Strategic Leader, Customer Care & Operations

Etihad food group; Abu Dhabi; On-site; AED 360,000 - 600,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a Manager, Customer Care Support Functions to lead strategic oversight of Contact Centre, Workforce Management, MIS, Quality & Training, Knowledge Management, and NPS performance. The role emphasizes governance, efficiency, and cost optimization while empowering team leads and vendor partners.

You will drive operating model design, ensure policy alignment with business objectives, and foster a culture of accountability and continuous improvement across internal

Qualifications

• Bachelor’s degree in Business Administration, Management, Aviation, Engineering, or related discipline.
• 5–8 years in business solutions, analysis, product management, or customer operations.
• Experience in airline, aviation, contact centre, or service industry desirable.
• Strong ability to structure complex business problems and deliver outcomes in cross-functional environments.
• Proficiency in data analysis, reporting, and turning insights into recommendations.

Responsibilities

• Provide strategic leadership, governance, and oversight across Customer Care functions.
• Define and continuously enhance the operating model, policies, and processes supporting the function.
• Lead budgeting, forecasting, and cost-control across the department.
• Oversee workforce planning, MIS, and analytics reporting.
• Develop QA, training, and knowledge management programs.
• Drive Customer Care NPS improvement and related initiatives.
• Manage vendor relationships and cross-functional stakeholder alignment.
• Lead and develop senior professionals to sustain high performance.

Skills

Stakeholder management

Analytical thinking

Agile delivery

Lean Six Sigma

Data analysis

Customer experience (CX/UX)

Problem solving

Education

Bachelor’s degree in Business Administration or related field

Job description

Etihad Airways in Abu Dhabi seeks a Manager, Customer Care Support Functions to lead strategic oversight of Contact Centre, Workforce Management, MIS, Quality & Training, Knowledge Management, and NPS performance. The role emphasizes governance, efficiency, and cost optimization while empowering team leads and vendor partners.

You will drive operating model design, ensure policy alignment with business objectives, and foster a culture of accountability and continuous improvement across internal