Service Excellence Standards Lead – Aviation CX

Philippine Airlines, Inc.; Pasay; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Travel perks for you and your family

Collaborative work culture

Job summary

Philippine Airlines is seeking a Service Excellence Standards Manager to lead the team ensuring consistent, high-quality service across touchpoints. You will work with touchpoint leaders to identify opportunities and drive improvements across the customer journey.

The role requires strong leadership in service design, analytics, and stakeholder management, with a track record of influencing senior leaders and delivering executive-level insights.

Qualifications

• Possess a Bachelor's degree in any course.
• Strong background in customer experience, service quality, operations, or compliance—ideally within aviation, hospitality, or related industries
• Proven leadership experience managing teams and cross-functional initiatives
• Expertise in service design, process improvement, or auditing
• Ability to influence senior leaders and drive organization-wide change
• Strong analytical skills and experience producing executive-level reports
• Excellent communication and stakeholder management capabilities

Responsibilities

• Lead a team overseeing service standard assessment program and enhancement initiatives.
• Design and implement service assessment methodologies spanning across customer touchpoints.
• Drive compliance with internal product and service standards based on assessment findings.
• Collaborate with department heads and touchpoint leaders to discuss assessment results, resolve gaps, and champion continuous improvement.
• Provide strategic CX insights to senior executives, influencing company-wide service policies and initiatives.
• Coordinate with Customer Experience Learning team on training opportunities to ensure frontline staff deliver the service promise.
• Generate business-critical analytics and reports on service performance, employee and executive feedback, and compliance outcomes.
• Lead cross-functional CX projects aimed at enhancing the overall passenger experience.
• Engage external stakeholders, including regulators, representing PAL in discussions on service standards and compliance.

Skills

Leadership experience

Service design

Process improvement

Auditing

Influence executives

Analytical skills

Executive-level reporting

Communication

Stakeholder management

Education

Bachelor's degree

Job description

Philippine Airlines is seeking a Service Excellence Standards Manager to lead the team ensuring consistent, high-quality service across touchpoints. You will work with touchpoint leaders to identify opportunities and drive improvements across the customer journey.

The role requires strong leadership in service design, analytics, and stakeholder management, with a track record of influencing senior leaders and delivering executive-level insights.