Terminal Officer

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. Together with our partners, 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 – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Terminal Services, the Terminal Officer (TO) serves as the GTAA representative on the terminal floor, ensuring efficient operations, compliance with contractual agreements, and high‑quality service delivery. You will coordinate daily terminal activities, proactively resolve operational issues, and work collaboratively with airlines, tenants, agencies, and contracted service providers.

As a Terminal Officer, you will:

• Oversee day-to-day terminal operations to ensure safe, efficient passenger flow and proactively resolve congestion or processing bottlenecks.
• Coordinate daily operational plans, including stanchion layouts, queue management, resource allocations, and adjustments during irregular operations.
• Serve as the primary point of contact for airlines, government agencies, tenants, and service providers to address operational issues and maintain service continuity.
• Inspect terminal facilities regularly and work with contracted service providers to ensure cleanliness, functionality, and compliance with service level agreements.
• Monitor key operational processes (check-in, security screening, CBSA/USCBP, baggage flows, and passenger connections), escalating issues and implementing corrective actions.
• Ensure compliance with GTAA policies, safety and security standards, operational procedures, and regulatory requirements, issuing non‑compliance notices when necessary.
• Respond to operational incidents, medical events, emergencies, and system outages, implementing contingency plans to restore normal operations quickly.
• Support customer service excellence by addressing passenger concerns, enhancing amenity delivery, and maintaining high ASQ/Voice of Passenger performance.
• Lead reporting and documentation, including daily activity summaries, trend identification, compliance findings, and operational recommendations.
• Collaborate on special projects and operational initiatives, contributing to continuous improvement and cross departmental coordination.
• Maintain a predictive and proactive approach across all areas of responsibility, anticipating challenges, identifying opportunities, and implementing effective solutions before issues arise.

This unionized position is classified at the Band 7 level, with an hourly wage range of $ based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• Minimum five (5) years in airport/airline operations or customer‑facing environments.
• Experience with stakeholders, agencies, and contracted service providers.
• Strong multitasking and data analysis skills.
• Incident Management System training preferred.
• Post‑secondary diploma or degree (Aviation, Business, Facilities, Contract Mgmt. preferred).
• Ability to obtain and retain Transport Canada Security Clearance.

Knowledge and skills you bring, that set-you up for success:

• Extensive knowledge of airport, airline, agency, and retail operations.
• Understanding of baggage systems and connection processes.
• Strong problem‑solving, decision‑making, and contingency planning.
• Ability to identify trends, bottlenecks, and operational gaps.
• Strong written communication skills and report writing.
• Knowledge of regulations (CBSA, CATSA, USCBP, agriculture, security legislation).
• Strong relationship‑building and customer service abilities.
• Ability to interpret flight schedules and make operational decisions.
• Knowledge of contract management and SLA oversight.
• A proactive, forward-thinking approach with the ability to anticipate needs, identify risks, and implement effective solutions.

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