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Added 1 day ago
UO
Director, Administration
University of Victoria
Victoria, BC
- Full-time
Under the direction of the Dean, and in collaboration with Associate Deans and Chairs/Directors as applicable, the Director, Administration (DA) is responsible for the management of the…
Added 1 day ago
P&
Gestionnaire principal de la sécurité / Senior Manager, Security
Pratt & Whitney
Longueuil, QC
- Full-time
…passagers et de marchandises aux services médicaux d’urgence, aux opérations humanitaires et à la lutte contre les feux de forêt, partout dans le…
Added 1 day ago
TU
Professional Programs Manager
The University of British Columbia
Vancouver, BC
- $7,158.42 to $10,292.25 CAD / month
- Full-time
In addition, the Manager works closely with the SPPH Senior Education Manager as well as the Associate Director Education to lead, develop and manage strategies that span all SPPH programs.…
Added 1 day ago
CA
Project Manager
Centurion Associates Inc
AB · Edmonton, AB
- Full-time
Reporting to the Associate Director of Technical Services and Innovation, the Project Manager is responsible for the professional management and successful completion of assigned capital…
Added 1 day ago
UO
Professional Programs Manager
University of British Columbia
Vancouver, BC · UBCV | School of Population & Public Health (SPPH)
- $7,158.42 to $10,292.25 CAD / month
- Full-time
In addition, the Manager works closely with the SPPH Senior Education Manager as well as the Associate Director Education to lead, develop and manage strategies that span all SPPH programs.…
Added 1 day ago
R
Gestionnaire principal de la sécurité / Senior Manager, Security
RTX
Longueuil, QC
- Full-time
…passagers et de marchandises aux services médicaux d’urgence, aux opérations humanitaires et à la lutte contre les feux de forêt, partout dans le…
Added 1 day ago
MU
Communications and Events Associate
McGill University
Montreal, QC · Ferrier Building
- Full-time
Under the direction of the Administrative Manager, Human Resources and Operations, the incumbent coordinates and supports a broad range of programs, events, communications, partnerships,…
Added 1 day ago
SL
Clerk, College Preparation
St. Lawrence College
Kingston, ON
- Full-time
The incumbent provides confidential clerical support and student services to the Associate Director, Academic & Campus Operations - Access Programs, faculty and students associated with the…
Added 1 day ago
TU
Employee Relations Coordinator and Executive Assistant to the AVP
The University of British Columbia
Vancouver, BC
- $6,143.67 to $8,830.25 CAD / month
- Full-time
The Employee Relations Coordinator and Executive Assistant to the the AVP manages day-to-day operations and projects related to confidential staff grievances and collective bargaining and…
Added 1 day ago
UO
Employee Relations Coordinator and Executive Assistant to the AVP
University of British Columbia
Vancouver, BC
- $6,143.67 to $8,830.25 CAD / month
- Full-time
The Employee Relations Coordinator and Executive Assistant to the the AVP manages day-to-day operations and projects related to confidential staff grievances and collective bargaining and…
Added 2 days ago
N
Shareholder Relations Associate
Navacord
Toronto, ON
- $50,000 to $70,000 CAD / year
- Full-time
Reporting to the Director, Total Rewards & Shareholder Relations, the Shareholder Relations Associate supports day-to-day shareholder servicing, exits and repurchases, quarterly equity…
Added 2 days ago
CA
Project Manager
Centurion Asset Management Inc.
AB · Edmonton, Alberta
- Full-time
Reporting to the Associate Director of Technical Services and Innovation, the Project Manager is responsible for the professional management and successful completion of assigned capital…
Added 2 days ago
RM
Director of Operations
Reynolds Mirth Richards & Farmer LLP
AB · Edmonton, AB
- Full-time
