Senior Representative, Service Quality

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 1,900 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 program (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Customer Experience Strategy you will support the Customer Experience Vision of "Putting the Joy Back into Travel." This role leads the development and execution of the Service Improvement Action Plan across the passenger journey, driving collaboration with internal teams to ensure timely delivery. By fostering strong cross functional relationships, the position supports the creation of service standards, performance tracking, aligned with Toronto Pearson’s Customer Experience strategy. The role also champions continuous improvement by implementing robust reporting, auditing programs, and data driven insights to enhance service delivery, track progress, and elevate customer satisfaction.

As a Senior Representative, Service Quality, you will:

• Lead development and execution of Service Improvement Action Plans for passenger journey touchpoints
• Support cross-functional teams in planning and executing service improvements, ensuring timely and on-budget delivery
• Foster relationships with internal departments to drive service improvements and identify continuous improvement tools and processes
• Support the development of service level standards, enforcement processes, and reward programs aligned with the Customer Experience strategy
• Develop presentations for internal and external stakeholders to share progress, align on deliverables, and ensure transparency
• Champion the Customer Experience strategy across teams and support new opportunities to advance it
• Oversee the annual budget and costs for Service Improvement Action Plan delivery
• Develop a comprehensive reporting and tracking matrix, flagging risks and opportunities for leadership
• Identify opportunities and enhance measurement tools, in collaboration with the Research & Insights team, to understand customer sentiment
• Develop and implement systems to track and monitor the effectiveness of service improvements and develop metrics for teams
• Support the development and implementation of a Customer Experience auditing program
• Proactively identify process improvement opportunities to enhance the efficiency, effectiveness, and sustainability of the customer experience
• Present audit findings to the Service Improvement Working Group, highlighting risks and opportunities

This unionized position has an hourly wage of $44.63 based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• Post-secondary degree or diploma in business, customer service, other similar field
• Five years in customer service-related field, relationship management, or client engagement; experience with airport or airline customer service is an asset
• Excellent analytical skills and ability to distil large amounts of complex data into actionable insights
• Experience in multi-client/stakeholder engagement roles
• Experience in program development and implementation, program activation, or process improvement
• Experience managing and/or implementing work plans
• Demonstrated experience working in a customer centric environment
• Ability to obtain and retain Transportation Security Clearance

Knowledge and skills you bring, that set-you up for success:

• Deep understanding of airport operations, customer service principles, methodologies, and best practices, including how airlines, agencies, and partners impact passenger experience
• Proven experience in customer service program development, project management, or operations, with a focus on delivering positive passenger experiences and measuring/improving customer satisfaction
• Strong project management skills, including developing and managing program/project plans, budgets, timelines, and resources, while effectively handling escalations and changes
• Excellent analytical skills to interpret data, derive actionable insights, and develop customer service standards for day-of teams
• Proficiency in Office 365 (including PowerPoint, Excel, and Word), with the ability to present findings and action plans clearly to leadership and operational teams
• Demonstrated ability to manage multiple initiatives, prioritize tasks, and adjust plans in a dynamic environment with tight timelines
• Strong communication, negotiation, and interpersonal skills to effectively collaborate with internal/external stakeholders, address operational challenges, and articulate passenger needs
• Effective time management, organizational skills, and attention to detail to manage conflicting priorities and balance daily responsibilities with long-term improvement initiatives

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