What can you expect from this position?Reporting to the Associate Director, Terminal Operations, the Manager, Terminal Officer provides leadership and direction to a team of Terminal Officers responsible for ensuring the safe, efficient, and seamless movement of passengers throughout Toronto Pearson's terminals. This role oversees daily operations, operational performance, stakeholder and contract management, and continuous improvement initiatives that enhance service delivery and operational resilience. Working closely with airlines, government agencies, terminal tenants, and internal partners, the Manager drives collaboration, optimizes terminal operations, and supports a world-class passenger experience while ensuring compliance with regulatory requirements, GTAA policies, and service standards.
As a Manager, Terminal Officer, you will:- Lead and develop a high-performing team of Terminal Officers, fostering a culture of accountability, collaboration, safety, and exceptional customer service.
- Direct day-to-day terminal operations to ensure the safe, efficient, and seamless movement of passengers across Toronto Pearson's terminals.
- Oversee workforce planning, recruitment, scheduling, performance management, succession planning, and employee development in a unionized environment.
- Manage operational responses to passenger flow challenges, service disruptions, emergencies, and irregular operations to minimize impacts and maintain service excellence.
- Build strong relationships with airlines, government agencies, tenants, service providers, and internal stakeholders to enhance operational effectiveness and passenger experience.
- Monitor contractor performance and ensure compliance with service level agreements, operational standards, and contractual commitments.
- Champion operational readiness initiatives supporting peak travel periods, construction activities, special events, and emergency preparedness.
- Represent Terminal Operations on cross-functional committees, business initiatives, and organizational transformation projects.
- Analyze operational performance, customer feedback, incident trends, and KPIs to identify risks, opportunities, and continuous improvement initiatives.
- Drive operational excellence through process improvements, innovation, service enhancements, and passenger-focused decision-making.
- Develop and communicate operational reports, business cases, policies, procedures, and recommendations to support informed decision-making and strategic objectives.
- Manage departmental budgets, resource allocation, and operational expenditures while ensuring financial accountability and organizational value.
This is the role for you, if you have: - 7+ years of leadership experience in airport, terminal, airline, or comparable operational environments.
- 3+ years leading frontline teams in a fast-paced, customer-focused setting.
- Experience managing complex stakeholder relationships, including airlines, government agencies, tenants, and service providers.
- Proven success leading operational responses to disruptions, emergencies, and irregular operations.
- Strong analytical skills with experience using data and KPIs to drive operational improvements.
- Excellent communication, relationship-building, and decision-making capabilities.
- Experience leading within a unionized environment.
- Strong organizational skills with the ability to manage multiple priorities and competing demands.
- Proficiency with Microsoft Office applications and operational reporting systems.
- Knowledge of airport operations, passenger flow management, and regulatory requirements.
- Post-secondary education in Business, Aviation, Operations Management, or a related field.
- Valid Class G Driver's Licence.
- Ability to obtain and retain Transportation Security Clearance.
This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.
