Technical Product Manager - Guest Experience

Etihad Airways; Abu Dhabi; On-site; AED 400,000 - 550,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a Technical Product Manager for the Guest Experience domain to own and evolve technology products. You will manage a prioritized backlog and steer delivery from concept to RTL deployment, coordinating with DevOps, architects, and vendors.

Key duties include translating operational needs into scalable solutions, managing scope, budgets, and risks, and providing executive updates while ensuring alignment with governance and regulatory requirements.

Qualifications

• Bachelor’s degree in CS/SE/IT or equivalent.
• Minimum 5 years in aviation or guest experience.
• Experience with IT governance, change management, and regulatory environments.
• Knowledge of cloud technologies and modern enterprise architectures.

Responsibilities

• 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.

Skills

Stakeholder management

Communication

Problem-solving

Cloud technologies

APIs

Enterprise architectures

Education

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

SAFe / PMP / PRINCE2 or equivalent certification

Tools

JIRA

Confluence

Power BI

Smartsheet

Job description

Technical Product Manager - Guest Experience

• Full-time
• Division: Digital Technology & Innovation Division

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.

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.

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.