Guest Experience Operations Lead | Shift Duty Manager

Jewel Changi Airport; Singapore; Vor Ort; SGD 90.000 - 150.000; Vollzeit

Zusammenfassung

Jewel Changi Airport in Singapore seeks a Manager, Guest Experience to lead cross-functional operations and ensure high standards of service delivery across guest journeys. You will manage shifts, coordinate teams, and oversee incidents, while driving improvements and ensuring safety and guest satisfaction.

The role requires 5+ years in operations, strong leadership, and the ability to work rotating shifts and holidays in a dynamic, multi-stakeholder environment.

Qualifikationen

• At least 5 years in attractions, hospitality, aviation, or related customer-facing ops.
• Proven ability to manage multi-stakeholder environments.
• Strong analytical, problem-solving, and project management skills.
• Experience in service delivery and vendor management.
• Ability to lead, coach and develop teams.
• Willing to work rotating shifts, weekends, and holidays.

Aufgaben

• Serve as the Shift Duty Manager and overall operations lead during assigned shifts, ensuring smooth day-to-day operations, safety, and service standards across guest-facing environments.
• Lead and coordinate service teams, partners, operators, and stakeholders to deliver high-quality guest experiences.
• Oversee incident management, service recovery, escalations, and manpower coordination during normal and peak operations.
• Drive operational improvement initiatives and cross-functional programs to improve efficiency and guest satisfaction.
• Monitor performance indicators, analyze trends, and implement improvements.
• Support the planning and execution of pilots, events, and new initiatives aligning with objectives.
• Review and maintain procedures, workflows, training materials, and risk assessments for compliance.
• Support procurement, contract administration, reporting, budgeting, and related admin functions.
• Foster a strong service culture and coach team capability development.

Kenntnisse

Ops management

Stakeholder engagement

Vendor management

Project management

Service excellence

Analytical skills

Leadership

Communication

Ausbildung

Bachelor's degree preferred

Jobbeschreibung

Jewel Changi Airport in Singapore seeks a Manager, Guest Experience to lead cross-functional operations and ensure high standards of service delivery across guest journeys. You will manage shifts, coordinate teams, and oversee incidents, while driving improvements and ensuring safety and guest satisfaction.

The role requires 5+ years in operations, strong leadership, and the ability to work rotating shifts and holidays in a dynamic, multi-stakeholder environment.