Executive Director, Operations & Customer Services 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 can you expect from this position?

As the Executive Director, Operations and Customer Services Delivery, you will be 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 through close coordination with the Integrated Operations Control Centre, especially in the context of large-scale capital development.

You will ensure that the airport prepares and executes daily, enabling broad transformation, including change in various models of operations and digitalization. This role is expected to deliver quality operations and service levels, within GTAA and across partners amidst increasing complexity of growth and constraints. The Executive Director will champion real-time data utilization, situational awareness, and continuous improvement to elevate the airport’s responsiveness and service standards. You'll lead through innovation, collaboration, and a relentless focus on improvement.

Who are we looking for?

You are a dynamic and highly experienced leader with the ability to manage complex operational environments and champion transformational change, ready to drive operational excellence. You're driven by the challenge of orchestrating seamless day-of airport operations, ensuring efficiency, safety, and a world-class passenger experience.

You have a strong understanding of airport operations across terminals, airside, baggage, landside, coupled with proven leadership in operational crisis and disruption management. Your excellent leadership skills enable you to build and guide high-performing teams to deliver results. You're adept at preparing and presenting executive-level strategies, and you excel at motivating and fostering a collaborative, high-energy environment with diverse stakeholders. You're a strategic, innovative, and resourceful problem-solver who challenges the status quo and drives new organizational mandates by linking information across the enterprise. You're also comfortable using data analysis and real-time operational analytics to guide decision-making, supported by strong communication, business acumen, and interpersonal skills.

This is the role for you, if you have:

• Bachelor’s degree in Aviation Management, Engineering, or related field. Preferred Master’s degree (MBA or MPA)
• 15+ years in airport or large transport operations; 8 years in senior leadership
• Preferred experience leading transformation or cultural change programs
• Lean Six Sigma or similar process improvement certification
• Ability to obtain and retain a Transportation Security Clearance

To Apply:

To fill this position, Greater Toronto Airport Authority (GTAA) has partnered with Heidrick & Struggles. Applications are should be submitted directly to Heidrick & Struggles by email to GTAA@heidrick.com.

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