Regional Cargo Service Transformation Lead

Qatar Airways Group; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Qatar Airways Group in Hong Kong is recruiting a Regional Cargo Customer Service Manager to oversee end-to-end service, drive operational excellence, and protect revenue across the region. You will lead regional customer service operations, ensure consistent service delivery, and transform how we handle proactive demand and flow management.

The role requires proven leadership in air cargo, strong analytical skills, and the ability to collaborate across Sales, Operations, Pricing, Inventory,

Qualifications

• Bachelor's degree or equivalent with minimum 4 years relevant experience, or 5+ years with diploma.
• Proven customer service leadership experience within air cargo, airline, logistics, or service industry.
• Strong understanding of cargo customer service operations (reservations, quotations, customer care, claims, and booking‑to‑cash).
• Experience managing distributed teams and service delivery across multiple stations.
• Experience leading customer service transformation, centralization, operating model changes, or automation/digital enablement.
• Strong analytical and problem‑solving skills with MIS, dashboards, and performance reporting.
• Excellent communication, stakeholder management, and people leadership across multicultural environments.

Responsibilities

• Lead regional implementation of the Cargo Customer Service Transformation strategy, driving change management, standardization, centralization, and continuous improvement initiatives.
• Manage service performance, customer experience, and service delivery across multiple stations within the region.
• Drive customer demand management and reduce avoidable customer contacts through effective query management, process optimization, and root cause resolution.
• Ensure compliance with Customer Service SOPs, policies, quality standards, and governance frameworks.
• Partner with Cargo Sales, Operations, Pricing, Inventory Management, Billing, and Digital teams to deliver seamless end-to-end customer excellence.
• Act as the regional escalation point for customer service issues, including key and strategic customers, while monitoring service, productivity, and quality performance.
• Lead, develop, and coach regional customer service teams, setting clear objectives and ensuring high standards of service delivery.

Skills

Customer service leadership

Stakeholder management

Analytical skills

Problem solving

Cross-functional collaboration

People leadership

Education

Bachelor's degree or equivalent

High School / Vocational / Diploma + 5+ years experience

Job description

Qatar Airways Group in Hong Kong is recruiting a Regional Cargo Customer Service Manager to oversee end-to-end service, drive operational excellence, and protect revenue across the region. You will lead regional customer service operations, ensure consistent service delivery, and transform how we handle proactive demand and flow management.

The role requires proven leadership in air cargo, strong analytical skills, and the ability to collaborate across Sales, Operations, Pricing, Inventory,