Head of Customer Happiness & Consumer Protection Section

Dubai Civil Aviation Authority; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

Dubai Civil Aviation Authority seeks an experienced leader to manage the Customer Happiness & Consumer Protection Section, ensuring enforcement of consumer rights within Dubai’s civil aviation sector and delivering excellent service across all channels.

The role oversees complaint handling, awareness campaigns, and service quality monitoring, with a focus on continuous improvement and regulatory compliance for airlines and service providers.

Qualifications

• Bachelor’s degree in Business Administration, Aviation Management, Public Administration, Law, Economics, Customer Experience Management, or a related field.
• MBA preferred.
• 14+ years of progressive experience in customer experience management, consumer protection, aviation services, regulatory compliance, or related fields with a Bachelor’s degree; or 12+ years with a Master’s degree.
• At least 4 years in a managerial or supervisory role, leading teams and overseeing service delivery or regulatory functions.

Responsibilities

• Implement approved consumer protection policies, procedures, and regulatory frameworks governing customers' rights across Dubai's civil aviation sector.
• Oversee end-to-end intake, processing, and resolution of complaints, inquiries, and suggestions through all channels.
• Review and manage complex or high-impact consumer cases requiring regulatory interpretation or multi-stakeholder coordination.
• Monitor airlines and aviation service providers for compliance with consumer protection regulations.
• Provide accurate, timely information to customers and guide them to the correct service units.
• Define and track customer happiness KPIs, complaint metrics, and service quality indicators.
• Coordinate with airlines, airport operators, and service providers on consumer matters.
• Prepare operational plans, update manuals, and ensure governance compliance and continuous improvement.
• Lead the section’s team, develop capabilities, and promote accountability and customer-centric culture.
• Perform other duties as assigned by the Department Director.

Skills

Customer experience

Complaint management

Regulatory compliance

Stakeholder management

Leadership

Education

Bachelor’s degree in related field

MBA preferred

Job description

Role Purpose:

To manage the day-to-day operations of the Customer Happiness & Consumer Protection Section by overseeing two complementary mandates: ensuring the effective implementation of consumer protection regulations within Dubai's civil aviation sector — including the end-to-end handling of customers complaints, inquiries, and awareness of Customers rights — and delivering customer happiness services to all DCAA customers, whether individuals, companies, or government and private sector entities, across all available service channels. The role ensures that airlines and aviation service providers comply with applicable consumer protection requirements, monitors service quality and customer satisfaction levels, and drives continuous improvement in service delivery in alignment with DCAA's regulatory mandate and strategic objectives.

Key Responsibilities/Duties:

A. Functional:

• 1. Consumer Protection Implementation & Service Delivery Implement the approved consumer protection policies, procedures, and regulatory frameworks governing customers rights within Dubai's civil aviation sector, ensuring full alignment with DCAA's mandate and applicable legislation. Ensure that all services delivered by the section whether through in-person, phone, digital, or other DCAA-approved channels comply with established service policies and customer experience standards. Lead consumer awareness initiatives to educate customers and the public on their rights and obligations within the civil aviation sector, leveraging available communication channels and platforms.
• 2. Complaint & Inquiry Management Oversee the end-to-end intake, processing, and resolution of customers complaints, suggestions, and inquiries received through all available service channels, including in-person visits, call centre, and digital platforms. Ensure cases are handled within the prescribed timeframes, properly investigated, and resolved in accordance with applicable regulatory standards. Where immediate resolution is not possible, ensure timely escalation to the responsible organisational unit and follow up until closure.
• 3. Escalated & Complex Case Handling Review and manage complex or high-impact consumer cases that require deeper regulatory interpretation, multi-stakeholder coordination, or senior-level involvement. Ensure these cases are handled with appropriate diligence, documented accurately, and resolved within the governance framework and escape to the Department Director when cases carry significant regulatory or institutional implications.
• 4. Airline & Service Provider Compliance Monitoring Monitor the compliance of airlines and relevant aviation service providers with applicable consumer protection regulations and customers rights obligations. Track compliance indicators, document observed gaps or recurring issues and prepare escalation reports for the Department Director to support timely corrective action through the appropriate regulatory channel.
• 5. Customer Guidance & Service Channel Management Ensure that customers — individuals, companies, and institutions from both the public and private sectors — receive accurate, timely information and are guided to the correct organizational unit for the service they require. Maintain the section's multi-channel service capability to ensure continuous, reliable access to consumer protection and customer happiness services.
• 6. Performance Monitoring & Reporting Define and track customer happiness KPIs, complaint resolution metrics, and service quality indicators for the section. Prepare periodic performance reports, including service charter compliance data, to support informed decision-making, identify improvement opportunities, and recommend corrective or developmental actions. Coordinate with the Strategy & Institutional Excellence Directorate on systemic service issues as required.
• 7. Stakeholder Coordination for Consumer Matters Coordinate with airlines, airport operators, ground service providers, and relevant strategic partners on consumer protection matters and customer service and quality issues at the operational level, in support of resolving complaints and improving customers experience across the aviation ecosystem.
• 8. Section Administration & Operational Planning Prepare and implement the section's operational plan in accordance with DCAA's strategic planning guide, maintain the section's work manuals and procedures, and ensure the section's database inputs are kept accurate and up to date. Identify systemic service gaps and recommend improvement initiatives to the Department Director to enhance section performance and regulatory responsiveness.
• 9. Team Leadership & Capability Development Lead the section's team by setting clear performance expectations, building technical competency in consumer protection and complaint management, and fostering a culture of accountability, customer-centricity, and continuous improvement aligned with departmental objectives.
• 10. Other Duties Performs other tasks assigned by the Department Director that are consistent with the section's mandate and operational responsibilities.

C. Section Strategy and Planning:

Lead development and execution of the Section’s operational plan, ensuring alignment with sector priorities, governance frameworks, and performance expectations.

D. People Leadership and Capability Development:

Lead, coach, and develop office staff, setting clear performance expectations, promoting accountability, and supporting capability development in coordination with HR and sector leadership.

E. Performance and Quality Discipline:

Ensure structured performance monitoring, reporting accuracy, and adherence to quality assurance and governance standards across all office activities.

F. Resource and Budget Coordination:

Coordinate preparation and follow-up of office-related resource and budget requirements in alignment with sector priorities and institutional financial governance processes.

G. Stakeholder and Cross-Unit Coordination:

Maintain structured working relationships with sector directors, department heads, and internal governance functions to ensure integration, alignment, and reliable execution of sector governance requirements.

H. Governance Culture and Continuous Improvement:

Promote a culture of governance discipline, documentation integrity, process consistency, and continuous improvement across office operations and sector coordination activities.

Academic Qualifications:

• Bachelor’s Degree in Business Administration, Aviation Management, Public Administration, Law, Economics, Customer Experience Management, or a related field from a recognized university.
• Master’s Degree in Business Administration (MBA), Aviation Management, Public Policy, Law, or a related discipline is preferred.

Professional Experience:

• Minimum of 14+ years of progressive experience in customer experience management, consumer protection, aviation services, regulatory compliance, or related fields with a Bachelor’s degree; or 12+ years with a Master’s degree.
• Demonstrated experience in complaint management, consumer protection, or customer service governance frameworks
• Exposure to regulatory compliance, policy implementation, or service quality oversight within aviation, transportation, or a regulated environment
• Experience working with multi-stakeholder environments, including airlines, service providers, or government entities
• At least 4 years in a managerial or supervisory role, leading teams and overseeing service delivery or regulatory functions