Manager Service Design Implementation

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline company seeks a Manager Service Design & Implementation to oversee inflight service projects. The role requires managing service procedures, analyzing performance data, and collaborating with various stakeholders to enhance customer experience and operational standards. Qualifications include a Bachelor’s degree and relevant industry experience with a flying license. This position offers an opportunity to drive substantial improvements in service quality and efficiency.

Qualifications

• 5+ years experience in a relevant field, preferably in an inflight service & hospitality environment.
• Essential: Flying license and 8 years as a Cabin Senior or Manager.

Responsibilities

• Manage end-to-end service development projects.
• Develop and refine inflight services and delivery procedures.
• Analyze trend data and monitor product performance.
• Lead service and product development working groups.
• Partner with stakeholders to ensure standards are met.

Skills

Service design

Operational feasibility

Project management

Data analysis

Cabin crew training

Education

Bachelor’s degree in Business, Hospitality, Hotel Management, or Information Technology

Job description

Synopsis

The Manager Service Design & Implementation manages end-to-end service development projects. They are accountable for establishing, developing, and maintaining service procedures that are operationally feasible, efficient and in accordance with safety, regulatory and brand standards.

Accountabilities

• Develop, design, and refine inflight services and service delivery procedures, with the design based on the product, culinary and customer experience concepts.
• Drive consistency, efficiency, and operational feasibility in service design, current processes, new service designs, or offerings, ensuring they are compliant with safety, brand, and crew complement standards.
• Accountable for analyzing trend data and routine audit to refine standards, monitor product performance, and drive remedial actions, supported by a robust and reliable database management framework.
• Create and approve updates to Service & Hospitality manuals, and crew reference materials and matrixes.
• Design streamlined, and cost-efficient onboard logistics e.g., GLP/ELP, equipment definition and service profiles.
• Manage and facilitate end-to-end co-creation workshops: inflight service, product trials, and other service development projects, working with Cabin Safety, Cabin Crew Performance & Operations, Cabin Crew Training and Catering Operations, to ensure successful onboard implementation.
• Lead service and product development working groups for the introduction of new aircraft entry-into-service, new routes, changes, and implementation of programmes.
• Coach and develop brand ambassadors, to showcase and support cabin crew to deliver the desired customer experience propositions.
• Evaluate and report on data trends for improvement to onboard products, service procedures, customer, and employee user experience, to ensure remedial actions are taken.
• Provide recommendations for actions and improvements to key stakeholders to drive consistency and improve NPS.
• Partner with key stakeholders: Service Delivery (Crew Performance), Service Training, Operations, Cabin Safety, Catering Ops, to ensure that service & hospitality standards and expectations are understood to support training, coaching and performance management.
• Foster and promote a positive cabin crew relations environment through direct comms/Engagement Workshops/CBC Support Desk/online platforms/forums/Crew Training presence.

Education & Experience

• Bachelor’s degree with 5 years, preferred in Business, Hospitality, Hotel Management, Information Technology
• Flying license (essential) 8 years working as a Cabin Senior or Manager
• Working in an Inflight Service & Hospitality environment (desired)

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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