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, 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 Operations, T1 and T3, this position is responsible for implementing passenger facing non-regulatory wayfinding and signage at Toronto Pearson. The successful incumbent will ensure there is consistency and accuracy in the wayfinding and signage program and that the program is reflective of a world class international airport.
As a Senior Representative, Passenger Navigation, you will:
- Maintain a database of all passengers facing non-regulatory wayfinding and signage at Toronto Pearson, which for this role is defined as Terminals, groundside, parking structures, train stations, inbound/outbound roadways, public access and digital assets
- Ensure consistency and accuracy in the wayfinding and passenger facing non-regulatory signage programs in existing and future facilities
- Investigate signage deficiencies identified by customers or partners
- Prepare and implement recommendations to address gaps and meet needs in timely and efficient manner while also ensuring that signage standards are up held
- Review and provide guidance on new procedures involving signage or new facilities
- Ensure all messages for wayfinding and signage are translated into French using the GTAA contracted translation service
- Conduct inspections of all passengers facing non-regulatory signage and wayfinding and initiate corrective actions as required
- Initiate work orders and requests to produce signs or messaging
- Coordinate installation to limit impact on airport operations
- Liaise with stakeholders on the progress of their signage request
- Review, prepare and initiate work orders for recommendations for new or additional signage (this includes mock-ups)
- Coordinate and participate in inter-departmental and external stakeholder meetings and projects; This includes various committees such as the signage committee
- Review signage requests and ensure they do not interfere with existing wayfinding/signage or that the requested will not generate too many signs in the preferred location
- Maintain wayfinding and signage components, including all mapping, on digital assets
- Maintain a status report of all wayfinding and signage requests
- Generate various reports as required
This unionized position has an hourly wage of $ $41.72, based on a 37.5-hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test will be administered as a part of the competitive process.
Candidates with relevant external experience must provide references with their applications in order to confirm this experience.
This is the role for you, if you have:
- A post-secondary degree or diploma in a related field or an acceptable combination of education and/or relevant experience
- Three (3) years concurrent experience in each of the following areas:
- Relationship or portfolio management
- Customer-account service or relationship management and dealing with multiple stakeholders
- Leading and/or implementing work plans
- Monitoring the work of consultants and contractors
- Demonstrated experience in professional and business writing experience
- Experience in a customer service background
- Experience in airport wayfinding, signage, project management, branding, operations or customer service may be considered an asset
- A valid class “G” Ontario Driver’s license is required
- The ability to obtain and retain Transportation Security Clearance at the designated level for the position
Knowledge and skills that will set you up for success:
- Knowledge in building work plans that deliver on program objectives
- Ability to comprehend and adhere to standards while ensuring consistency in the signage program daily applying a high degree of attention to detail
- Multi-tasking, cooperation and negotiation skills
- Knowledge in dealing with regulatory/legislative partners and their requirements
- Ability to develop and manage workback schedules
- Ability to manage customer-account service/relationships and implement programs that yield positive impacts
- Experience managing complex, multi-faceted projects
- Strong ability to understand logistics, navigation and flow
- Strong attention to detail skills
- Thorough knowledge of passenger flows and terminal layouts
- Working knowledge of Excel, Word, Power point and data bases
- Demonstrated interpersonal and problem-solving skills
- Effective oral and written communication skills are required
The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.
