Manager Customer Service and Accessibility

Qatar Airways; Doha; On-site; QAR 200,000 - 400,000; Full time

Job summary

A leading airline in Doha is seeking a skilled Manager for Customer Service and Accessibility. The incumbent will drive customer service strategy, enhance accessibility for passengers with disabilities, and lead a team to ensure high customer satisfaction. The ideal candidate has a bachelor's degree and at least 8 years of relevant experience in a customer service environment. This role offers a chance to impact millions of travelers positively.

Qualifications

• Minimum 8 years of relevant experience.
• Ability to challenge current practices and drive change.
• Strong mentoring and coaching skills.

Responsibilities

• Support MATAR customer experience strategic objectives.
• Develop and implement policies for accessibility management.
• Manage training programs for customer service & accessibility.

Skills

Customer service experience

Influencing skills

Strategic thinking

People management

Education

Relevant College or University qualification to min bachelor’s level

Job description

Overview

Job title: Manager Customer Service and Accessibility

Location: Qatar - Doha

Job family: Cargo & Airport Operations

Closing date: 05-Oct-2025

About The Role

Hamad International Airport is seeking a highly skilled and organized individual to join our team as Manager Customer Service and Accessibility. If you thrive in a dynamic environment, possess excellent customer service experience, develop and implement customer service strategies, communication skills, and have a proven track record in fostering a culture of continuous improvement and inclusivity and, can help us to achieve this ambition by:

Responsibilities

• Support MATAR customer experience strategic objectives to provide a continuous path of improvement for airports in the area of accessibility for passengers with disabilities.
• Develop and implement policies, programs and processes that demonstrate a continuous evolving strategy to measure, evaluate, and improve HIA accessibility management and culture
• Delivers customer-oriented metrics and analytics by evaluating available data and methods to select measurements, reports and metrics that provide clear and valuable insights about customer needs and satisfaction.
• Driving innovation in service delivery, leveraging technology to improve responsiveness and inclusivity
• Manages and takes end to end ownership of customer service strategy for MATAR Terminal Operations and develops and implements customer service policies, standards, and procedures to maintain or increase customer satisfaction.
• Support terminal operations shift leaders to monitor and manage the day-to-day delivery of customer service policies, standards, and procedures to maintain or increase customer satisfaction.
• Manage, control and monitor the training programs (customer service & accessibility) for MATAR employees and stakeholders to ensure their skills and knowledge contribute to maintain and improve customer satisfaction.

Qualifications

• Relevant College or University qualification to min bachelor’s level or equivalent
• Minimum 8 years of relevant experience
• Proven senior influencing and relationship management skills that demonstrate ability to balance and manage diverse stakeholder interest.
• Strategic thinker and change agent. Ability to challenge current practices and to generate support for/and drive through change.
• Strong people management, creates an empowering environment, encouraging individual ownership and initiative
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=250000H0