Guest Experience Operations Leader

Jewel Changi Airport; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Jewel Changi Airport invites an experienced Manager, Guest Experience, to lead cross-functional operations across guest journeys within Jewel’s attractions, hospitality, retail and dining environments. You will serve as Shift Duty Manager, coordinate service teams, and ensure safety, service standards and business continuity.

You will drive improvements, manage incidents and escalations, mentor teams, and rotate across GX portfolios to meet objectives.

Qualifications

• At least 5 years of relevant experience in attractions, hospitality, aviation, retail, integrated resorts, customer service, or other customer-facing operational environments.
• Strong experience in operations management, service delivery, stakeholder engagement, and outsourced vendor management.
• Proven ability to manage complex, fast-paced, and multi-stakeholder operational environments.
• Excellent interpersonal, written, and verbal communication skills.
• Able to work rotating shifts, weekends, and public holidays where operationally required.
• Degree preferred; candidates with strong relevant operational and leadership experience will also be considered.

Responsibilities

• Serve as the Shift Duty Manager and overall operations lead during assigned shifts, ensuring smooth day-to-day operations, operational readiness, safety, security, service standards, and business continuity across guest-facing environments.
• Lead and coordinate service teams, partners, operators, and stakeholders to deliver consistent and high-quality guest experiences across assigned operational portfolios.
• Oversee operational matters including incident management, service recovery, escalations, and manpower coordination during normal and peak operations.
• Drive operational improvement initiatives, service enhancement projects, and cross-functional programmes to strengthen operational efficiency, resilience, and guest satisfaction.
• Monitor operational and service performance indicators, analyse trends and feedback, and implementation of improvement measures where required.
• Support the planning and execution of operational pilots, events, and new initiatives in alignment with organisational objectives.
• Review and maintain operational procedures, workflows, training materials, and risk assessments to ensure compliance, and effective service delivery.
• Support procurement, contract administration, reporting, budgeting, and related administrative functions.
• Foster a strong service culture and support team capability development through coaching, guidance, and continuous improvement practices.

Skills

Operations management

Service delivery

Stakeholder engagement

Vendor management

Problem solving

Communication skills

Leadership

Shift management

Team coaching

Adaptability

Education

Degree preferred

Job description

Jewel Changi Airport invites an experienced Manager, Guest Experience, to lead cross-functional operations across guest journeys within Jewel’s attractions, hospitality, retail and dining environments. You will serve as Shift Duty Manager, coordinate service teams, and ensure safety, service standards and business continuity.

You will drive improvements, manage incidents and escalations, mentor teams, and rotate across GX portfolios to meet objectives.