The Director, Hub In Terminal Operations – YYZ provides strategic leadership and overall management of In Terminal Operations at Toronto Pearson. This role requires a highly engaged, customer service driven leader with deep expertise in passenger handling, operational excellence, and change leadership. The Director fosters a culture of safety, collaboration, and continuous improvement while ensuring a seamless and exceptional experience for customers and employees.

Provide strategic leadership for all In-Terminal Operations functions within Toronto Pearson International Airport.Develop and execute long term and mid term operational strategies that support an exceptional customer experience and deliver on performance targets.Anticipate, identify, and resolve service or operational issues, ensuring minimal disruption and consistently high service standards.Drive continuous improvement by identifying opportunities, implementing solutions, and monitoring performance across departmental and corporate metrics.Engage frontline colleagues by encouraging participation, gathering feedback, and fostering a culture where ideas and innovation are valued.Lead, coach, and develop management teams to build a culture of accountability, respect, and service excellence.Provide mentorship and support to the airport team, modeling the behaviours and leadership standards expected across the organization.Maintain strong, professional relationships with UNIFOR and IAM union representatives; support positive labour relations and effective issue resolution.Recognize and celebrate employees who consistently deliver service excellence.Ensure resources, staffing, equipment, and facilities are in place to meet operational and performance goals.Maintain strong relationships with key partners, including GTAA, Transport Canada, CBSA, CATSA, USCBP, and the RCMP.Ensure the effective management of critical airport spaces including check in, gate areas, and baggage systems.Lead the Customer Services budget, ensuring prudent cost management, revenue optimization, and adherence to financial targets.Champion a safety first culture; ensure compliance with all safety, security, regulatory and quality standards including IOSA and SMS.Oversee the implementation and auditing of Standard Operating Procedures (SOPs) to ensure consistent, compliant, and safe operations.Conduct and support regular self audits, and implement corrective measures where vulnerabilities are identified.Lead the development and execution of the Station Safety Plan for Customer Services.Maintain full readiness for emergency response operations; act as delegate of the General Manager as required.Ensure alignment between corporate, branch, and station goals.Communicate goals, performance results, operational updates, and new initiatives clearly and consistently to staff.Partner with training teams to ensure departmental training and development objectives are met.Act as a change leader, helping teams adapt to new processes, technologies, and service enhancements.Serve as a visible role model for leadership excellence, accountability, and professionalism.Make decisions with an entrepreneurial mindset—as though you are a steward of the company’s long term success.

Bachelor’s degree in Business, Aviation Management, Operations Management, or a related field; equivalent professional experience will also be considered.10+ years of progressive leadership experience in airport operations, customer service, aviation, or a similarly complex, high‑volume operational environment.Strong leadership and negotiation skills - significant experience leading a large, unionized workforce, including labour relations with different unions, in a customer-oriented and fast-paced operational environment.Demonstrated ability to develop and implement action plans that achieve objectives.Experience and track record leading, motivating and coaching a management and front-line employee team to success.Focused on continuous improvement, must be creative and an innovative thinker.Possess an energetic and tenacious achievement orientation.Ability to think strategically, laterally and conceptually.Strong analytical and problem-solving abilities.Strong business acumen.Excellent interpersonal, conflict resolution, and communication skills (written and verbal).Strong networking skills.Strong organizational skills and ability to create and achieve a vision.Strong working knowledge of budget preparation, administration and a thorough understanding of P&L statements and standard accounting practices.Ability to meet deadlines, work under pressure and achieve multiple objectives.Highly flexible and adaptable to support 24/7 operation – ability to work long and irregular hours.Airport Operational knowledge is essential, including experience as an airport functional manager.Knowledge of Passenger Handling processes and procedures is an asset.Familiar with Health and Safety standards and regulatory requirements as related to airport/airline operations.

Knowledge of SOPs (Standard Operational Procedures)Legal requirements and responsibilities (CARS, TC, COSHR etc.)Knowledge of Pub 100 Corporate Safety Management Manual, Pub 5Corporate Risk AssessmentDangerous Goods Regulations

Linguistic Requirements

Diversity and Inclusion

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.