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About the Role

The Director, Quality, Standards and Performance Assurance leads the airport-wide performance assurance function, ensuring operational data is trusted, standardized, and transformed into actionable insights that drive performance across Toronto Pearson. This role is instrumental in shifting the organization from reporting performance to actively assuring it by establishing and governing performance metrics, validating data integrity, monitoring operational outcomes, identifying risks and gaps, and driving corrective actions that deliver measurable results.

Responsibilities

Provide strategic leadership for Airport Operations’ Performance Assurance and Quality Assurance & Standards functions, establishing a high-performing organization that drives operational excellence, accountability, continuous improvement, and the consistent definition, maintenance, and enforcement of operational standards, procedures, service levels, and performance expectations across the airport ecosystem.
Lead Performance Assurance and Quality Assurance & Standards function as a core pillar of the Airport Operations’ transformation, ensuring alignment with APOC, LIFT, and future operating model design.
Lead the transformation of performance assurance practices from retrospective reporting to proactive insight generation, enabling data-driven decision making and operational readiness.
Establish and govern enterprise-wide performance measurement frameworks, KPIs, and scorecards that align operational priorities, executive objectives, and business outcomes.
Build and maintain strategic partnerships with airline, agency, and industry stakeholders to develop shared performance metrics, strengthen transparency, and advance collective operational performance.
Serve as the executive authority on operational performance trends, emerging risks, and business challenges, providing guidance and recommendations to senior leaders and executive stakeholders.
Ensure the integrity, consistency, and reliability of operational data and performance information that informs organizational priorities and critical business decisions.
Lead complex diagnostic, predictive, and root-cause analyses to identify performance gaps, operational constraints, and opportunities to enhance efficiency, resilience, and service delivery.
Translate complex operational intelligence into meaningful executive insights, strategic recommendations, and decision-support materials for senior leadership and governance forums.
Drive a culture of accountability by ensuring performance insights are translated into measurable actions, operational improvements, and sustainable business results.
Establish and lead performance governance structures, review forums, and escalation processes that reinforce ownership, challenge results, and accelerate issue resolution.
Enforce performance expectations by challenging underperformance, escalating unresolved risks or missed commitments, confirming corrective action ownership, and tracking follow-through to measurable improvement.
Champion operational excellence across Airport Operations by leading audits, compliance reviews, and standardization initiatives that improve consistency, service reliability, regulatory alignment, and organizational performance.

Requirements

Extensive senior leadership experience in operational performance, performance assurance, analytics, or a similarly complex, data-driven environment.
Proven experience building, leading, or transforming performance, analytics, governance, or assurance functions that drive accountability and measurable business outcomes.
Significant aviation and airport operations experience, with a track record of leading operational readiness, performance management, and large-scale transformation initiatives in complex operating environments preferred.
Expertise in developing and governing KPI frameworks, performance standards, and assurance processes that enable operational excellence and strategic decision-making.
Strong analytical and problem-solving capabilities, with the ability to translate complex data into actionable insights, identify root causes, and drive performance improvement.
Exceptional leadership, executive communication, and stakeholder management skills, with experience influencing senior leaders, fostering cross-functional accountability, and leading high-performing teams through change.
Ability to obtain and retain a Transportation Security Clearance.

Skills

Performance Assurance
Quality Assurance
Data Analysis
KPI Frameworks
Stakeholder Management
Executive Communication
Leadership
Problem-Solving
Operational Excellence
Data-Driven Decision Making

Location

Toronto Pearson

Work Type

Full-time

Experience Level

Senior Leadership
Director

Education Level

Bachelor's degree in Data Science, Statistics, Operations Research, Industrial/Process Engineering, Aviation Management, Business, or a related discipline
Advanced degree is considered an asset

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 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 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.