Manager Product & Service Quality

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 268,000 - 469,000; Full time

Job summary

Etihad Airways invites an experienced professional to lead quality assurance and continuous improvement across products, services and hospitality experiences. You will assess compliance with specifications, standards and brand requirements while driving corrective actions to enhance overall guest journeys.

In this role, you will oversee structured quality reviews, identify gaps, and translate insights into measurable improvements, partnering with Cabin Crew, Service Design and Operations teams

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

• Quality Assurance across Product, Service Design, Cabin Crew, Catering and Lounges to ensure compliance with approved standards.
• Document findings, assess root causes and agree corrective actions with owners.
• Lead cross-functional quality reviews with governance and evidence.
• Monitor progress and verify actions address gaps and improve guest experience.
• Provide leadership reporting on compliance and improvement outcomes.

Skills

Quality assurance

Guest experience

Service design

Operational performance

Continuous improvement

Stakeholder management

Analytical skills

Communication skills

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.

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.