What can you expect from this position?The Associate Director, Terminal Services & Performance provides enterprise-wide leadership and accountability for the performance, governance, compliance, and continuous improvement of Toronto Pearson's terminal operations ecosystem.
As the single point of accountability for terminal services contracts, licenses, operational standards, and performance management, this role ensures airlines, agencies, service providers, and commercial partners deliver safe, compliant, and exceptional customer experiences aligned with the Airport Operations Target Operating Model.
The role leads contract and license strategy, governance, procurement, regulatory compliance, and performance oversight while leveraging data-driven insights to drive operational excellence, informed decision-making, and continuous improvement across all terminal operations.
This leader is also responsible for developing, governing, and evolving Pearson Standards for Terminal Operations, ensuring standards remain current, measurable, and aligned with regulatory requirements, operational priorities, and customer expectations. By fostering accountability, collaboration, and innovation across a complex partner ecosystem, the Associate Director drives world-class operational and customer outcomes at Canada's busiest airport.
As Associate Director, Terminal Services & Performance, you will:- Lead enterprise sourcing, procurement, and commercial strategies for all Terminal Operations service contracts and licenses, aligned with airport growth, operational excellence, and customer experience objectives.
- Direct the full contract lifecycle, including RFP development, vendor selection, negotiation, implementation, renewals, and transition planning.
- Develop innovative, performance-based contract models that drive accountability, scalability, cost efficiency, and continuous improvement.
- Establish and oversee governance frameworks, service level agreements (SLAs), key performance indicators (KPIs), and commercial performance mechanisms to ensure consistent service delivery.
- Provide strategic oversight of vendor and partner performance, driving operational excellence, service quality, and customer outcomes across the terminal ecosystem.
- Lead enterprise regulatory compliance programs, ensuring adherence to legislative requirements, accessibility standards, official languages obligations, and Pearson Standards.
- Build and lead an airport-wide performance measurement framework that integrates operational, financial, and customer experience metrics across agencies, airlines, and service providers.
- Leverage analytics, dashboards, and business intelligence to transform data into actionable insights, enabling informed decision-making, continuous improvement, and operational transformation.
- Partner across Airport Operations, Performance Assurance, and ORAT to establish a single, integrated performance governance model and a consistent source of operational truth.
- Own the development, governance, and continuous evolution of Pearson Standards, ensuring standards remain current, measurable, and embedded within contracts, compliance programs, and operational performance frameworks.
- Build and develop a high-performing security workforce, ensuring staffing, training, contractor performance, and a culture of accountability and continuous improvement.
This is the role for you, if you have:- 8 years of experience in an airport environment with demonstrated experience in serving a large and complex customer base.
- 5 years of experience in a leadership role including people management, preferably in a matrix based unionized organization with multiple stakeholders.
- 5 years of experience in preparing and leading large-scale service contracts in a complex environment preferred.
- Solid knowledge and experience of airport operations.
- Proven people leader with the ability to build high-performing teams, drive accountability, and lead organizational change in complex, evolving environments.
- Exceptional communicator and relationship builder, skilled at influencing and collaborating with diverse stakeholders, regulators, and operational partners to achieve shared outcomes.
- Strategic, data-driven, and innovative thinker with strong business acumen, analytical capabilities, and a track record of translating insights into customer-focused solutions and operational improvements.
- Demonstrated experience working in a customer centric environment.
- Post-secondary degree or diploma or a combination of education and relevant experience.
- Ability to obtain and retain a Transportation Security Clearance.
This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.
