Terminal & Apron Operations Specialist

About the Organization

Nieuport Aviation is the passenger terminal partner at the award-winning Billy Bishop Toronto City Airport (YTZ). Backed by significant international expertise in managing aviation infrastructure, we are committed to be the leading airport infrastructure partner - where every journey is elevated, communities thrive, and growth is inclusive and enduring. Our mission is to drive economic growth by conveniently connecting travelers through a seamless customer experience grounded in safety and operational excellence.

Nieuport is committed to a diverse and inclusive workplace. Nieuport is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

We encourage applications from qualified candidates and will work to reasonably accommodate applicants’ accessibility needs throughout all stages of the recruitment and selection process: accessible@nieuport.com

About the Role

Reporting to the Manager, Terminal & Apron Operations, this cross-functional role is responsible for ensuring the safe, efficient, and seamless operation of the terminal and apron at Billy Bishop Toronto City Airport. The incumbent is accountable for delivering operational excellence, with a focus on Safety, Security, Regulatory Compliance, Airport Service Quality (ASQ), and the overall Passenger Experience.

This role is responsible for terminal and apron operational oversight, including vendor management and coordination, resource planning, gate allocation, and the effective use of airport operational systems to provide real-time updates across airport platforms. This includes maintaining accurate gate assignments, Flight Information Display Systems (FIDS), and operational data to enhance situational awareness and improve visibility for passengers, airlines, and airport stakeholders. The incumbent serves as a key liaison with air carriers, government agencies, service providers, and other business partners, supporting operational requirements to optimize on-time performance and ensure service excellence. The position provides day-of operational oversight of shuttle bus services, Passenger Service Ambassadors, baggage handling system maintenance activities, IT support services, facilities maintenance, and janitorial operations on a shift basis to ensure established service standards and key performance indicators are consistently achieved.

The role is also responsible for conducting quality assurance inspections, operational audits, and safety assessments of the terminal, apron, and contracted service providers. During winter operations, the incumbent maintains oversight of snow removal and aircraft de-icing coordination activities while proactively identifying, resolving, and escalating operational issues as required to ensure timely resolution and support the successful delivery of airport operations and organizational objectives.

Key Accountabilities

• Monitor real-time flight operations impacting terminal and apron operations, gating and the passenger flow and overall experience, anticipate conflicts and disruptions and coordinate mitigation where applicable.
• Plan and manage terminal gate assignments using gate management software, applying industry best practices to maximize operational efficiency, optimize gate utilization, and maintain required sterility between flight sectors. Responsible for monitoring operational conditions and implementing manual gate planning contingency procedures as required to ensure the safe and efficient continuation of airport operations.
• Coordinate and record aircraft towing activities.
• Record tarmac delays/gate holds and reason(s), record departure delays when possible.
• Communicate advisories to stakeholders, weather events, gate closures, canopy use etc.
• Monitor the Terminal Apron Snow Desk phone, log and provide real-time communication with snow removal provider.
• Maintain oversight of snow removal service provider including maintaining logs and record of activities during snow events.
• Conduct apron inspections, monitor chemical inventory, supply and logs, address and report on operational and safety concerns.
• Provide aircraft sequencing during de-icing events, liaise with the de-icing service provider.
• Monitor weather using Tomorrow.io Dashboard, activating weather-related contingencies and lightning strobes where appropriate.
• Monitor passenger flow, terminal capacity, processing times and queuing via XOVIS implementing mitigations and contingencies where appropriate.
• Host weather-related conference calls, pre/post events when required.
• Execute terminal plans, standard operating procedures (SOP’s) with a focus on safety, security, operational efficiencies and the passenger experience.
• Proactively respond to and resolve tenant and stakeholder concerns through face-to-face interaction. Identify root cause, solutions, and provide timely updates and recommendations to the Terminal & Apron Operations Leadership Team.
• Liaise and communicate with Toronto Port Authority, Airlines, Government Agencies, and stakeholders to alert of any potential Terminal disruptions. Work collaboratively to promptly mitigate and resolve any concerns.
• Complete routine facility inspections in the terminal and on the apron, e.g., cleanliness, maintenance, baggage system operations.  
• Conduct Quality Assurance audits on managed contracts, shuttle bus, ground handling, apron snow removal, passenger service ambassadors, concessions, car rental, etc.
• Proactively respond to operational demand, prepare reports, log, track, and trend operation events or deficiencies within the Terminal during each shift.
• Proactively identify and resolve safety and security concerns, log in Vortex, liaise with Toronto Port Authority Duty Manager, Terminal & Apron Operations Leadership Team and Nieuport Safety & Security.
• Assist with facility coordination, notices of work, and ad-hoc events that may impact the terminal or apron operation.
• Work collaboratively with internal and external stakeholders, fostering a positive and professional environment.
• Pursue continuous improvement initiatives, recommend, and develop plans and SOPs.
• Coordinate resources and response to airport emergencies, Irregular Operations, liaise with Toronto Port Authority Duty Manager, Terminal & Apron Operations Leadership Team, and internal Nieuport departments as required. Participate in Emergency Response utilizing Incident Management System (IMS) principles, assessing and escalating situations as per the program.
• Perform other duties as assigned or required.

Key Qualifications

• Secondary school education, plus 2-5 years’ experience in Airport/Airline Operations, Customer Relationship Management, and/or Customer Service and/or two years of post-secondary education
• French and/or second language is an asset
• Must meet the security level designated for the position, and obtain and retain a Transportation Security Clearance
• Obtain Restricted Operator Certificate with Aeronautical Qualification (Radio License)

Knowledge Skills and Abilities

• Must possess a strong understanding of the aviation industry, airport operation processes, customer service, aviation security and public safety
• Demonstrate strong leadership skills with the ability to make sound decisions in a fast-paced environment
• Determined and resilient team player who takes initiative and proactively anticipates needs of the operation and our passengers
• Ability to analyze data, identify problems, gaps, trends and recommend solutions
• Ability to effectively liaise with senior leadership of various airlines, agencies and tenants
• Capable of producing clear and succinct written and verbal reports
• Knowledge of CBSA, USCBP, CATSA requirements, processes, and procedures
• Ability to comprehend and apply numerous rules and regulations across all aspects of airport operations
• Knowledge and understanding of airport passenger flows, and connection process
• Strong interpersonal skills to communicate, negotiate and resolve conflict using diplomacy and tact
• Ability to lead a team and external service providers, conduct daily briefings, meetings, lead conference call events when required
• Ability to work shifts, mornings, evenings, weekends, holidays, provide 24-hour, 7 day a week coverage to support the Terminal & Apron Operation

What We are Offering

• Located at the award-winning Billy Bishop Toronto City Airport passenger terminal
• Competitive Salary + Bonus (dependent on meeting annual goals)
• Nieuport Aviation is officially certified as a Living Wage employer by the Ontario Living Wage Network (OLWN)
• RRSP matching (after three months' probation period)
• Robust Medical, Dental and Life benefits
• Public Transportation Allowance
• An opportunity to surround yourself with a group of dynamic professionals who are all working towards elevating the experience for the millions of travelers choosing to use Billy Bishop Toronto City Airport, located just steps from the City of Toronto’s downtown area
• A role in an exciting industry!