Manager Product And Service Quality

TALENTMATE; Abu Dhabi; On-site; AED 90,000 - 130,000; Full time

Job summary

Etihad Airways is seeking a quality assurance professional to oversee product and service quality, governance and continuous improvement across cabin operations and guest experiences. You will lead structured reviews, verify implementations and drive corrective actions to close gaps, ensuring standards align with brand expectations and guest outcomes.

The role requires a Bachelor’s degree and 5+ years in quality assurance or related fields, preferably in aviation, with strong analytical and

Qualifications

• Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field.
• Minimum 5 years of experience in product or service quality, QA, guest experience, service design, operational performance or continuous improvement, preferably within aviation or premium service environment.
• Strong knowledge of QA, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting.
• Strong stakeholder management, analytical and communication skills, with the ability to assess evidence objectively, challenge constructively and translate findings into practical and measurable improvements.

Responsibilities

• Product Process Quality Assurance – assess compliance with development processes, governance and specifications.
• Product Quality & Implementation – verify specifications and quality requirements across cabins and guest touchpoints.
• Service Design Assurance – assess outputs against service principles and brand requirements.
• Service Delivery Quality – evaluate delivery against service design and hospitality standards.
• Cross-functional Quality Reviews – plan quality reviews across product and guest experience teams.
• Findings, Corrective Actions & Closure – document findings and track corrective actions.
• Quality Standards & Governance – support development of standards, scorecards and reporting.
• Continuous Improvement – translate insights into prioritized recommendations and enhancements.
• Leadership Reporting – provide concise reporting and escalate material gaps.

Skills

Quality assurance

Compliance reviews

Root-cause analysis

Corrective action

Process governance

Performance reporting

Stakeholder management

Analytical skills

Communication skills

Education

Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field

Job description

Job Description

• Product Process Quality Assurance – Assess Product Development teams’ compliance with approved development processes, governance requirements, specifications and implementation standards. Identify control gaps, risks and deviations, and track agreed corrective actions to closure.
• Product Quality & Implementation – Review products across cabins and guest touchpoints to verify that approved specifications, quality requirements and intended guest outcomes are correctly implemented and maintained.
• Service Design Assurance – Assess Service Design outputs against approved experience principles, service standards, operating procedures and brand requirements. Confirm that service concepts are clear, complete, operationally executable and supported by defined quality measures.
• Service Delivery Quality – Evaluate Cabin Crew and relevant operational teams’ delivery against approved service design and hospitality standards through structured observations, service assessments, guest feedback and performance indicators. Identify gaps between intended and actual delivery.
• Cross-functional Quality Reviews – Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges and other relevant guest experience teams, using consistent criteria and documented evidence.
• Findings, Corrective Actions & Closure – Document findings, assess root causes and agree corrective action plans with accountable business owners. Monitor progress, verify implementation and confirm that actions have addressed the identified gap.
• Quality Standards & Governance – Support the development and maintenance of product, service and hospitality standards, review criteria, quality scorecards and reporting frameworks. Ensure requirements remain relevant, measurable and aligned across functions.
• Continuous Improvement – Use review findings, guest feedback, complaints, operational insight and performance trends to identify recurring issues and improvement opportunities. Translate insights into prioritised recommendations and sustainable product and service enhancements.
• Leadership Reporting – Provide concise reporting on compliance levels, key findings, recurring issues, risks, corrective action status and improvement outcomes. Escalate material gaps requiring leadership intervention or cross-functional decisions.

Qualifications

• Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field:
• Minimum 5 years of experience in product or service quality, quality assurance, guest experience, service design, operational performance or continuous improvement, preferably within aviation or a premium service environment.
• Strong knowledge of quality assurance, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting.
• Strong stakeholder management, analytical and communication skills, with the ability to assess evidence objectively, challenge constructively and translate findings into practical and measurable improvements.

Additional Information

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

Job Details

Role Level: Mid-Level

Work Type: Full-Time

Country: United Arab Emirates

City: Abu Dhabi

Company Website: http://www.etihad.com

Job Function: Quality Assurance & Control

Company Industry/

Sector: Airlines and Aviation

Division: Revenue & Commercial Division