Manager, Future Travel Experience

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!

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 Associate Director, Passenger and Agency Programs, this position will develop, integrate and implement technology programs and services aimed at enhancing passenger experience and operations. This role will also advance passenger-facing initiatives with a strong emphasis on using technology to create a seamless, informed, and intuitive travel experience.

As Manager, Future Travel Experience, you will:

• Develop the strategy and plan to advance prioritized initiatives, establishing targets and timelines
• Define, develop and lead all aspects of the implementation of tools fostering a comprehensive digital relationship with the traveller
• Conduct research to identify the latest trends that will influence future customer experience and impact customer behavior
• Lead customer experience program and project initiation and implementation in conjunction with internal departments and external groups
• Work with internal teams to evaluate the efficacy and sustainability of existing programs, services and processes
• Drive and implement continuous improvement with an eye to new and emerging trends, policies, and requirements
• Support regulatory and policy development aimed at improving passenger processing, in collaboration with Canadian and US Governments
• Cultivate and expand a robust network to identify and establish technology partnerships that support and enhance the seamless travel objectives at Toronto Pearson
• Maintain alignment with internal service delivery teams through effective communication and coordination to ensure seamless program delivery
• Lead people directly and indirectly by providing coaching, guidance and development by providing feedback for personal and career growth
  
  
  

The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.

This is the role for you, if you have:

• Post-Secondary education, with a focus on business management, aviation management, information technology, or marketing and/or equivalent combination of education and experience
• Demonstrated experience working in a customer centric environment
• 5 years’ experience in an airport or similar environment with demonstrated experience in serving a large and diverse customer base
• 5 years’ experience navigating highly complex, partner environments to produce tangible results
• 5 years’ experience with people management, preferable in a matrix organization and multiple operations experience
• Previous experience supporting the delivery of programs
• Project management certification preferred
• Human centered design or user experience design accreditation would be an asset
• Valid Ontario G Driver's License or comparable
• Ability to obtain and retain a Transportation Security Clearance at the designated level for the position
  
  
  

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

• Excellent communication and highly developed tactfulness to effectively reach a broad audience of internal and external customers, passengers, and other key partners
• A track record of developing new and innovative solutions to enhance passenger experiences with airport interactions and processes
• An ability to anticipate and support the “Day of” operational team as required ensuring a successful day
• Strong understanding of airline, government agency, passenger process and baggage handling procedures as they relate to Service Delivery
• Strong decision-making skills and demonstrates a speedy ability to deliver operational excellence
• Ability to successfully lead in difficult situations and respond to critical and or changing priorities throughout the day
• Proficiency with MS Office suite (Word, Excel, Outlook, and PowerPoint)
  
  
  

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