The role is intentionally structured to streamline span of control and step back from day‑to‑day operations to focus on strategic oversight of Contact/Vendor operations and management, Workforce Management, Management Information Systems, Quality & Training, Knowledge Management, Business Improvement, and NPS outcomes. The Manager ensures delivery through team leads and vendor partners, aligning initiatives to cost, quality, and customer‑experience targets.

Accountabilities

• Provide strategic direction and governance across the above business units, ensuring consistent standards, controls, and outcomes.
• Define and maintain the operating model for Support Function Management, aligning processes, policies.
• Own planning, forecasting, and tracking of ADM and related budgets across teams; deliver insights to optimize cost‑to‑serve and ROI.
• Ensure financial controls, procurement coordination, and audit readiness across internal teams and vendor contracts.
• Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.
• Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.
• Own the end‑to‑end Quality Assurance program and the training strategy (induction, upskilling, refreshers) to drive consistent performance.
• Maintain a single source of truth for the knowledge base, with governance for accuracy, change control.
• Identify, prioritize, and deliver continuous improvement initiatives (process, policy, digital) informed by BI insights and voice‑of‑customer.
• Own the NPS improvement roadmap for Customer Care; deploy targeted actions and track impact through MIS.
• Govern global vendor relationships (contact centres and support suppliers), including contracting, commercials, performance management, and change communications.
• Act as a senior point of coordination across Operations, Digital/IT, HR, Finance, Procurement, and external partners.
• Anticipate operational and delivery risks, design mitigations, and ensure adherence to company policies and regulatory requirements (Security, HR, Ops, Legal).
• Streamline span of control to enable strategic focus; delegate day‑to‑day operational management.
• Lead, coach, and develop a team of Senior and Quality Officers; set objectives, monitor performance.

• 7 years in business solutions, business analysis, product/process improvement, or similar.
• Bachelor’s degree in a relevant field, Airline/aviation or service industry experience.
• Ability to structure problems, manage multiple initiatives, and deliver outcomes in cross‑functional settings.
• Proficiency in requirements documentation, process mapping, and basic data analysis.
• Exposure to customer journey mapping, service design, or UX/CX practices, Familiarity with Agile delivery, Lean Six Sigma, or product management 

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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