Executive Director, Operations & Customer Services Delivery

Executive Director, Operations & Customer Services Delivery
Join to apply for the Executive Director, Operations & Customer Services Delivery role at Greater Toronto Airports Authority.

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.

As Executive Director, Operations and Customer Services Delivery, 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…