The Director of Operations is a key member of the firm’s senior leadership team, responsible for the effective management, coordination and ongoing development of the firm’s administrative…
Added 2 days ago
MU
Associate Director, Strategic Initiatives & Administration JO 79305
McMaster University
Hamilton, ON
- Full-time
The Associate Director, Strategic Initiatives and Administration provides leadership, expertise, and strategic advice in support of planning, governance, organizational effectiveness,…
Added 2 days ago
SH
Event Planning Director
Sheraton Hotels & Resorts
Montreal, QC
- Full-time
Manages event planning functions and staff on a daily basis. Core area of responsibility is the event planning team, including the Senior Event Managers, Event Managers, Associate Event…
Added 2 days ago
MU
Manager, Campaign Events JO 79256
McMaster University
Hamilton, ON
- Contract
…most ambitious fundraising campaign to date. Led by the Senior Director, the team is recruiting for key roles that will support campaign success through meaningful donor engagement,…
Added 2 days ago
M
Coordonnateur(trice) des Affaires médicales – Innovation et Capacités / Medical Affairs Coordinator – Innovations & Capabilities
Merck
Kirkland, QC
- Full-time
De 3 à 5 années d’expérience dans un rôle de coordination, d’opérations cliniques, de soutien à la gestion de projets ou d’administration au sein de l’industrie pharmaceutique,…
Added 2 days ago
AC
Associate Director, Academic Planning and Strategic Initiatives
Algonquin College of Applied Arts and Technology
Ottawa, ON
- Full-time
Reporting to the Executive Director, Academic Operations and Planning, the Associate Director, Academic Planning and Strategic Initiatives provides strategic and institution-wide leadership…
Added 2 days ago
UO
Associate Director, Residence Life
University of Victoria
Victoria, BC
- Full-time
The Associate Director, Residence Life (ADRL), is a vital student affairs leader at the University of Victoria. As a student housing and community life professional, the ADRL has…
Added 2 days ago
SS
Associate Director of Care | Permanent, Full-Time | RN
Sienna Senior Living
Stouffville, ON
- Full-time
…environment where you will make a meaningful difference. As the Associate Director of Care, your responsibilities will include overseeing clinical operations, leading clinical staff, and…
Added 2 days ago
MU
Associate Director, Financial Reporting and Unrestricted Accounting
McGill University
Sherbrooke, QC
- Full-time
The Associate Director, Financial Reporting and Unrestricted Accounting in the Controller’s Office provides leadership for the University’s accounting and financial reporting activities and…
Added 2 days ago
UF
Executive Assistant, Integrated Philanthropy
UJA Federation of Greater Toronto
Toronto, ON · North York, Ontario
- Full-time
The Executive Assistant provides executive, administrative and coordination support to the SVP, Integrated Philanthropy, helping advance departmental priorities and initiatives. Working…
Added 3 days ago
M
Event Planning Director
Marriott
Montreal, QC
- Full-time
Manages event planning functions and staff on a daily basis. Core area of responsibility is the event planning team, including the Senior Event Managers, Event Managers, Associate Event…
Added 3 days ago
AC
Associate Director, Academic Planning and Strategic Initiatives
Algonquin College
Ottawa, ON
- Full-time
Reporting to the Executive Director, Academic Operations and Planning, the Associate Director, Academic Planning and Strategic Initiatives provides strategic and institution-wide leadership…
Added 3 days ago
Manager, AMS/SAP Platform Administration and Support
University of Toronto
Toronto, ON
Reporting to the Associate Director, AMS/SAP, the incumbent manages a collaborative and highly skilled team responsible for the technical design, administration, security, operations, and…

