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Added 9 mins ago
SL
Payroll Specialist
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Waterloo King
- Full-time
Reporting to the Senior Payroll Manager, Payroll Operations, the Payroll Specialist will be responsible to process biweekly payroll for 7,000+ US employees. This is a 15-month contract…
Added 9 mins ago
BC
MEP Project Manager
Broccolini Construction Inc.
ON · Ottawa, Ontario
- Full-time
The MEP Project Manager is responsible for every MEP facet of a complex project, or multiple smaller projects, and for their successful delivery through complete contract management. The…
Added 39 mins ago
C
Customer Success Manager, Public Sector & Defence
Cohere
Ottawa, ON
- $150,000 to $215,000 USD / year
- Full-time
We’re training and deploying frontier models for enterprises who are building AI systems. We believe that our work is instrumental to the widespread adoption of AI and we are looking for…
Added 53 mins ago
Meat - Manager Meat
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Kamloops, BC
The Meat Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 1 hour ago
S
ILS Training Specialist II
Seaspan
Victoria, BC
- Full-time
The ILS Training Specialist II is responsible for analyzing, designing, and developing engaging and innovative training solutions for technical and non-technical audiences within a…
Added 1 hour ago
HH
Project Manager
Highbridge Human Capital
Logan Lake, BC
- $150,000 to $170,000 CAD / year
- Full-time
NHWELMEN Construction is seeking an experienced and results-driven Project Manager to lead the successful planning, execution, and delivery of construction projects. The Project Manager is…
Added 1 hour ago
HH
Project Manager
Highbridge Human Capital
Logan Lake, BC
- $150,000 to $170,000 CAD / year
- Full-time
NHWELMEN Construction is seeking an experienced and results-driven Project Manager to lead the successful planning, execution, and delivery of construction projects. The Project Manager is…
Added 1 hour ago
Nuclear Services Technologist
ATS Automation
Cambridge, ON
Interface with clients' Contract Supervisors and vendors.
Added 1 hour ago
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Clinical Research Coordinator - Regulatory Affairs (CIM)
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Under the supervision of the Manager, Clinical Research Administration Centre for Innovative Medicine (CIM), the incumbent is responsible for supporting the submission of clinical research…
Added 1 hour ago
R|
Clinical Research Coordinator - Nurse (CIM)
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Under the supervision of the Manager, Pediatric and Adult Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the…
Added 2 hours ago
VL
Patient Appointment Coordinator
Vision Loss Rehabilitation Canada
Remote, Canada
- Remote
…sighted across the country. Our certified specialists provide training that empowers clients to develop or to restore activities of daily living skills, to promote their independence, to…
Added 2 hours ago
S
Senior Mechanical Engineer - Team Lead
Stantec
Edmonton, AB
- Full-time
…complexity. You will serve as both a technical leader and people manager while collaborating closely with multidisciplinary design teams, clients, contractors, and other project…
Added 2 hours ago
C
Contract - Lifestyle & Programs Manager
Chartwell
Ajax, ON
- Full-time
As a Lifestyle and Programs Supervisor at Chartwell, reporting to the Lifestyle and Programs Manager, you’ll coordinate the day-to-day delivery of meaningful programs that reflect…
Added 2 hours ago
R
Driver- Class 3 (Contract Position)
RONA
AB · Edmonton, AB
- Contract
A comprehensive training program for all new hires
Added 2 hours ago
CO
Job ID #32317: Senior Project Manager, Specialized Transit
City Of Hamilton
Hamilton, ON
- Full-time
Reporting to the Manager of Accessible Transportation Services, the Senior Project Manager, Specialized Transit, will be responsible for directing and managing all aspects of the…
Added 2 hours ago
JA
Technical Specialist, Quality Assurance
JR Automation
Toronto, ON
- Full-time
The Technical Specialist, Quality Assurance assumes the role of Quality Assurance Manager (QAM) within the Product/Project team organization and has the responsibility of assuring the…
Added 2 hours ago
JA
Head of Contract Management Hub North America - Grid Automation
JR Automation
Montreal, QC · Saint-Laurent, QC
- Full-time
Hitachi Energy is looking for a Head of Contract Management for Hub North America within our Grid Automation Business Unit. In this role, you will provide contractual leadership across the…
Added 2 hours ago
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Strategic Account Manager, NA
Vantage
Quebec, QC
- Full-time
Vantage is seeking an ambitious, detail-oriented, and resourceful Technical Account Manager (TAM) to establish and maintain strong customer relationships and promote customer satisfaction.…
Added 2 hours ago
VL
Patient Appointment Coordinator
Vision Loss Rehabilitation Canada
Sudbury, ON
- Full-time
…sighted across the country. Our certified specialists provide training that empowers clients to develop or to restore activities of daily living skills, to promote their independence, to…
Added 2 hours ago
NF
Customer Programs Manager
New Flyer
Winnipeg, MB
- Full-time
We are seeking a Customer Programs Manager who will act as the liaison for the company and the customer, successfully managing assigned contracts by leading cross-functional teams…
Added 2 hours ago
MC
Facilities Coordination Project Manager
MatchBox Consulting Group
Surrey, BC
- Contract
Duration: Contract (November 2026 – March 2027)
Added 3 hours ago
B
Manager, Digital Strategy & Insights
BMO
Toronto, ON · BMOPLACE
- Full-time
…milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and…
Added 3 hours ago
VE
Project Coordinator
Victor Energy
Nisku, AB
- Full-time
…Coordinator will be responsible for supporting the Project Manager by interfacing with applicable team members to deliver assigned projects. This role is responsible to continuously…
Added 3 hours ago
NF
Customer Programs Manager
New Flyer
Remote, Canada
- Full-time
- Remote
We are seeking a Customer Programs Manager who will act as the liaison for the company and the customer, successfully managing assigned contracts by leading cross-functional teams…
Added 3 hours ago
JA
Contract Manager
JR Automation
Toronto, ON
- Full-time
Commercial Contract Manager supporting the business in bids and project contract management for the Signaling and Rail Solutions Line of Business in the Americas region.

