Cabin Crew Operations Manager

Cathay Pacific Airways Limited; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Cathay Pacific Airways Limited is seeking a senior leader to oversee cabin crew operations, ensuring smooth day-to-day support, briefing, and deployment during disruptions. You will coordinate across departments and lead process improvements to drive safety, service quality and on-time performance.

The role requires strong operational judgment, stakeholder management and English proficiency, with responsibility for crisis response and policy development in a global network.

Qualifications

• Bachelor’s level education or equivalent experience.
• Strong knowledge of cabin crew operations and day-of-operation support.
• Understanding of airline procedures, disruption handling, safety and service requirements.
• Excellent stakeholder management and interpersonal skills across levels.
• Strong problem-solving, prioritisation and quick decision-making under pressure.
• Analytical and reporting skills using operational data to drive improvements.
• Proficiency in Microsoft Office applications, especially Excel, PowerPoint and Word.
• Excellent command of written and spoken English.

Responsibilities

• Lead and mentor the crew for day-to-day operations and continuity.
• Oversee cabin crew operations, briefing processes, and related facilities and documentation.
• Coordinate with Hong Kong departments and passenger ports to uphold safety, security and service standards.
• Manage the Duty Manager line and Typhoon Control Centre for rapid crew decisions during disruptions.
• Analyse crew operations reports and communicate insights to drive improvements.
• Use the Cabin Reporting System to track passenger complaints, service failures and recoveries for ongoing improvements.
• Ensure full compliance with company policies and regulatory requirements.
• Develop compensation and benefit policies for cabin crew during duty to ensure timely payments.
• Define team responsibilities and cross-team collaboration during disruptions and crises; support crisis management plans.
• Deputise for Head of Inflight Customer Service and Operations as required.

Skills

Cabin crew operations

Day-of-operation support

Crew management

Stakeholder management

Decision making

Analytical skills

Communications

English proficiency

Education

Tertiary education or equivalent

Tools

MS Office (Excel, PowerPoint, Word)

Job description

Reports to: Head of Employee Relations, Communications & Operations

Lead day-of-operation support for cabin crew, helping colleagues begin their duties well briefed and prepared while supporting smooth operations and on-time performance.

Oversee the Cabin Crew Briefing Office, coordinate timely support during disruptions and shape the processes and policies that help crew operate efficiently. Working across departments and the passenger port network, you will combine operational decisions with analysis through the Cabin Reporting System to identify improvements.

Bring thoughtful care to critical moments, supporting your crew colleagues so they can help move people forward in life.

Key Responsibilities

• Item 1 of 10, Lead and mentor your team, fostering collaboration and a results-focused culture while deploying resources efficiently to maintain business continuity and support crew and customers Lead and mentor your team, fostering collaboration and a results-focused culture while deploying resources efficiently to maintain business continuity and support crew and customers
• Item 2 of 10, Oversee daily cabin crew operations, crew lounge briefing processes and facilities, and the Cabin Crew Briefing Office, maintaining service standards, pre- and post-flight documentation, operational statistics and timely flight and crew deployment information Oversee daily cabin crew operations, crew lounge briefing processes and facilities, and the Cabin Crew Briefing Office, maintaining service standards, pre- and post-flight documentation, operational statistics and timely flight and crew deployment information
• Item 3 of 10, Coordinate with departments in Hong Kong and across the passenger port network to uphold safety, security and service standards, align operational procedures where applicable, and develop systems and policies covering operational safety, security and commercial matters Coordinate with departments in Hong Kong and across the passenger port network to uphold safety, security and service standards, align operational procedures where applicable, and develop systems and policies covering operational safety, security and commercial matters
• Item 4 of 10, Manage the Duty Manager phone and Typhoon Control Centre, providing immediate crew support and operational decisions during sickness away from base, police reporting, crew injuries, disruptions and other critical situations Manage the Duty Manager phone and Typhoon Control Centre, providing immediate crew support and operational decisions during sickness away from base, police reporting, crew injuries, disruptions and other critical situations
• Item 5 of 10, Analyse crew operations reports, including taxi claims, disruptions and daily operations, and communicate cabin reports to support discussion and improvement Analyse crew operations reports, including taxi claims, disruptions and daily operations, and communicate cabin reports to support discussion and improvement
• Item 6 of 10, Use the Cabin Reporting System database to retain and analyse information on passenger complaints, service and product failures, and service recovery compensation for continuous improvement Use the Cabin Reporting System database to retain and analyse information on passenger complaints, service and product failures, and service recovery compensation for continuous improvement
• Item 7 of 10, Ensure full compliance with company policies and legal or regulatory requirements when managing crew or incidents Ensure full compliance with company policies and legal or regulatory requirements when managing crew or incidents
• Item 8 of 10, Develop compensation and benefit policies and procedures for cabin crew during duty to support fair compensation and prompt payment Develop compensation and benefit policies and procedures for cabin crew during duty to support fair compensation and prompt payment
• Item 9 of 10, Define team responsibilities and cross-team collaboration during disruptions and crises, coordinate the Inflight Service Delivery crisis management plan, and deploy adequate support and manpower during incidents Define team responsibilities and cross-team collaboration during disruptions and crises, coordinate the Inflight Service Delivery crisis management plan, and deploy adequate support and manpower during incidents
• Item 10 of 10, Deputise for the Head of Inflight Customer Service and Operations to oversee overall cabin crew operations in their absence, and undertake other reasonable tasks as required Deputise for the Head of Inflight Customer Service and Operations to oversee overall cabin crew operations in their absence, and undertake other reasonable tasks as required

Requirements

• Item 1 of 8, Tertiary education or equivalent relevant experience Tertiary education or equivalent relevant experience
• Item 2 of 8, Strong knowledge of cabin crew operations, day-of-operation support and crew management Strong knowledge of cabin crew operations, day-of-operation support and crew management
• Item 3 of 8, Good understanding of airline operational procedures, disruption handling and safety and service requirements Good understanding of airline operational procedures, disruption handling and safety and service requirements
• Item 4 of 8, Strong stakeholder management, communication and interpersonal skills, with the ability to work effectively across different levels and functions Strong stakeholder management, communication and interpersonal skills, with the ability to work effectively across different levels and functions
• Item 5 of 8, Strong problem-solving, prioritisation and decision-making skills in an operational environment requiring timely responses Strong problem-solving, prioritisation and decision-making skills in an operational environment requiring timely responses
• Item 6 of 8, Good analytical and reporting skills, with the ability to use operational data to identify trends and improvement opportunities Good analytical and reporting skills, with the ability to use operational data to identify trends and improvement opportunities
• Item 7 of 8, Proficiency in Microsoft Office applications, including Excel, PowerPoint and Word Proficiency in Microsoft Office applications, including Excel, PowerPoint and Word
• Item 8 of 8, Excellent command of written and spoken English Excellent command of written and spoken English

Personal & Application Information

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

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