Senior Representative, Passenger Care Standards (Term Opportunity - One Year)

Greater Toronto Airports Authority•Toronto, ON

6d•CA$45•Onsite

About The Position

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work. Reporting to the Manager, Passenger Care, you will commit that accessibility and bilingualism resonates throughout our operations. This role is crucial in maintaining compliance with the Official Languages Act (OLA) and the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), while fostering strong relationships with internal and external partners.

Requirements

Post-secondary degree or diploma or equivalent work experience.
Possess fluent oral and written communication skills in English; basic written and spoken French is considered an asset.
5 years’ experience in customer service relationship management.
5 years’ experience in multi-client/stakeholder relationship management.
3-5 years’ experience in developing projects and programs, plans, or processes, seen through to execution.
Experience managing and implementing programs that yield positive impacts.
Demonstrated experience working in a customer centric environment.
Ability to obtain and retain Transportation Security Clearance.
Deep understanding of the Official Languages Act (OLA), Accessible Transportation for Persons with Disabilities Regulations (ATPDR), and Accessibility Standards Canada regulations, with the ability to interpret and apply evolving regulatory landscapes.
Strong knowledge of audit practices, including planning, conducting, and evaluating audits, and experience interpreting audit findings to drive continuous improvement through methodologies like root cause analysis and corrective action planning.
Proven ability to build and execute program and project plans, manage project teams, balance competing priorities, and deliver results within tight timelines and dynamic environments.
Skilled in negotiation tactics and strategies for engaging diverse stakeholders, including passengers with disabilities, government bodies, advocacy groups, and internal teams, with demonstrated decision-making and mediation abilities.
Excellent written and verbal communication skills in English, with French being considered an asset, and the ability to clearly articulate passenger needs, write professional correspondence, and advocate for operational feasibility and passenger-focused solutions.
Practical experience in implementing bilingual programming and navigating compliance challenges, with a strong commitment to enhancing the passenger experience for individuals with disabilities.
Knowledge of airport facilities, processes, terminal flows, and industry standards, with the ability to develop relevant accessibility and official languages programming.
Strong creative aptitude and experience in design thinking to develop innovative programming and proactively address evolving passenger needs.
Proficient in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, Teams, Forms, Planner), and the ability to review architectural and technical drawings and plans.
Demonstrated ability to solve problems, proactively address regulatory changes and challenges, and implement solutions promptly, while maintaining attention to detail and executing flawlessly.
Ability to guide cross-departmental initiatives and foster collaboration with internal and external stakeholders to deliver expected programs and services.
Experience in applying continuous improvement methodologies to enhance compliance, address audit findings, and drive positive change.

Nice To Haves

basic written and spoken French is considered an asset
French being considered an asset

Responsibilities

Ensure all contracts, work plans, projects, and internal audits align with OLA and ATPDR and Rick Hansen Foundation (RHF) Gold requirements.
Collaborate with Legal, Commercial, Terminal Operations, and external partners (airlines, advocacy groups) to respond to the Office of the Commissioner of Official Languages (OCOL) investigations and implement corrective actions.
Lead the annual Official Languages Regulations Reapplication Exercise (OLRRE) and the annual Accessibility Report.
Develop and implement passenger programs, amenities, and services based on accessibility and bilingualism priorities, using data-driven insights and exploring innovative solutions.
Lead internal audits to ensure compliance with OLA and ATPDR, proactively addressing non-compliance issues and driving continuous improvement.
Oversee accessibility contracts/licenses/agreements, participate in RFP evaluations, and ensure contractor performance aligns with our standards.
Attend OCOL meetings, build relationships with investigators, and advocate for passenger-focused solutions.
Lead education and communication initiatives for staff on official language policies and expectations.
Stay on top of industry innovations, participate in the latest research opportunities where applicable and keep up to date with the evolving accessibility standards.
Use data-driven insights to evaluate and report on the impact of programs, strategies, and engagement.