Senior Manager, Guest Experience Quality & Compliance

SmartRecruiters, Inc.; Abu Dhabi; Presencial; AED 268.000 - 469.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Quality assurance

Guest experience

Service design

Operational performance

Continuous improvement

Stakeholder management

Analytical skills

Communication skills

Educación

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

Descripción del empleo

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