Job Title: Passenger Experience Specialist

Reports to: Manager, Terminal Operations

Type: One-Year Term, Full-Time

Closing Date: September 11, 2026 The Opportunity

Reporting to the Manager, Terminal Operations, the Passenger Experience Specialist supports the delivery of positive passenger journeys and memorable airport experiences. This position is responsible for supporting and administering WAA’s volunteer programs, including the YWG Goldwings and St.

John Ambulance Therapy Dog

Program. The role also coordinates terminal events, engagement displays, seasonal decor, signage requirements, and terminal music programs.

Working collaboratively with internal departments, airport partners, volunteers, vendors, and suppliers, the Passenger Experience Specialist supports the seamless day-to-day delivery of established passenger experience programs and initiatives.

Responsibilities include: Support the administration, recruitment, training, scheduling, deployment, and coordination of the YWG Goldwings volunteer program

Coordinate with St. John Ambulance in support of the airport’s Therapy Dog Program

Track volunteer participation, identify successes and service gaps, provide updates to management, and assist with maintaining volunteer documentation, procedures, and program materials

Coordinate logistics for terminal activations, seasonal programming, special events, and recent route celebrations, including timelines, brand ambassadors, signage, promotional materials, catering, decor, and audiovisual requirements

Plan and coordinate the installation, maintenance, rotation, and removal of terminal engagement displays, seasonal decor, and elevator posters

Ensure displays, signage, posters,



and decor meet airport requirements for safety, accessibility, brand presentation, and passenger experience

Develop and coordinate the terminal’s overhead and live music programs, including working with third-party contractors on scheduling and music selections

Conduct passenger experience quality assurance walk-throughs, document observations, monitor service standards, identify trends, and provide summary reports

Track follow-up items, escalate concerns or deficiencies, and identify opportunities to improve service quality and the overall passenger experience

Maintain program inventories and coordinate the appropriate use and storage of volunteer supplies, signage, promotional materials, and event equipment

Perform other related duties as assigned Selection Criteria include: A college diploma in Business Administration, Hospitality Management, Tourism Management, Communications or Public Relations, Event Management, Community Development, Non-Profit Management, or a related discipline is preferred A college diploma combined with up to two years of related work experience, or three to five years of directly related experience in passenger service, customer experience, volunteer program coordination, event planning, airport operations, or stakeholder engagement





Demonstrated ability to coordinate programs, events, schedules, materials, and multiple stakeholders A strong customer service orientation and the ability to anticipate and respond to passenger needs

Strong interpersonal skills, with the ability to build positive working relationships with volunteers, colleagues, partners, vendors, and members of the public

Sound judgement, adaptability, and professionalism when responding to service concerns, operational changes, and competing priorities

Strong planning, organizational, and communication skills, with the ability to manage multiple assignments and meet established timelines

Ability to work collaboratively across departments and navigate organizational policies and operational requirements effectively

Ability to identify service trends and opportunities for continuous improvement through observations, feedback, and program information

Ability to safely perform the physical requirements of the position, including standing and walking throughout the terminal and occasionally lifting, pushing, or carrying materials weighing up to approximately 23 lbs Work with us! Highly competitive salary

Full Benefits package of Health, Dental & Vision

DC Pension Plan

Healthcare Spending Account to use on additional benefit expenses

Lifestyle Spending Account to use on Wellness expenses such as health and fitness

Employee Assistance Program

Supported Training & Development opportunities

Opportunity to work with a high functioning team of professionals working on a diversified portfolio

Proud to be named one of Manitoba’s Top Employers annually since 2011

📌 Operations - Passenger Experience Specialist (Winnipeg)
🏢 Winnipeg Airports Authority
📍 Winnipeg