Chief Customer Happiness & Consumer Protection

Tanqeeb

Abu Dhabi

On-site

AED 300,000 - 540,000

Full time

6 days ago

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Job summary

Dubai Civil Aviation Authority is seeking a senior leader to manage the Customer Happiness & Consumer Protection Section. The role oversees two mandates: protecting consumers in Dubai's civil aviation sector and delivering happiness services to a wide range of customers across service channels.

Responsibilities include policy implementation, complaint handling, complex case escalation, and performance reporting.

Qualifications

Bachelor’s degree in business administration, aviation management, public administration, law, economics or related field.
Master’s degree in relevant discipline is preferred.
Minimum 14+ years in customer experience management, consumer protection, aviation services, or related fields.

Responsibilities

Implement consumer protection policies and regulatory frameworks for Dubai's civil aviation sector.
Oversee end-to-end intake, processing, and resolution of complaints and inquiries across channels.
Review and manage complex or high-impact consumer cases requiring regulatory interpretation.
Monitor airline and service provider compliance with consumer protection rules.
Guide customers and ensure accurate information across multi-channel service delivery.
Define and track KPIs, prepare performance reports, and identify improvement opportunities.
Coordinate with airlines, airport operators, and service providers on consumer matters.
Prepare and implement the section's operational plan and maintain procedures.
Lead team performance, development, and accountability in line with directorate goals.
Perform other duties as assigned by the Department Director.