Manager Operations, Terminals (Term Opportunity - till December 31, 2026)

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 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?

Reporting to the Associate Director, Terminal Operations, the Manager Operations, Terminals is accountable for coordinating and leading the day to day operational and customer service activities at Toronto Pearson. Responsible in ensuring a seamless flow for the passengers, achieving service level agreements contributing to on time performance for our airline partners, this role leads a “day-of" operational team in a matrixed environment charged with delivering best in class customer service, operational excellence, safety and security.

As Manager, Operations Terminals, you will:

• Manage changing priorities and oversee emerging operational issues by communicating and mobilizing the team for quick and effective response.
• Identify operational trends and engage the team to develop solutions and recommendations, ensuring seamless planning and execution.
• Drive high-level decisions for day-of operations and provide timely updates to teams and senior management to maintain operational integrity.
• Prioritize and execute against evolving needs, allocating resources strategically to meet service delivery goals.
• Analyze patterns, gaps, and problem areas in service delivery and recommend innovative improvements to enhance performance.
• Develop and implement solutions that optimize efficiency, improve customer experience, and uphold operational standards.
• Anticipate potential issues proactively and implement mitigation strategies to prevent disruptions for passengers and partners.
• Resolve conflicts and complaints from customers and employees promptly and professionally to maintain trust and satisfaction.
• Analyze processes and information to introduce improvements that optimize efficiency.
• Generate accurate reports and present insights to senior leadership to support data-driven decision-making.
• Lead and coach team members by providing clear expectations, constructive feedback, and guidance to foster growth and accountability.
• Build and maintain strong relationships with customers, partners, and stakeholders to drive collaboration and operational success.
• Champion a positive, safe, and inclusive work environment that aligns with organizational values and complies with all regulations.

This is the role for you, if you have:

• 5 years of demonstrated experience working in a large and sophisticated customer base.
• 3 years of leadership with people management experience, preferable in a matrix organization and multiple operations experience.
• The ability to work rotational shift work (days, evenings, nights and weekends).
• Strong leadership skills by influencing, collaborating, and negotiating across functions in a unionized environment and with external partners to achieve results, while coaching and performance-managing a large team.
• Effective communication skills with diverse internal and external audiences, make sound decisions with a sense of urgency, and manage critical or changing priorities under pressure to deliver operational excellence.
• Solid business insight to resolve immediate issues, identify trends, and implement improvements through recommendations, planning, and corrective actions that drive continuous performance.
• Post-secondary degree or diploma in Aviation Management, Business Management or Logistics, and/or equivalent work 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.