Lead Toronto Pearson terminal operations with strategic decision-making and customer experience expertise in a large, 24/7 airport environment.
The Greater Toronto Airports Authority seeks a Director, Terminal Experience and Groundside Services. This leader advances operational excellence, safety, security, resilience, and customer-focused service across Toronto Pearson. The mandate includes digital integration, real-time decision-making, cross-functional delivery, and improved passenger experience.
Key Responsibilities: Lead 24/7 terminal and groundside operations across airport partners
Create operating plans aligned with GTAA strategic goals
Establish service standards, processes, procedures, and performance indicators
Lead emergency preparedness, incidents, exercises, and irregular operations
Advance passenger flow,



wayfinding, mobility assistance, and crowd management
Requirements: Bachelor's degree in business, aviation, transportation, engineering, or related field
At least 10 years of progressive operational leadership experience
Experience leading frontline teams in high-volume customer environments
Robust strategic, analytical, communication, and relationship-management capabilities
Ability to obtain and retain Transportation Security Clearance
Direct terminal operations, customer experience strategy, resilience, and performance improvement at Toronto Pearson with the GTAA.

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📌 Director Airport Terminal Operations (Ontario)
🏢 Toronto Pearson International Airport
📍 Ontario