Job Description

Toronto Pearson is transforming. Now’s the time for your career to fly.

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?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community.
• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans).
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What can you expect from this position?

Reporting to the Associate Director, Accessibility and Agency Programs, the Manager, Passenger Care is accountable for advancing Toronto Pearson’s accessibility vision and ensuring an inclusive, dignified, and seamless travel experience for passengers with reduced mobility.

This role leads the development and delivery of airport‑wide accessibility strategies, programs, and partnerships, supporting more than one million passengers with reduced mobility each year. You will collaborate closely with airlines, advocacy groups, regulators, and internal stakeholders to continuously improve services, reduce barriers, and position Toronto Pearson as a global leader in accessible air travel.

As a Manager, Passenger Care, you will:

• Build and manage strong relationships with disability advocacy organizations, regulators, airlines, and industry partners to advance accessibility outcomes.
• Lead the development and delivery of passenger care and accessibility programs that support a seamless end‑to‑end travel journey.
• Co‑design inclusive services and infrastructure with people with lived experience, advocacy groups, and airport partners.
• Oversee compliance with accessibility‑related legislation and regulatory frameworks, including federal transportation and official languages requirements.
• Lead analysis and resolution of systemic passenger experience issues, reducing friction points and operational impacts.
• Develop and manage accessibility standards, service models, and oversight mechanisms across airport operations.
• Guide continuous improvement initiatives using passenger insights, performance metrics, and industry best practices.
• Lead, coach, and develop a small, specialized team, fostering a collaborative, inclusive, and high‑performing culture.

This is the role for you, if you have:

• A minimum of 5 years’ experience in program management and delivery within a complex operational environment.
• At least 3 years’ experience in people leadership, including direct or cross‑functional team leadership.
• Demonstrated experience working in a customer‑centric environment, ideally supporting diverse or vulnerable populations.
• Strong relationship‑management skills, with experience engaging advocacy groups, partners, or regulators.
• Excellent communication skills, with the ability to influence across internal and external stakeholder groups.
• Post‑secondary education in business, communications, or a related field (or an equivalent combination of education and experience).
• Ability to obtain and retain Transportation Security Clearance.

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

This position is exempt from Ontario's 2026 pay transparency requirements under Regulation 476/24.