Airport Customer Experience & Operations Leader

dnata Singapore Pte Ltd; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

dnata Singapore Pte Ltd is seeking a Customer Service Manager to lead end-to-end airport customer service operations across terminals, ensuring service excellence and operational efficiency. The role acts as the primary liaison between airline partners, stakeholders and operations, driving performance through KPI management, real-time issue resolution and strong leadership of frontline and support teams.

You will champion safety, security and quality standards while guiding continuous

Qualifications

• Bachelor's degree in Aviation Management, Business Administration, or a related discipline (preferred).
• 5–8 years of experience in airport operations, ground handling, or airline customer service management.
• Proven track record in leading customer service teams within a fast-paced operational environment.
• Strong understanding of airport operations and ground handling processes.
• Excellent communication and stakeholder management capabilities.

Responsibilities

• Develop and implement operational plans to ensure seamless customer service delivery across all touchpoints.
• Anticipate disruptions and implement contingency measures to minimize impact.
• Manage deployment of Duty Managers and frontline staff across terminals per SLAs.
• Oversee ground handling systems and technology for efficiency.
• Monitor real-time operations and adjust plans for continuity.
• Drive continuous improvement initiatives to raise service standards.
• Lead day-to-day operations, ensuring productivity and compliance.
• Mentor and develop Duty Managers for high performance.
• Conduct regular performance reviews and cross-functional alignment.

Skills

Stakeholder management

Leadership

Team management

Communication

Problem solving

Decision making

Project management

Microsoft Office

Crisis management

Education

Bachelor's degree in Aviation Management

Business Administration

Related discipline

Tools

Microsoft Office

Job description

dnata Singapore Pte Ltd is seeking a Customer Service Manager to lead end-to-end airport customer service operations across terminals, ensuring service excellence and operational efficiency. The role acts as the primary liaison between airline partners, stakeholders and operations, driving performance through KPI management, real-time issue resolution and strong leadership of frontline and support teams.

You will champion safety, security and quality standards while guiding continuous