Senior Manager, Product & Service Quality

Etihad food group; Abu Dhabi; On-site; AED 279,000 - 446,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a senior quality assurance leader to drive continuous improvement across products, services and hospitality experiences, covering the end-to-end guest journey.

You will assess compliance with specifications, service design standards and brand requirements, identify gaps, and implement corrective actions while establishing governance and reporting frameworks to deliver consistent, exceptional guest outcomes.

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 the quality assurance and continuous improvement of Etihad's products, services and hospitality experience.
• Assess compliance with approved product specifications, service design standards, operational procedures and brand requirements, and drive corrective actions.
• Establish and manage a structured programme of quality and compliance reviews across multiple guest experience teams.
• Document findings, assess root causes and agree corrective action plans with accountable business owners.
• Provide concise reporting on compliance levels, key findings and improvement outcomes.

Skills

Quality assurance

Guest experience

Stakeholder management

Analytical skills

Communication skills

Education

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

Job description

Etihad Airways in Abu Dhabi seeks a senior quality assurance leader to drive continuous improvement across products, services and hospitality experiences, covering the end-to-end guest journey.

You will assess compliance with specifications, service design standards and brand requirements, identify gaps, and implement corrective actions while establishing governance and reporting frameworks to deliver consistent, exceptional guest outcomes.