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About the Role

The Director, Terminal Experience and Groundside Services is accountable for delivering seamless, resilient, and customer-focused terminal and groundside operations. This role leads a team of over 140 professionals, driving operational excellence, safety, and service quality while championing innovation and readiness for transformative initiatives.

Responsibilities

• Set the vision and lead the creation of annual operating plans aligned with GTAA’s strategic priorities.
• Ensure world-class standards for passenger flow, safety, and operational reliability across terminals and groundside environments.
• Lead the execution of GTAA’s Customer Experience Strategy, embedding best-in-class service standards.
• Implement innovative programs that enhance passenger satisfaction and transform terminal environments.
• Drive operational improvements through test-and-learn initiatives, seamless digital integration, and continuous process optimization.
• Anticipate future capacity challenges and lead optimization strategies to address bottlenecks and improve curbside traffic flow.
• Ensure readiness for major infrastructure programs.
• Partner with planning and compliance teams to leverage predictive insights for proactive decision-making.
• Drive transformative operations through the evolution of a data-driven, digitally enabled operating model.
• Provide cross-functional leadership in planning and executing emergency preparedness exercises and contingency plans.
• Oversee Terminal and Groundside Operations’ response during irregular operations and major incidents.
• Develop KPIs, service standards, dashboards, controls, and reporting practices.
• Inspire and develop high-performing teams by modelling GTAA Leadership Behaviours.
• Attract and retain top talent.
• Empower teams through inclusive collaboration, clear vision, and decisive leadership.

Requirements

• 10+ years of progressive leadership experience in airport or large-scale operational environments.
• Proven track record in customer experience strategy, operational excellence, and stakeholder engagement.
• Visionary leadership with strong ability to influence and collaborate across complex, multi-stakeholder environments.
• Advanced analytical and decision-making capabilities, with a passion for continuous improvement and innovation.
• Ability to obtain and retain Transportation Security Clearance.

Skills

• Customer experience strategy
• Operational excellence
• Stakeholder engagement
• Influencing
• Collaboration
• Analytical skills
• Decision-making
• Continuous improvement
• Innovation

Location

• Toronto Pearson

Work Type

• Hybrid

Experience Level

• 10+ years of progressive leadership experience

Education Level

• Bachelor’s degree in business administration, aviation management, transportation, engineering, or related field
• Master’s degree preferred

Benefits

• Eligibility to participate in our Group Health Benefits Program
• Flexible hybrid work environment
• Continuous internal and external learning opportunities
• Meaningful reward and recognition program

About the Company

• 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 performance, customer care and sustainability.
• 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.
• Championing the prosperity of our people, the community we call home, and our aviation partners.
• Putting the joy back into travel and making Toronto Pearson the chosen place to fly and work.

Equal Opportunity

• The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.
• This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.