Manager, Service Excellence

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?

In the role of Manager, Service Excellence, you will report to the Associate Director, Terminal Operations, and will be responsible for the strategic and operational delivery of exceptional customer service throughout Toronto Pearson. You will lead the implementation of the high priority passenger service strategy through the development and execution of training programs, operational passenger communications, and updated customer service standards for front-line staff and contracted personnel. You will also provide functional leadership for Passenger Service Representatives inclusive of recruitment, retention, performance management, budget administration, and related administrative tasks.

As Manager, Service Excellence you will:

• Develop and implement passenger service delivery standards aligned with the Corporation’s Customer Experience Strategy
• Work cross functionally with internal teams to develop and maintain customer service policies, procedures, and processes for front-line terminal operations staff and customer-facing contracted personnel
• Track, monitor, and analyze passenger feedback, operational data and key performance indicators (KPIs) to identify areas of improvement
• Lead customer service initiatives focused on the quality of customer service thus constantly improving and elevating the passenger experience and customer interactions
• Identify and implement industry best practices to elevate the passenger experience
• Drive clarity and influence leadership across all levels (frontline to director) to help colleagues understand how their work contributes to the overall service excellence vision and ambition 
• Develop, manage, and monitor the annual budget including preparing and presenting budget reports, forecasts, and financial analyses to senior management

This is the role for you, if you have:

• Post-secondary education or an equivalent combination of education and relevant experience
• 5+ years of demonstrated experience at a leading international company, known for its commitment to customer excellence
• 3+ years’ experience leading teams, developing and delivering training, and implementing customer service strategies
• Ability to obtain and retain Transportation Security Clearance at the designated level for the position

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