Senior Representative, Passenger Care (Term Opportunity - One Year)

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’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs. What you can expect from this position: Reporting to the Manager, Passenger Care, this role leads the development, implementation, and continuous improvement of accessibility and passenger care programs across Toronto Pearson Airport. Working collaboratively with internal teams, airlines, mobility service providers, advocacy groups, and community partners, the successful candidate will champion accessible services, amenities, communications, and passenger experiences. The role is responsible for managing accessibility initiatives from concept through execution, supporting regulatory compliance, leading stakeholder engagement and awareness activities, monitoring program effectiveness and passenger feedback, participating in capital and operational projects, and overseeing accessibility-related contracts, service providers, and procurement processes to ensure an inclusive, accessible, and world-class travel experience for all passengers. As a Senior Representative, Passenger Care, you will: Advocate for the development and delivery of engaging and inclusive passenger care programs and activities. Collaborate across the organization to plan, implement, maintain, and improve accessible passenger programs, services, and amenities. Build and maintain relationships with air carriers, mobility service providers, and key internal and external stakeholders. Participate in capital project design and construction planning to ensure accessibility requirements are incorporated and passenger impacts are minimized. Guide the development of accessible passenger-facing communications across digital and in-terminal channels. Develop partnerships with advocacy groups, community organizations, research institutions, and regulators to advance accessibility initiatives. Co-chair the Toronto Pearson Accessibility Advisory Council and support stakeholder engagement and action planning. Lead the end-to-end development, implementation, and evaluation of accessibility programs, services, initiatives, and special events. Monitor passenger feedback, program effectiveness, emerging trends, and regulatory requirements to drive continuous improvement and innovation. Support contract administration, service provider performance management, Request for Proposal processes, and operational alignment of accessibility services. This unionized position is classified at the Band 7 level, with an hourly wage of $47.35, based on a 37.5 hour work week. Testing will be administered as a part of the competitive process. This is the role for you, if you have: 3+ years of experience in customer service and stakeholder relationship management. Experience managing relationships across multiple internal and external stakeholders. Experience developing and implementing projects, programs, processes, or initiatives from planning through execution. Demonstrated success delivering programs and initiatives that drive positive outcomes and measurable impact. Strong project management, collaboration, and communicatio…

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