized environments, to achieve results with diplomacy, tact, and clear, confident communication.
Strong independent problem-solving and conflict resolution skills, demonstrated decision-making capabilities, proficiency in data management (Outlook, Excel, PowerPoint), and the ability to manage multiple competing priorities to meet tight timelines.
A valid Ontario Driver’s License.
A Post-Secondary Diploma or Degree in Aviation Management, Business Management, or a related field.
Ability to obtain and retain a Transportation Security Clearance.

Responsibilities

Lead the optimization of Government Agency Partner performance, ensuring adherence to established SLAs and KPIs for smooth passenger processing.
Manage the execution and continuous improvement of key Government Agency programs (e.g., Verified Traveller, Nexus), providing performance feedback to relevant stakeholders.
Conduct in-depth data analysis to identify root causes of operational failures, IRROPs, and non-conformances, driving data-driven decisions and future enhancements in agency spaces.
Develop and implement comprehensive operational plans, including stanchion setups, metering plans, and SOPs, to ensure efficient passenger flow through agency spaces.
Collaborate with the Operational Readiness, Activation, and Transition (ORAT) team to develop robust contingency and mitigation plans for LIFT construction and large significant events.
Establish and maintain strong operational relationships with local Government Agency teams and internal stakeholders, fostering collaboration and driving operational consistency.
Ensure the GTAA meets all Agency Facility requirements as outlined in agreements, implementing corrective actions and addressing systemic infrastructure challenges.
Manage, coach, and develop direct reports, fostering a high-performing team by providing strategic clarity, empowering decision-making, and delivering meaningful feedback.
Oversee the preparation and management of reimbursable cost recovery budgets for US CBP and other cost recovery models.
Act as a key escalation point for systemic issues related to Government Agency program performance, driving accountability and resolution.