Director, Customer Experience & Integration

Nieuport Aviation owns and operates the passenger terminal at the award-winning Billy Bishop Toronto City Airport (YTZ). Backed by significant international expertise in managing aviation infrastructure, we are committed to world-class customer service for the airport’s passengers.

Nieuport is committed to a diverse and inclusive workplace. Nieuport is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

We encourage applications from qualified candidates and will work to reasonably accommodate applicants’ accessibility needs throughout all stages of the recruitment and selection process:

Reporting to the Chief Operating Officer, the Director of Customer Experience & Integration is accountable for defining, governing, and continuously enhancing the end-to-end passenger experience at Billy Bishop Toronto City Airport. The role establishes Nieuport's customer experience vision and performance standards, aligns internal and external delivery partners to those standards and provides executive and Board-level reporting on service performance, operational readiness, and passenger outcomes.

• Define, steward, and evolve the Nieuport Terminal Experience Standard, including maximum wait times, comfort wait times, and green, yellow, and red performance bands for each passenger processor.
• Set the enterprise service architecture for check-in, screening, customs and border processing, boarding, baggage delivery, connections, walking distances and times within the terminal, bussing to remote stands, and aircraft hold times.
• Govern passenger-flow, circulation, dwell-space, and seating principles across the terminal, ensuring layout and furniture decisions continue to support demand, schedule changes, and the required passenger experience.
• Shape the experience framework for the retail, food and beverage, and lounge environment, including layout and adjacency, queueing, seating, service hours against schedule, cleanliness, condition, and delivery performance. Commercial holds the business relationship with concessionaires and lounge operators.
• Ensure accessibility is embedded in the passenger journey, with requirements translated into terminal design, operating processes, partner delivery, and performance monitoring.
• Serve as executive sponsor for terminal way finding, ambiance, accessibility, queue management, and service recovery, ensuring these priorities are integrated into operations, capital planning, partner delivery, and performance governance.
• Define the passenger-experience framework for disruption and irregular operations, including passenger information, way finding, queue management, and service recovery.
• Align standards to IATA Level of Service, ASQ results, and Nieuport brand attributes, and refresh them as schedule, fleet, facility, and passenger-demand conditions change.
• Govern the annual compliance and reporting cycle for the Standard, including audit against each element, performance reporting, executive review, and reissue.

• Steward operational and strategic relationships with CATSA, CBSA, and US Customs and Border Protection, ensuring agency engagement supports passenger outcomes, operational resilience, and Nieuport’s service expectations.
• Negotiate and align agency expectations for lane opening times, resourcing against demand, processing-time visibility, and queue configuration.
• Oversee lane-opening performance, queue lengths, and processing times, ensuring exceptions are reported, escalated, and resolved when performance falls outside agreed levels.
• Align with airlines on the end-to-end passenger experience, including check-in and gate resourcing, hours against schedule, boarding process and boarding time, baggage delivery, aircraft hold times, connection and transfer handling, disruption and irregular operations communication and recovery, and lounge access where airline operated.
• Set and govern the shuttle bus passenger-experience requirements, including service standards, vehicle cleanliness, operator conduct, service reliability, and integration with terminal operations.
• Coordinate with Toronto Port Authority where terminal activity and passenger experience intersect with their operational areas, including the tunnel, landside terminal, and…