Manager Projects - Guest Service Delivery

Etihad; Abu Dhabi; On-site; AED 150,000 - 200,000; Full time

Job summary

Etihad Airways is seeking an experienced Project Manager to enhance operational efficiencies in a dynamic aviation environment. This role entails leading cross-departmental projects, managing stakeholder relationships, and developing change management strategies to drive sustainable growth and performance improvement. Candidates should possess strong analytical skills, a track record of successful project management, and experience in the aviation industry.

Qualifications

• 5+ years' experience in project management, ideally in aviation.
• Proven ability to manage multidisciplinary projects and stakeholder relations.
• Project management certification preferred.

Responsibilities

• Manage projects focused on operational efficiency and KPIs.
• Support and implement improvement opportunities.
• Track project budgets and facilitate stakeholder decision-making.

Skills

Stakeholder influence

Data analysis

Change management

Excel

PowerPoint

Education

Bachelor's degree or higher

Tools

Project management methodologies (e.g., PRINCE2, Agile)

Job description

Job Description

As part of the Operations Division, collaborate with teams and utilize data insights to identify opportunities for improvement. Lead efficiency projects across the division with a focus on change management to ensure sustained improvements. Partner with operational teams to enhance key performance indicators such as on-time performance, fuel efficiency, and guest satisfaction programs. Benchmark external best practices to drive continuous improvement.

Accountabilities

• Manage projects implementing initiatives and lead cross-departmental operations efficiency projects related to KPIs.
• Identify and support the implementation of operational improvement opportunities.
• Perform ad-hoc and root cause analysis to derive actionable insights.
• Manage stakeholders effectively, partnering with departments to drive sustainable change.
• Develop and execute change management strategies as part of project delivery.
• Develop business cases to evaluate the feasibility of proposed projects.
• Track project budgets, timelines, and risks through governance processes.
• Communicate key messages to sponsors and stakeholders to facilitate decision-making.
• Build and nurture stakeholder relationships across the business to support project success.
• Leverage initiative and experience to challenge and mature projects.

Education & Experience

• Bachelor's degree or higher (vocational certificate, bachelor's, or master's).
• At least 5 years of relevant experience, including 3+ years managing multidisciplinary projects, preferably in aviation or guest-focused/NPS programs.
• Proven ability to influence stakeholders and craft persuasive presentations and communications.
• Excellent Excel and PowerPoint skills, ideally developed in a management consultancy environment.
• Project management certification (e.g., PMP, APM, PMI) or knowledge of methodologies (e.g., PRINCE2, Agile) is preferred.
• Experience working with external stakeholders such as airports, ground handlers, cargo handlers, or catering providers is an advantage.

About Etihad Airways

Etihad Airways, the national airline of the UAE established in 2003, is one of the world’s leading airlines. Based in Abu Dhabi, it operates to numerous destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. In partnership with codeshare airlines, it offers extensive global connectivity. Etihad has received multiple awards for service excellence and is pursuing its Journey 2030 strategy to expand its fleet and customer base.

To learn more, visit etihad.com