Manager Product & Service Quality

Etihad food group; Abu Dhabi; On-site; AED 240,000 - 420,000; Full time

Job summary

Etihad Airways seeks a senior leader to oversee quality assurance and continuous improvement across its premium product, service design and guest experience. You will ensure compliance with approved specifications, brand requirements and operational standards, and drive corrective actions across the end-to-end guest journey.

You will cultivate cross-functional quality reviews, identify gaps between intended and delivered experiences, and translate findings into measurable improvements for cabin,

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

Responsibilities

• Lead Product Process Quality Assurance – assess development processes, governance, specifications and implementation standards; identify gaps, risks and deviations; track corrective actions to closure
• Lead Product Quality & Implementation – review products across cabins and guest touchpoints to verify implementation of approved specifications and quality requirements
• Lead Service Design Assurance – assess service design outputs against experience principles, standards and brand requirements; ensure concepts are executable and measurable
• Lead Service Delivery Quality – evaluate Cabin Crew and operations delivery against standards via observations, feedback and performance indicators
• Lead Cross-functional Quality Reviews – manage structured quality/compliance reviews across Product, Service Design, Cabin Crew, Catering, Lounges and other teams
• Lead Findings, Corrective Actions & Closure – document findings, root-cause analysis, action plans and verify closure
• Support Quality Standards & Governance – maintain standards, criteria, scorecards and reporting frameworks
• Drive Continuous Improvement – translate insights into prioritised recommendations and sustainable enhancements
• Provide Leadership Reporting – report on compliance, findings, risks, action status and improvements

Skills

Quality assurance

Stakeholder management

Analytical thinking

Communication skills

Process governance

Education

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

Job description

Lead the quality assurance and continuous improvement of Etihad’s products, services and hospitality experience. The role assesses compliance with approved product specifications, service design standards, operational procedures and brand requirements, identifies gaps between intended and delivered experiences, and drives corrective actions to improve quality, consistency and operational effectiveness across the end-to-end guest journey.

• 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.
  

Job Description

Lead the quality assurance and continuous improvement of Etihad’s products, services and hospitality experience. The role assesses compliance with approved product specifications, service design standards, operational procedures and brand requirements, identifies gaps between intended and delivered experiences, and drives corrective actions to improve quality, consistency and operational effectiveness across the end-to-end guest journey.

• 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.

Job posting close date: 25th October 2026

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