Lead Toronto Pearson terminal operations with strategic decision-making and customer experience expertise in a large, 24/7 airport setting.

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

Strong 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.

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