Technical Product Manager - Guest Experience

Etihad food group; Abu Dhabi; On-site; AED 350,000 - 520,000; Full time

Job summary

Etihad Airways is seeking a senior technology program lead to manage and enhance Guest Experience products, bridging airline operations with IT execution. The role focuses on delivering initiatives through RTL deployments while partnering with architects, developers, and vendors.

The successful candidate will navigate governance, manage stakeholders, and drive successful software releases within regulatory requirements, cyber policies, and enterprise architectures.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• Minimum 5 years in the aviation industry or guest experience field.
• Experience working within IT governance, change management, and regulatory environments.
• Understanding of cloud technologies, APIs, and modern enterprise architectures.
• Proficiency with JIRA, Confluence, Power BI, Smartsheet, and related delivery tools.
• SAFe, PMP, PRINCE2, or similar certifications are preferred.
• Strong stakeholder management, communication, and problem-solving skills.

Responsibilities

• Own the planning, execution, monitoring, and delivery of technology projects across Guest Experience including technology related to Contact Centre and Complaints Management.
• Translate operational business requirements into technical solutions, working closely with enterprise architects, developers, and third-party vendors.
• Manage project scope, technical dependencies, operational risks, and delivery roadblocks to ensure projects are delivered on time and within budget while maintaining operational continuity.
• Ensure all technology changes comply with corporate governance, cybersecurity policies, and aviation regulatory requirements.
• Serve as the primary liaison between technical teams, including DevOps, Data Engineering, Network Security, and stakeholders across Guest Experience.
• Prepare and present change records, release plans, and deployment readiness assessments at Change Advisory Board (CAB) meetings.
• Provide regular project updates, budget reports, risk assessments, and executive-level status reporting to leadership and steering committees.
• Manage deployments through the Route to LIVE (RTL) process and associated environment management frameworks.
• Support change, incident, and release management activities using IT Service Management (ITSM) and ITIL best practices.

Skills

Stakeholder management

Communication

Problem solving

Release management

Education

Bachelor's degree in Computer Science/Software Engineering/Information Technology

Tools

JIRA

Confluence

Power BI

Smartsheet

Job description

Job Description

Synopsis

Manage and continuously enhance technology products within the Guest Experience domain, maintaining a prioritized product backlog and ensuring successful delivery of initiatives. Act as the bridge between complex airline operational requirements and technical IT execution, navigating governance frameworks, managing diverse stakeholders, and driving software releases through the Route to LIVE (RTL) deployment process.

Accountabilities

• Own the planning, execution, monitoring, and delivery of technology projects across Guest Experience including technology related to Contact Centre, Complaints Management, Guest Communication, and Guest Experience throughout the travel journey.
• Translate operational business requirements into technical solutions, working closely with enterprise architects, developers, and third-party vendors.
• Manage project scope, technical dependencies, operational risks, and delivery roadblocks to ensure projects are delivered on time and within budget while maintaining operational continuity.
• Ensure all technology changes comply with corporate governance, cybersecurity policies, and aviation regulatory requirements.
• Serve as the primary liaison between technical teams, including DevOps, Data Engineering, Network Security, and stakeholders across Guest Experience.
• Prepare and present change records, release plans, and deployment readiness assessments at Change Advisory Board (CAB) meetings.
• Provide regular project updates, budget reports, risk assessments, and executive-level status reporting to leadership and steering committees.
• Manage deployments through the Route to LIVE (RTL) process and associated environment management frameworks.
• Support change, incident, and release management activities using IT Service Management (ITSM) and ITIL best practices.

Qualifications

Education & Experience

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• Minimum 5 years in the aviation industry or guest experience field.
• Experience working within IT governance, change management, and regulatory environments.
• Understanding of cloud technologies, APIs, and modern enterprise architectures.
• Proficiency with JIRA, Confluence, Power BI, Smartsheet, and related delivery tools.
• SAFe, PMP, PRINCE2, or similar certifications are preferred.
• Strong stakeholder management, communication, and problem-solving skills.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our "Journey 2030" ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Division: Digital Technology & Innovation Division

Requirements