Manager, Passenger Care (Term Opportunity - One Year)

Greater Toronto Airports Authority•Toronto, ON

3d•Hybrid

About The Position

The Greater Toronto Airports Authority (GTAA) is seeking a Manager, Passenger Care for a one-year term opportunity. This role is crucial in advancing Toronto Pearson's accessibility vision and ensuring an inclusive, dignified, and seamless travel experience for passengers with reduced mobility. The position leads the development and delivery of airport-wide accessibility strategies, programs, and partnerships, supporting over one million passengers with reduced mobility annually. The Manager will collaborate with airlines, advocacy groups, regulators, and internal stakeholders to improve services, reduce barriers, and establish Toronto Pearson as a leader in accessible air travel.

Requirements

A minimum of 5 years’ experience in program management and delivery within a complex operational environment.
At least 3 years’ experience in people leadership, including direct or cross‑functional team leadership.
Demonstrated experience working in a customer‑centric environment, ideally supporting diverse or vulnerable populations.
Strong relationship‑management skills, with experience engaging advocacy groups, partners, or regulators.
Excellent communication skills, with the ability to influence across internal and external stakeholder groups.
Post‑secondary education in business, communications, or a related field (or an equivalent combination of education and experience).
Ability to obtain and retain Transportation Security Clearance.

Responsibilities

Build and manage strong relationships with disability advocacy organizations, regulators, airlines, and industry partners to advance accessibility outcomes.
Lead the development and delivery of passenger care and accessibility programs that support a seamless end‑to‑end travel journey.
Co‑design inclusive services and infrastructure with people with lived experience, advocacy groups, and airport partners.
Oversee compliance with accessibility‑related legislation and regulatory frameworks, including federal transportation and official languages requirements.
Lead analysis and resolution of systemic passenger experience issues, reducing friction points and operational impacts.
Develop and manage accessibility standards, service models, and oversight mechanisms across airport operations.
Guide continuous improvement initiatives using passenger insights, performance metrics, and industry best practices.
Lead, coach, and develop a small, specialized team, fostering a collaborative, inclusive, and high‑performing culture.