New Posting - Greater Toronto Airports Authority

Manager, Passenger Navigation
Greater Toronto Airports Authority - Toronto, ON

This position is responsible for evolving the existing program and elevating Toronto Pearson’s wayfinding and signage program to one that is world-class. The role will lead the development and implementation of the passenger-facing, non-regulatory wayfinding and signage program which includes terminal buildings, garages, train stations, roadways (inbound/outbound roads and highways), and digital assets. The role is also responsible for other aspects of passenger navigation including mapping for static and digital assets. The incumbent will demonstrate a passion for our passengers by ensuring that navigation is intuitive, relevant, helpful and efficient. 

Job Description / Key Accountabilities:

• Strategic relationship development and management including relationships with stakeholders such as the Sign Shop, Commercial Team, Terminal Operations, Terminal Planning, Parking & Groundside Operations and various committees as well as external suppliers 
• Program Management including wayfinding and signage in terminals, parking garages, train stations, roadways and digital assets; Manage wayfinding and signage assets both static and digital 
• Responsible for evolving the existing wayfinding programs by building and expanding the existing program 
• Lead the implementation and ongoing management of digital signage elements 
• Develop meaningful wayfinding and navigation content while also assisting stakeholders as required in developing other meaningful content 
• Responsible for all passenger facing, airport complex mapping including requirements for static and digital platforms; Develop the outdoor and roadway signage policies and implement new programs; manage the program ongoing 
• Establish and manage primary and secondary passenger-facing, non-regulatory signage requirements 
• Leverage technology including mapping technologies 
• Lead the integration of parking garage and roadway signage into the main wayfinding portfolio to ensure consistent application of standards 
• Participate in the development of the Wayfinding and Signage strategic plan 
• Responsible for ensuring that the GTAA Signage Standards are consistently implemented 
• Manage the wayfinding and signage program including the upgrading and replacement of signs 
• Lead the Navigation team and ensure the inspection of all signage including the assessment to replace, repair, maintain and add/take-away inventory is ongoing 
• Manage the continuous improvement of the program to reach world-class status 
• Lead a highly effective and collaborative department providing direction, guidance and support to junior staff 

Job Requirements / Qualifications:

• A Post-Secondary degree or diploma in business, environmental/experiential graphic design, graphic design, marketing, branding or an equivalent field 
• A minimum of five (5) years of experience managing complex projects and project managing construction or property development 
• A minimum of five (5) years of concurrent experience managing high-performing teams with a proven track record for delivering results 
• Experience in environmental/experiential graphic design, graphic design, design planning, interior architectural design, branding, marketing and/or signage is preferred 
• Must meet the security level designated for the position or must be able to obtain and retain a Transportation Security Clearance 
• Must possess a valid Ontario Driver’s license 

Knowledge, Skills and Abilities:

• Demonstrated ability to develop and manage complex program and project plans including on-time/on-budget performance 
• Must have strong problem solving and dispute resolution skills 
• Demonstrated decision making skills.Proven ability to manage the big picture as well as the specific details of large scale projects with multiple stakeholders 
• Demonstrated ability to provide an exceptional customer service focus both internally and with the end-user 
• Demonstrated ability to influence, collaborate and negotiate with internal as well as with external stakeholders to achieve results 
• Demonstrated ability in relationship management and understanding how to drive customer satisfaction 
• High degree of tact in dealing with requests and in managing expectations 
• Must have a strong ability to handle multiple priorities and meet tight timelines 
• Ability to apply standards and consistency to the signage program on a daily basis utilizing a high degree of attention to detail 
• Working knowledge of Outlook, Word, Excel, Power Point and data base management 
• Working knowledge of design software such as CAD is considered an asset 
• Ability to read and write French is preferred 
• Knowledge of the airport and/or airport industry, the GTAA organization and airport community structure preferred

Greater Toronto Airports Authority