Greater Toronto Airports Authority

Manager, Customer Experience Strategy

Toronto, ON, L5P 1B2, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 14, 2026

Original job description

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 2,100 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?

Reporting to the Associate Director, Passenger Programs and Experience, the Manager, Customer Experience Strategy will play a pivotal role in bringing Toronto Pearson’s Customer Experience Vision, “putting the joy back into travel,” to life. As an advocate for the passenger, you will shape the standard for experience at Toronto Pearson, lead strategic initiatives, build alignment across a complex airport community and create the programs and accountability needed to deliver a more seamless, consistent and memorable journey for millions of passengers.

As a Manager, Customer Experience Strategy, you will:

Champion Toronto Pearson’s Customer Experience Strategy, acting as a key ambassador for the vision and driving understanding, alignment and action across the organization and broader airport community
Lead execution and ongoing evolution of Toronto Pearson's Customer Experience Strategy and Roadmap, translating strategic priorities into actionable programs, pilots and initiatives that deliver measurable improvements to the passenger experience
Build alignment across the Toronto Pearson community, leading CX councils and collaborating with internal teams, airlines, agencies, partners and external consultants to build shared priorities and deliver a cohesive end-to-end experience
Evolve the Toronto Pearson Service Behaviours program, including training and service-level expectations to drive a consistent and exceptional experience across the travel journey
Drive a culture of customer-centricity by leading employee engagement, recognition and rewards programs that celebrate exceptional service, reinforce the Service Behaviours and inspire employees and partners to put passengers at the heart of everything they do
Strengthen service quality and accountability by embedding customer experience standards into airport-wide audit programs, using results to proactively address performance gaps and elevate the passenger experience
Embed the customer experience strategy into major airport transformation programs by collaborating with internal teams, design partners, consultants, and airport stakeholders.
Partner with Analytics teams to strengthen customer experience measurement, understand passenger sentiment, and ensure feedback is translated into timely action.
Establish reporting frameworks, metrics, and tracking tools that communicate progress, identify risks and opportunities, and support informed leadership decisions.
Manage the Customer Experience Strategy budget and coach, mentor, and develop team members to deliver high-quality, measurable results.

This is the role for you, if you have:

A post-secondary diploma in Aviation Management, Business Administration, Marketing, or a related field; a related degree or MBA is considered an asset.
At least five years of experience in an airport or similarly complex environment serving a large and diverse customer base.
At least seven years of experience navigating complex stakeholder environments and delivering tangible business or service outcomes.
At least five years of people leadership experience, preferably within a matrixed or multi-operational organization.
Proven experience developing or delivering customer experience, service improvement, or other complex programs.
Strong project management capabilities, with a track record of delivering complex initiatives on time and within budget; a PMP designation is considered an asset.
Demonstrated ability to influence, collaborate, and negotiate across functions and with external stakeholders, including in a unionized environment.
Strong business acumen and a continuous-improvement mindset, with the ability to identify trends, recommend solutions, and implement corrective actions.
Excellent communication, presentation, relationship-management, and organizational skills, including the ability to communicate complex information to audiences at all levels.
Lean or Six Sigma certification and knowledge of project management technologies are considered assets.
Ability to obtain and retain Transportation Security Clearance.

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

This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.

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More about this job

Responsibilities

The Manager, Customer Experience Strategy will lead the execution of the customer experience roadmap and drive alignment across the airport community to ensure a seamless passenger journey. They are responsible for managing the strategy budget, mentoring team members, and embedding customer-centric standards into airport-wide operations.

Requirements

Candidates must have at least seven years of experience in complex stakeholder environments and five years of people leadership experience. A post-secondary diploma in a relevant field is required, with a degree or MBA and PMP designation considered strong assets.

Skills

Customer experience strategy
Strategic planning
Stakeholder management
Project management
People leadership
Service design
Data analysis
Budget management
Change management
Performance measurement
Communication
Relationship management
Continuous improvement
Aviation management
Business acumen

Benefits

Flexible retirement program
Employer matching
Voluntary savings options
Flexible hybrid work environment
Reward and recognition program

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Strategy
Aviation Management
Stakeholder Management
Project Management
PMP
Lean
Six Sigma
Budgeting
Performance Metrics
Service Behaviours
Employee Engagement
Transportation Security Clearance
Business Administration
Marketing
Data Analytics
Customer-centricity
Airport Operations
Transformation
Leadership

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