Associate Director, Integrated Operations Control Centre (IOCC) Operations and Performance

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?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community.
• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans).
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What can you expect from this position?

The Associate Director, IOCC Operations & Performance plays a critical role in connecting enterprise strategy to day‑to‑day operational execution. This role translates strategic goals into a safe, predictable, and customer‑centric operation by harmonizing decision rights and accountabilities across functions, supporting governance forums that drive cross‑partner collaboration, and reinforcing operational standards.

As a senior leader within the IOCC, the Associate Director oversees resource allocation and airport flow, using real‑time dashboards and predictive analytics to balance demand and capacity across stands, aprons, and taxiways. The role is accountable for maintaining common situational awareness and achieving A‑CDM KPIs, including milestone conformance, TOBT/TSAT adherence, and pre‑departure sequencing. It also leads the development of early‑warning indicators, disruption‑management playbooks, and insight‑driven improvements to policies, processes, and tools.

This leader is responsible for the end‑to‑end flow of People, Baggage, and Aircraft, ensuring predictive, actionable information is delivered to the IOCC and to external partners to optimize operational performance.

As an Associate Director, IOCC Operations and Performance, you will:

• Lead all real‑time IOCC operations across airside, landside, terminal operations, baggage, customer experience, and de‑icing, ensuring seamless, predictable, and safe end‑to‑end airport flow.
• Translate enterprise strategy into day‑of‑operations decision‑making, aligning priorities, actions, and recovery plans with organizational performance goals.
• Own A‑CDM performance, including milestone conformance, TOBT/TSAT adherence, and pre‑departure sequencing and drive cross‑partner alignment to meet or exceed operational KPIs.
• Oversee real‑time resource orchestration and airport flow management using dashboards, predictive analytics, and decision‑support tools to balance demand and capacity.
• Ensure unified situational awareness across the IOCC by validating data integrity, enabling consistent decision‑making, and escalating performance risks when required.
• Activate early‑warning indicators and operational playbooks to proactively identify, mitigate, and respond to disruption risks related to weather, infrastructure, partner performance, and demand surges.
• Monitor and optimize the end‑to‑end flow of people, baggage, and aircraft, generating predictive, actionable insights that sustain throughput, service levels, and operational stability.
• Champion customer‑experience excellence by embedding CX considerations into operational decisions and activating real‑time responses to improve wait times, connections, baggage delivery, and overall passenger flow.
• Ensure full compliance with aviation safety, security, and environmental regulations while strengthening SOPs, safety protocols, incident management processes, and operational governance.
• Provide strategic leadership to operational managers, fostering a high‑performance, inclusive culture that builds capability, drives accountability, and models GTAA Leadership Behaviours.

This is the role for you, if you have:

• 8+ years of experience in an airport environment with demonstrated experience in serving a large and complex customer base.
• 4+ years of experience in a leadership role including people management, preferably in a matrix based unionized organization with multiple operations.
• Solid knowledge and experience of airport operations airside, terminal, and baggage.
• Demonstrated experience working in a customer centric environment.
• Deep expertise in end‑to‑end airport operations and systems‑level decision‑making, with a proven ability to lead through crises, manage disruption, and drive integrated operational performance.
• Demonstrated strong strategic, analytical, and communication capabilities, skilled at interpreting data, developing clear strategies, influencing diverse stakeholders, and advancing organizational change.
• Experience building high‑performing teams through effective leadership, collaboration, and coaching, fostering accountability, innovation, and strong cross‑partner relationships.
• Post-secondary degree or diploma or a combination of education and relevant experience.
• Ability to obtain and retain a Transportation Security Clearance.

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.