Customer Care Strategy & Operations Leader

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 180,000 - 260,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a Business Solutions Manager - Guest Experience to lead Customer Care support functions, governance, and continuous improvement. You will manage strategic relationships with global partners and drive cost optimization while ensuring alignment with business objectives and customer experience goals.

You will oversee MIS, quality, training, and knowledge management, enabling data-driven decisions and performance transparency across departments.

Qualifications

• Bachelor's degree is required or equivalent.
• 5-8 years of experience in business solutions, business analysis, product management, process improvement, or related fields.
• Experience in airline, aviation, contact centre, or service-oriented industry is highly desirable.

Responsibilities

• Provide strategic direction and governance across Customer Care support functions.
• Own planning, forecasting, and management of departmental budgets.

Skills

Strategic leadership

Governance

Vendor management

Data analytics

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, Management, Aviation, Engineering, or related discipline

Job description

Etihad Airways in Abu Dhabi seeks a Business Solutions Manager - Guest Experience to lead Customer Care support functions, governance, and continuous improvement. You will manage strategic relationships with global partners and drive cost optimization while ensuring alignment with business objectives and customer experience goals.

You will oversee MIS, quality, training, and knowledge management, enabling data-driven decisions and performance transparency across departments.