Executive Director, Operations and Customer Service Delivery

Toronto Pearson is transforming. Now’s the time for your career to fly.

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 1,900 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:
• Extended Health including prescription drugs and paramedical
• Health Spending Account
• Accident and Life Insurance
• Dental
• Long Term Disability Coverage
• Retirement & Savings Program
• Paid vacation
• 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 Executive Director, Operations and Customer Services Delivery, is accountable for the seamless execution of day-of-airport operations, ensuring an efficient, safe, and passenger-centric environment across the airside, terminal, landside, and baggage domains. This role drives operational performance, service quality, and proactive disruption management, especially in the context of large-scale capital development. The Executive Director will champion real-time data utilization, situational awareness, and continuous improvement to elevate the airport’s responsiveness and service standards.

In this role, you will:

• Direct all aspects of real-time airport operations across airside, landside, terminal operations, baggage services, and de-icing coordination.
• Lead 24/7 performance management, planning execution and rapid decision-making to maintain operational integrity, regulatory compliance, and safety.
• Ensure alignment of staffing, procedures, and communication protocols with daily demand forecasts and peak travel periods.
• Develop and enforce standard operating procedures and response protocols to manage irregular operations.
• Oversee frontline leadership and workforce engagement to promote service excellence and situational awareness.
• Ensure safety, punctuality, and service standards across all operational zones.
• Own operational KPIs across safety, on-time performance, service recovery, and flow efficiency.
• Embed a customer-first culture throughout operational teams and frontline service delivery.
• Align operational services with airport-wide passenger experience goals.
• Monitor and enhance performance metrics such as wait times, cleanliness, flow, accessibility, and baggage delivery.
• Work with commercial, terminal and landside leaders to improve curb-to-gate flow and satisfaction.
• Lead the use of operational data, live dashboards, and predictive analytics to drive proactive operational management.
• Partner with the data analytics and technology teams to ensure operational leaders have access to real-time KPIs and situational awareness tools.
• Foster a culture of data-informed decision making at all levels of airport operations.
• Establish early warning indicators and alerts for disruption risks, enabling timely intervention and scenario management.
• Leverage insights to identify trends, root causes of bottlenecks, and opportunities for systemic improvement.
• Act as the operational lead to mitigate the day-of impacts of major terminal and infrastructure construction projects.
• Establish operational workarounds, contingency plans, and communication protocols to support uninterrupted services.
• Oversee the execution of disruption mitigation playbooks, including wayfinding, terminal circulation, and stakeholder communication.
• Monitor construction impacts on passenger and aircraft flow, safety, service, and traffic operations, adjusting plans accordingly.
• Ensure that construction-related changes are well-communicated and minimally disruptive to the customer journey and to our partners.
• Ensure operational activities meet all regulatory requirements, including aviation safety, security, and environmental standards.
• Coordinate with regulatory agencies, airline partners, and airport stakeholders to ensure cohesive daily operations.
• Support readiness and training initiatives to ensure front-line teams are aligned with safety protocols and passenger service expectations.
• Foster collaborative engagement with stakeholders to support transparency and problem-solving.
• Lead and develop a senior team of operational directors and zone leaders.
• Foster a high-performance, inclusive, and accountable culture.
• Execute flawlessly by clearly defining what expectations and success looks like to foster a positive, healthy and safe work environment in accordance with all appropriate legislation and regulations.
• Model the GTAA Leadership Behaviours.
• Performs other related duties as assigned.

This is the role for you, if you have:

• Bachelor’s degree in Aviation Management, Engineering, or related field.
• Must be able to obtain and retain Transportation Security Clearance.
• 15+ years in airport or large transport operations with experience leading transformation or cultural change programs.
• 8+ years in senior leadership.
• Strong understanding of airport operations across terminals, airside, baggage, and landside.
• Proven leadership in operational crisis and disruption management.
• Excellent leadership skills, and proven ability to lead high-performing teams to deliver results.
• Advanced skills in preparing and presenting business strategies at executive and board level.
• Skilled ability to motivate and foster an aligned, collaborative, high-energy environment, and work in partnership with multiple stakeholders.
• Ability to successfully advance and drive mandates that are new (/change) agenda for an organization.
• Comfortable challenging the status quo and ability to look at ‘problems’ from various perspectives to find an optimal path forward.
• Ability to think strategically and across enterprise, linking together various pieces of information to create a complementary, dynamic, and impactful path forward.
• Creative and innovative thinker, coupled with a proactive, resourceful, and determined approach to problem solving and driving results.
• Comfort with data, specifically setting direction to guide analysis and generate insights that will inform business related decision-making.
• Strong communication capabilities, business acumen and interpersonal skills.

Salary: $305,000.00 per annum, based on 40-hour work week. This is individually tailored to reflect your unique experience, qualifications and internal equity. Performance-Based Incentive: Eligible for an annual bonus target of up to 20% of your annual salary.

Language requirements: English

Business address: 3111 Convair Drive, Toronto AMF, ON, L5P 1B2

Main work address: 5915 Airport Road, Mississauga, L4V 1T1