Wednesday, March 13, 2019

New Posting - Greater Toronto Airports Authority

Manager Passenger Care
Reporting to the Associate Director, Passenger Development, this position is responsible for the delivery and management of the Passenger Care strategy. In support of enabling Toronto Pearson to become the Best Airport in the World, the Manager, Passenger Care will accelerate our current approach to creating an accessible and hassle-free travel experience for all passengers, no matter their needs.
Through the delivery of new programs, services and technological advancements, the incumbent will create a world class airport experience and demonstrate a passion for passengers through co-developing an accessible travel journey with airlines, government agencies, advocacy groups and persons with disabilities.


  • Develop and manage collaborative relationships with senior levels of new and existing partner advocacy group
  • Develop and manage relationships airline management and government agencies as it relates to passengers with reduced mobility
  • Develop and manage Toronto Pearson working group to minimize mismatches for passengers with reduced mobility
  • Manage relationships with all internal GTAA teams to support the delivery of accessibility programming and represent the needs of passengers with reduced mobility
  • Effectively manage the delivery of new services, programs and infrastructure
  • Develop and manage Toronto Pearson’s operational guide to support passengers with reduced mobility
  • Lead analysis and resolution of systemic issues related to the seamless travel of passengers with reduced mobility, with a focus on reducing passenger frustrations and the potential for operational impact
  • Manage effective resolution of committee/stakeholder issues through operating units and working groups
  • Co-develop and implement a suite of programs and processes tailored to passengers with reduced mobility, in close collaboration with disability advocacy groups and air carriers
  • Develop and implement innovate technology-based solutions to promote a seamless travel experience
  • Ensure that Toronto Pearson adopts best practice design principles above building code standards to meet functional requirements for passengers with reduced mobility
  • Develop and manage processes for the effective communication of new services, products and programs for both internal and external stakeholders
  • Manage required changes as identified through the CTA’s Regulatory Modernization Initiative and Accessible Transportation for Persons with Disabilities Regulations
  • Participate in industry working groups as they relate to passengers with reduced mobility
  • Management and administration of the Core Services program, including auditing service levels, managing budget and reporting on performance standards and presenting monthly reports
  • Management and administration of mobility assistance provider licenses
  • Management and administration of services to accommodate the 10-15% YoY growth of passengers with reduced mobility
  • Continually monitor, measure, evaluate, and report on the effectiveness and impact of accessible programs, strategies and engagement
  • Management and administration of contracts with technology and service providers
The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.

Qualifications

  • Post-secondary degree or diploma in communications, business or related field
  • Minimum 5 years of experience in program management and delivery in a complex operational environment
  • Minimum 3 years of experience in People Management (direct report or cross-functional)
  • Demonstrated experience managing and executing innovative communications strategies, messages and tactics that engage the community, advocacy groups and Toronto Pearson employees
  • Must be able to obtain and retain Transportation Security Clearance

Knowledge, Skills and Abilities


  • Demonstrated experience working in a customer centric environment
  • Excellent communication skills to effectively reach a broad audience of internal and external customers, and other key stakeholder
  • Developing and implementing (functional) accessibility design standards based on industry best practices
  • Strong knowledge of the theories, principles and practices of accessibility planning and current/emerging trends/issues preferred
  • Ability to effectively lead and manage all dimensions of projects from conception to planning and implementation to measuring outcomes
  • Strong political acuity to recognize and take into account sensitive political situations
  • Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
  • Demonstrated interpersonal and problem-solving skills
  • Ability to successfully manage under pressure and respond to critical and or changing priorities
  • Requires ability to learn and adapt quickly about business, goals and strategies
  • Professional experience leading cross-functional teams in a highly collaborative environment
  • Professional reputation for demonstrating an endless curiosity and the drive to understand things and make them better
  • Excellent proficiency with MS Office suite (Word, Excel, Outlook, and PowerPoint)
For further information, or to apply, please click here

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