What can you expect from this position?Reporting to the Executive Director, Operations Integration, Readiness and Performance Assurance, the Director, Quality, Standards and Performance Assurance leads the airport-wide performance assurance function, ensuring operational data is trusted, standardized, and transformed into actionable insights that drive performance across Toronto Pearson.
This role is instrumental in shifting the organization from reporting performance to actively assuring it. You will establish and govern performance metrics, validate data integrity, monitor operational outcomes, identify risks and gaps, and drive corrective actions that deliver measurable results. By holding leaders accountable to operational standards and commitments, you will help strengthen safety, service, resilience, and operational excellence.
The Director leads performance governance forums, oversees escalation and compliance processes, and ensures performance issues are visible, owned, and resolved. Working closely with operational leaders and executive stakeholders, you will drive accountability, informed decision-making, and continuous improvement across one of North America's busiest airports.
As Director, Quality, Standards and Performance Assurance, you will:- Provide strategic leadership for Airport Operations' Performance Assurance and Quality Assurance & Standards functions, establishing a high-performing organization that drives operational excellence, accountability, continuous improvement, and the consistent definition, maintenance, and enforcement of operational standards, procedures, service levels, and performance expectations across the airport ecosystem.
- Lead Performance Assurance and Quality Assurance & Standards function as a core pillar of the Airport Operations' transformation, ensuring alignment with APOC, LIFT, and future operating model design.
- Lead the transformation of performance assurance practices from retrospective reporting to proactive insight generation, enabling data-driven decision making and operational readiness.
- Establish and govern enterprise-wide performance measurement frameworks, KPIs, and scorecards that align operational priorities, executive objectives, and business outcomes.
- Build and maintain strategic partnerships with airline, agency, and industry stakeholders to develop shared performance metrics, strengthen transparency, and advance collective operational performance.
- Serve as the executive authority on operational performance trends, emerging risks, and business challenges, providing guidance and recommendations to senior leaders and executive stakeholders.
- Ensure the integrity, consistency, and reliability of operational data and performance information that informs organizational priorities and critical business decisions.
- Lead complex diagnostic, predictive, and root-cause analyses to identify performance gaps, operational constraints, and opportunities to enhance efficiency, resilience, and service delivery.
- Translate complex operational intelligence into meaningful executive insights, strategic recommendations, and decision-support materials for senior leadership and governance forums.
- Drive a culture of accountability by ensuring performance insights are translated into measurable actions, operational improvements, and sustainable business results.
- Establish and lead performance governance structures, review forums, and escalation processes that reinforce ownership, challenge results, and accelerate issue resolution.
- Enforce performance expectations by challenging underperformance, escalating unresolved risks or missed commitments, confirming corrective action ownership, and tracking follow-through to measurable improvement.
- Champion operational excellence across Airport Operations by leading audits, compliance reviews, and standardization initiatives that improve consistency, service reliability, regulatory alignment, and organizational performance.
This is the role for you, if you have:- Extensive senior leadership experience in operational performance, performance assurance, analytics, or a similarly complex, data-driven environment.
- Proven experience building, leading, or transforming performance, analytics, governance, or assurance functions that drive accountability and measurable business outcomes.
- Significant aviation and airport operations experience, with a track record of leading operational readiness, performance management, and large-scale transformation initiatives in complex operating environments preferred.
- Expertise in developing and governing KPI frameworks, performance standards, and assurance processes that enable operational excellence and strategic decision-making.
- Strong analytical and problem-solving capabilities, with the ability to translate complex data into actionable insights, identify root causes, and drive performance improvement.
- Exceptional leadership, executive communication, and stakeholder management skills, with experience influencing senior leaders, fostering cross-functional accountability, and leading high-performing teams through change.
- A bachelor's degree in Data Science, Statistics, Operations Research, Industrial/Process Engineering, Aviation Management, Business, or a related discipline; an advanced degree is considered an asset.
- Ability to obtain and retain a Transportation Security Clearance.
This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.