Greater Toronto Airports Authority

Senior Representative, CX Strategy Activation

Toronto, ON, L5P 1B2, Canada

This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week. · Full-time

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Job details

Pay: This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week.
Job type: Full-time
Posting language: English
Posted: Oct 14, 2026

Original job description

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!

As a GTAA employee, you will have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance program (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Customer Experience and Insights, you will activate Toronto Pearson’s customer experience strategy by embedding customer-centric practices, programs and governance across the organization. You will use passenger insights, benchmarking and strong stakeholder partnerships to advance continuous improvement, strengthen service culture and improve the traveller experience.

As Senior Representative, CX Strategy Activation, you will:

Build strong relationships across Commercial, Stakeholder Relations and Communications, Legal, Terminal Operations, Customer Development, ADTS and external partners to support a customer-centric culture.
Advocate for passengers by driving adoption of the customer experience strategy, service behaviours, passenger personas and journey maps.
Develop continuous improvement strategies from passenger insights and support new or enhanced customer experience programs and resources.
Support customer experience governance forums, working groups and councils, including materials, action plans, trackers and senior-leader reporting.
Partner with business units to address issues identified through PAX and ASQ results and monitor progress against agreed actions.
Support the Customer Experience Champions program, service behaviour training, recognition initiatives and partner engagement activities.
Manage tenders, requests for proposals, service contracts and vendor relationships for program enablers, research, technology, marketing and staffing support.
Monitor supplier performance and brand compliance, address issues and recommend corrective action when required.
Lead special projects and cross-functional teams addressing systemic customer experience challenges, using research, root-cause analysis and stakeholder engagement.

This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week. As part of the recruitment process, candidates may be required to complete an assessment.

This is the role for you, if you have:

A minimum of five years of experience in customer service, relationship management or client engagement; airport or airline customer service experience is an asset.
Experience working in multi-client or multi-stakeholder environments.
Experience developing and implementing programs, activating initiatives or improving processes.
Experience managing and implementing work plans, projects and competing priorities.
Experience with contract management, including monitoring vendor or supplier performance and working with multiple stakeholders, is preferred.
Demonstrated professional and business writing experience.
Knowledge of broader airport operations and how airlines, agencies and key partners contribute to the passenger experience.
Experience in customer service program development, project management, operations or customer service.
Post-secondary degree or diploma in business, customer service, marketing, research, hospitality, communications or a related field.
Ability to obtain and retain Transportation Security Clearance.

Knowledge and skills you bring, that set you up for success:

Ability to interpret passenger feedback and survey data, identify root causes and translate findings into actionable improvements.
Knowledge of customer experience benchmarking, performance indicators and programs such as ACI ASQ, Skytrax and PAX.
Strong project and program planning skills, with the ability to deliver against deadlines and objectives in a dynamic environment.
Strong stakeholder management, facilitation, presentation, negotiation and conflict-resolution skills, using diplomacy and tact.
Ability to distill complex information and clearly articulate the value of customer experience initiatives to varied audiences.
Strong organizational skills, attention to detail and the ability to manage conflicting priorities without compromising execution.
Creative, data-informed thinking and the initiative to challenge the status quo and develop innovative programming and training.
Ability to manage vendors, contracted resources, budgets, timelines and service expectations.
Proficiency in Microsoft Outlook, Word, PowerPoint and Excel.
An unrelenting commitment to the passenger experience and to maintaining confidentiality when handling sensitive information.

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

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More about this job

Responsibilities

The Senior Representative will activate the customer experience strategy by embedding customer-centric practices and governance across the organization. They will also manage vendor relationships, lead cross-functional projects, and use passenger insights to drive continuous service improvements.

Requirements

Candidates must have at least five years of experience in customer service, relationship management, or client engagement. A post-secondary degree or diploma in a relevant field is required, along with the ability to obtain Transportation Security Clearance.

Skills

Customer experience strategy
Relationship management
Project management
Stakeholder management
Data analysis
Contract management
Vendor management
Process improvement
Business writing
Facilitation
Presentation skills
Negotiation
Conflict resolution
Root-cause analysis
Performance benchmarking

Benefits

Retirement planning
Comprehensive group health benefits
Employee assistance program
Paid leave
Education and training
Recognition and rewards programs

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Strategy Activation
Airport Operations
Stakeholder Relations
Passenger Insights
Benchmarking
ACI ASQ
Skytrax
PAX
Contract Management
Vendor Management
Project Management
Root-cause Analysis
Service Culture
Governance
Microsoft Office
Data-informed Thinking
Customer Development
Transportation Security Clearance
Aviation

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