What you can expect from this position:Reporting to the Manager, Passenger Care, this role leads the development, implementation, and continuous improvement of accessibility and passenger care programs across Toronto Pearson Airport. Working collaboratively with internal teams, airlines, mobility service providers, advocacy groups, and community partners, the successful candidate will champion accessible services, amenities, communications, and passenger experiences. The role is responsible for managing accessibility initiatives from concept through execution, supporting regulatory compliance, leading stakeholder engagement and awareness activities, monitoring program effectiveness and passenger feedback, participating in capital and operational projects, and overseeing accessibility-related contracts, service providers, and procurement processes to ensure an inclusive, accessible, and world-class travel experience for all passengers.
As a Senior Representative, Passenger Care, you will:- Advocate for the development and delivery of engaging and inclusive passenger care programs and activities.
- Collaborate across the organization to plan, implement, maintain, and improve accessible passenger programs, services, and amenities.
- Build and maintain relationships with air carriers, mobility service providers, and key internal and external stakeholders.
- Participate in capital project design and construction planning to ensure accessibility requirements are incorporated and passenger impacts are minimized.
- Guide the development of accessible passenger-facing communications across digital and in-terminal channels.
- Develop partnerships with advocacy groups, community organizations, research institutions, and regulators to advance accessibility initiatives.
- Co-chair the Toronto Pearson Accessibility Advisory Council and support stakeholder engagement and action planning.
- Lead the end-to-end development, implementation, and evaluation of accessibility programs, services, initiatives, and special events.
- Monitor passenger feedback, program effectiveness, emerging trends, and regulatory requirements to drive continuous improvement and innovation.
- Support contract administration, service provider performance management, Request for Proposal processes, and operational alignment of accessibility services.
This unionized position is classified at the Band 7 level, with an hourly wage of $47.35, based on a 37.5 hour work week. Testing will be administered as a part of the competitive process.
This is the role for you, if you have:- 3+ years of experience in customer service and stakeholder relationship management.
- Experience managing relationships across multiple internal and external stakeholders.
- Experience developing and implementing projects, programs, processes, or initiatives from planning through execution.
- Demonstrated success delivering programs and initiatives that drive positive outcomes and measurable impact.
- Strong project management, collaboration, and communication skills.
- Experience managing vendors, contracts, or service providers is considered an asset.
- Ability to thrive in a fast-paced, multi-stakeholder environment while demonstrating a passion for creating inclusive, accessible, and customer-focused experiences, with an unwavering commitment to exceptional customer service.
- Post-secondary degree or diploma.
- Ability to obtain and retain a Transportation Security Clearance.
Knowledge and Skills you bring, that set you up for success:- Knowledge of airport facilities, processes, and terminal flows.
- Knowledge of airport practices and standards to support the development of relevant accessibility programming is considered a valued asset.
- Knowledge of and experience with design thinking.
- Experience developing program and project plans and delivering against deadlines and key objectives while responding to urgent requests and changes in a dynamic, fast-paced environment.
- Knowledge of commercial contract structures, including terms and conditions.
- Knowledge of regulatory, legislative, and corporate requirements related to the design of new in-terminal programming is considered an asset.
- Skilled in negotiation and stakeholder management, including working with passengers with disabilities and advocacy groups.
- Ability to collaborate effectively with project managers and cross-functional teams, providing subject matter expertise and guidance on accessibility considerations to support successful project and program delivery.
- Strong organizational skills and attention to detail to manage evolving processes and programs while ensuring the ongoing delivery of relevant and timely installations.
- Strong creativity and initiative to proactively identify and develop innovative accessibility programs and services.
- Strong communication skills with the ability to clearly identify and articulate the needs of Toronto Pearson passengers through programming, employee education, and activations.
- Demonstrated experience in decision-making, negotiation, and mediation.
- Proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint, Excel, Teams, Forms, and Planner.
- Strong project management skills, including the ability to balance competing priorities and deliver results under tight timelines.
- Strong training and presentation skills, including the ability to develop learning materials and effectively engage a variety of audiences.
- Ability to read architectural and technical drawings and plans to liaise effectively with contractors, the Construction Control Office, and Architectural Services is considered a valued asset.
- Ability to manage stakeholders and contracted resources to ensure the successful delivery of programs and services.
- Demonstrated ability to prepare professional correspondence for senior leaders and external organizations.
- Ability to distinguish between airport-specific operational requirements and general industry commentary to maintain the integrity of services and programming.
- Ability to manage multiple priorities without compromising attention to detail or execution quality.
- Strong problem-solving skills with the ability to proactively identify and address barriers.
- An unwavering commitment to delivering an exceptional passenger experience.
