Contract Passenger Service jobs in Toronto, ON

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, Terminal Services and Standards, this position is responsible for but not limited to the new development and delivery of SOPs, guidance to the TOs and various functional teams. Responsible for development of and reconciliation of workplans and daily reports, analysis of data to drive contractor performance and compliance in coordination with internal stakeholders for initiation. Prioritization of work identified through inspections and audits to effectively liaise with vendors, suppliers and partners to address question, concerns and/or issues directly related to agreements ensuring service level standards are adhered to. The analyst will maintain a strong working relationship with stakeholders to resolve issues to drive operational excellence.

As an Analyst, Terminal Services and Standards, you will:

• Engage and maintain relationships with internal stakeholders to identify service needs and standards for new projects.
• Work closely with Service Providers and key stakeholders (i.e., CBSA, CATSA, CBP, Airlines) to identify and initiate long-term solutions that are within the provisions of the agreements.
• Meet with Operations and Facility Managers to understand, discuss, and provide feedback on long-term changes within the operation that may affect current services or require amendments to contract scope.
• Liaise with internal GTAA departments that oversee support facilities (e.g., Admin, Bussing, AMF, Central De-icing, Limo Lot) that fall within contract scope to ensure contract compliance and that service needs are met.
• Participate in meetings with GTAA internal teams (i.e., structural, maintenance, commercial, customer, and agency development) to collaborate and achieve common goals.
• Work with the Manager, Terminal Services and Standards, and internal stakeholders to identify and draft requirements for the scope of services. Support the Manager in the execution of EOI and RFP processes.
• Be responsible for the development and monitoring of workplans, perform terminal inspections, and collaborate with Service Providers to identify, initiate, and track performance and contract compliance.
• Provide support and recommendations to Service Providers on new initiatives, technologies, and process changes to ensure effectiveness and achievement of corporate goals (e.g., environmental initiatives, zero injuries).
• Trend and analyze data collected from various sources and customer satisfaction reports to identify areas of concern.
• Develop and implement mitigation strategies to drive efficiency and/or improve the passenger experience.
• Communicate contract compliance requirements or violations that are consistent in nature and require immediate resolution with the Manager, Terminal Services and Standards.
• Represent the Terminal Services and Standards team in meetings with Facilities and Operations teams to provide current scope information and/or obtain new requirements.
• Review all applicable day-of internal reports and share feedback with applicable Service Providers for the purposes of recognition, as well as identifying opportunities for improvement.
• Develop service objectives, goals, performance measures, and metrics that are aligned with corporate goals.
• Assist the Manager, Terminal Services and Standards, with internal and external audits (e.g., industry-regulated standards, compliance, health and safety, environment).
• Provide support to the Terminal Services and Standards team as required.

This unionized position is classified at the Band 7 level, with an hourly wage range of $47.35, 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:

• 3 years of experience in airport operations or similar experience in scale and complexity.
• 2 years of experience in contract tendering, procurement and administration.
• 2 years of experience in relationship management with numerous stakeholders, airport operators and government agencies.
• Experience in implementing and monitoring data and contract management systems in an operational environment.
• Experience in conducting investigations, audits and service assessments.
• Experience working in a regulated environment (i.e., public health).
• Experience in data collection, trending and analysis and presentation.
• Valid Ontario G Driver's License.
• Ability to obtain and retain a D/A within thirty (30) days of appointment to the position.
• Post-Secondary diploma/or degree with a focus on Aviation Management, Business Management, Contract Management preferred.
• Ability to obtain and retain Transportation Security Clearance.

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

• Knowledge of all aspects of Contract Scope, Contractor Requirements and GTAA responsibilities, policies and procedures and ability to apply them.
• Ability to maintain concentration and attention to detail, especially in critical airport operational and security sensitive areas where care and judgement are essential and prioritize work accordingly.
• Ability to analyse audit reports, draft responses and recommendations to ensure operational quality assurance, and resolve conflicting views by presenting convincing rationale and process application.
• Ability to conduct investigations and determine and assess physical, operational and behavioural factors.
• Ability to impart knowledge and understanding of operational requirements to all GTAA personnel, tenants, contractors and others whose work has an impact on terminal services.
• Knowledge of all software applications related to Terminal Services and Standards (e.g., Perspective, MS Office 2010 suite, Word, Excel, Visio, Publisher, Outlook).
• Strong written and verbal communication skills.
• Strong decision-making skills and ability to think critically to deliver operational excellence.
• Ability to multitask, prioritize and coordinate many simultaneous tasks.
• Knowledge of contract, tender practices and procedures.
• Knowledge of Terminal Operation and Infrastructure (inclusive of support buildings).
• Strong organization skills with attention to detail and ability to prioritize work.

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