Location: Mississauga, Ontario, Canada
Date published: 04-Jun-2025
Job ID: 145304
Description and Requirements
Work Location: Hybrid (3 days on site)
Position Type: Permanent
Location: Mississauga
Compensation Range: $115,000 - $130,000
The Associate Director, Passenger Development will play a strategic leadership role focused on elevating the customer experience at Canada’s busiest airport. This is a newly created position designed to drive innovative and inclusive service delivery, oversee passenger insights and marketing, and support the development and execution of accessibility strategies. This individual will work cross-functionally and influence multiple stakeholders to shape and implement the future passenger journey.
Responsibilities:
- Implementation of a customer experience strategy that resonates across all 400+ organizations.
- Leverage data and passenger insights to guide strategic programming and continuous experience improvement.
- Shape accessibility initiatives with a regulatory and inclusive lens, taking a structured, strategic approach.
- Drive marketing and communications that reflect the voice of the passenger.
- Establish employee engagement programs to reinforce a culture of service excellence.
Requirements:
- 7+ years of experience in customer-focused roles, ideally in complex environments
- Strategic thinker with a strong execution mindset, able to both develop and deliver experience strategies.
- Strong data and insights acumen, comfortable using research to influence change across internal and external teams.
- Creative and forward-thinking, with the ability to innovate beyond day-to-day operations.
- Highly collaborative with exceptional stakeholder management and influencing skills.
All interested applicants who meet the qualifications listed above are invited to submit a resume by clicking "Apply Now".
The indicated pay range for this position is a good-faith estimate based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Additionally, it is emphasized that the pay band mentioned herein is the one established by the client company. Factors that may be used when making an offer may include a candidate’s skills, experience and geographic location, the expected quality and quantity of work. Most candidates will start at the bottom half of the pay range, with the upper end reserved for candidates with extensive experience and skills and who live in geographic markets commanding a higher starting pay. An employee’s pay history will not be a contributing factor where prohibited by local law.
This information is subject to change and serves as a general guideline for compensation discussions. Actual offers may vary based on specific circumstances and company policies.