WHAT'S THE JOB?

General Purpose:

The Passenger Experience Director is responsible for shaping and executing the end-to-end journey strategy to ensure a seamless, safe, and memorable experience for all passengers. This role leads a cross-functional team to innovate, implement, and continuously improve service delivery across all touchpoints—from pre-arrival to post-departure.

Key Responsibilities:

• Liaises with GTAA and stakeholders on service issues and ensures overall contract expectations and obligations are met
• Develop and implement passenger service policies and procedures
• Define and communicate passenger service standards
• Oversee the achievement and maintenance of agreed passenger service levels and standards
• Strategic Leadership - Develop and implement a comprehensive passenger experience strategy aligned with organizational goals and customer expectations
• Operational Excellence - Oversee terminal operations, customer service programs, and passenger flow to ensure efficiency and satisfaction.
• Champion the use of technology and data analytics to personalize and enhance the passenger journey
• Work closely with internal departments and external partners Airlines, CBSA, USCBP to deliver unified experience
• Team Leadership - Lead and mentor a diverse team including passenger service managers, supervisors and front-line staff. Foster a culture of empathy, accountability, and continuous improvement
• Act as a key decision-maker during service disruptions, ensuring timely communication and resolution to protect the passenger experience
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Performance Monitoring - Define KPIs, analyze feedback and service metrics, and implement corrective actions to drive satisfaction and loyalty
• Ensure the necessary resources and tools are available for quality service delivery
• Review, track and respond to passenger complaints
• Handle complex and escalated passenger service issues.
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage supervisors and staff
• Ensures compliance with the Official Languages Act
• Conveys a professional and welcoming presence when interacting with employees, passengers, clients and stakeholders

WHO ARE WE LOOKING FOR?

Qualifications & Core Competencies:

• Minimum of 5-7 years' customer service management experience, previous experience in service, hospitality or airport/aviation environment
• College or University graduate.
• French speaking an asset
• Proven track record of leading large teams and managing complex operations
• Strong understanding of digital tools, customer journey mapping, and service design
• Strong interpersonal skills
• Excellent level of enthusiasm and positive approach to tasks
• Ability to demonstrate tact, diplomacy, confidentiality, discretion and sound judgment
• Strong leadership skills
• Strong organizational skills
• Effective critical thinking skills
• Ability to obtain and maintain a Restricted Area Identity Card (RAIC)
• Intermediate level of knowledge with MS Word, MS Excel, Outlook, Internet and online applications
• Possess advanced technology skills to be able to use specific airport equipment including iPads, APPS, Scanners and data management software
• Excellent communication skills (written and spoken) in English including business writing · Ability to work individually and within a team
• Experience working in a unionized environment, ability to work with Collective Agreement and provide guidelines and execution.
• Ability to stand and walk for long periods of time
• Must be flexible with days and evenings, weekends and holidays

Safety Responsibilities:

• Set an example for associates to follow by incorporating safe work practices in all aspects of their activities and abiding by the Clients & Company's safety policies and procedures.
• Attend all required health & safety training
• Reports and corrects any safety concerns and advises employees of potential/unsafe conditions or hazards
• Complies and enforces the H&S regulations, the OHSA and company policies/procedures in a consistent manner.
• Ensure/provide necessary training for employees on the hazards of their jobs using the Safe Work Practices and Task Hazard Assessments.
• Ensure/provide training for the operation of equipment and use of PPE at all times
• Investigates incidents/injuries/near misses to determine root cause and implement any corrective actions – Reports injuries within 24-hours to the H&S Dept.
• Assists injured workers to the fullest extent to ensures participation in the early and safe return to work process as per our RTW policy
• Reviews Inspection reports, JHSC minutes and provides corrective actions on any known deficiencies.

WHAT'S IN IT FOR YOU?

• Be part of an industry that's more important than ever!
• Employee Referral Program!
• Career advancement opportunities.
• Whereas other companies are downsizing, we are growing!
• Be #1 on day 1 by joining an industry leader.
• Salary range: $90,000 - $95,000 per year.
• Yearly pay increases

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans' status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.
#IND1

WHO ARE WE?

Dexterra Group is a fast-growing, financially strong, publicly listed company (TSX:DXT). We have a far-reaching presence across the entire continent North America with hundreds of full-time and part-time opportunities at any given time. We aim to provide our people with more than just a job – we offer fulfilling opportunities in a culture that promotes stability, diversity and inclusion, camaraderie, employee recognition, work-life balance, and doing what you love. For over 75 years, the companies that began independently, and now form Dexterra Group, have been dedicated to serving North American clients to create and manage built environments that play a vital role in our economy and our local communities. And, that's something we're truly proud of. Work That Matters, People Who Care.