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About the Role

The Associate Director, Terminal Services & Performance provides enterprise-wide leadership and accountability for the performance, governance, compliance, and continuous improvement of Toronto Pearson’s terminal operations ecosystem. This role ensures airlines, agencies, service providers, and commercial partners deliver safe, compliant, and exceptional customer experiences aligned with the Airport Operations Target Operating Model.

Responsibilities

Lead enterprise sourcing, procurement, and commercial strategies for all Terminal Operations service contracts and licenses.
Direct the full contract lifecycle, including RFP development, vendor selection, negotiation, implementation, renewals, and transition planning.
Develop innovative, performance-based contract models that drive accountability, scalability, cost efficiency, and continuous improvement.
Establish and oversee governance frameworks, service level agreements (SLAs), key performance indicators (KPIs), and commercial performance mechanisms.
Provide strategic oversight of vendor and partner performance, driving operational excellence, service quality, and customer outcomes.
Lead enterprise regulatory compliance programs, ensuring adherence to legislative requirements, accessibility standards, official languages obligations, and Pearson Standards.
Build and lead an airport-wide performance measurement framework that integrates operational, financial, and customer experience metrics.
Leverage analytics, dashboards, and business intelligence to transform data into actionable insights.
Partner across Airport Operations, Performance Assurance, and ORAT to establish a single, integrated performance governance model.
Own the development, governance, and continuous evolution of Pearson Standards.
Build and develop a high-performing security workforce, ensuring staffing, training, contractor performance, and a culture of accountability.

Requirements

8 years of experience in an airport environment with demonstrated experience in serving a large and complex customer base.
5 years of experience in a leadership role including people management, preferably in a matrix based unionized organization with multiple stakeholders.
5 years of experience in preparing and leading large-scale service contracts in a complex environment preferred.
Solid knowledge and experience of airport operations.
Proven people leader with the ability to build high-performing teams, drive accountability, and lead organizational change.
Exceptional communicator and relationship builder, skilled at influencing and collaborating with diverse stakeholders.
Strategic, data-driven, and innovative thinker with strong business acumen and analytical capabilities.
Demonstrated experience working in a customer centric environment.
Ability to obtain and retain a Transportation Security Clearance.

Skills

Contract lifecycle management
RFP development
Vendor selection
Negotiation
Performance-based contract models
Governance frameworks
Service Level Agreements (SLAs)
Key Performance Indicators (KPIs)
Regulatory compliance
Analytics
Dashboards
Business intelligence
Team building
Organizational change leadership
Influencing
Collaboration
Strategic thinking
Data-driven decision making
Customer-focused solutions
Operational improvements

Location

Toronto Pearson

Work Type

Full-time

Experience Level

Associate Director
Leadership
People Management

Education Level

Post-secondary degree or diploma or a combination of education and relevant experience

Benefits

Comprehensive benefits
Flexible retirement program with employer matching
Voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans)
Flexible 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 airport 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.

Equal Opportunity

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.