Senior Associate / Assistant Manager, Airport Operations Services, Customer Experience

Changi Airports International Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading airport service provider in Singapore is seeking a motivated individual to manage service operations. The role involves fostering relationships with stakeholders, delivering service excellence, and analyzing service gaps for improvements. Candidates should have a degree, proven leadership experience, and at least three years in service design. Proficiency in Tableau and PowerBI is essential. This position offers a dynamic environment and the chance to enhance the passenger experience through innovative service solutions.

Qualifications

• Minimum 3 years of experience in service design, planning, or development.
• Strong written and verbal communication skills, plus storytelling abilities.
• Proven leadership experience with effective people management.

Responsibilities

• Foster collaborative relationships with stakeholders for service excellence.
• Own service performance metrics and uphold service quality.
• Analyze service gaps and propose innovative solutions.
• Lead cross-functional teams in enhancing service delivery.

Skills

Service operations management

Customer-centric planning

Data visualization

Business intelligence tools

Team collaboration

Education

Good Degree in any discipline

Tools

Tableau

PowerBI

Job description

Job Description

We are looking for a motivated and results-oriented individual with a strong background in service operations management, passionate about delivering exceptional service through a customer-centric approach to service planning, design, and innovation.

You join a team dedicated to enhancing the Changi Experience by providing personalised passenger support, harnessing technology for efficiency, and optimising workforce management.

Job Responsibilities

• Foster strong, collaborative relationships with internal and external stakeholders to drive and deliver service excellence.
• Own and deliver key service performance metrics, ensuring seamless execution and maintaining Changi's reputation for service excellence.
• Analyse service gaps and opportunities, develop innovative solutions to enhance the passenger experience, and drive continuous improvement.
• Lead and collaborate with cross-functional teams to design and implement service enhancements, ensuring alignment with Changi's strategic objectives.

Job Requirements

• Good Degree in any discipline.
• At least three (3) years of relevant experience in service design, service planning and/or service development.
• Good written and verbal communication skills, with strong presentation and storytelling skills.
• Proven leadership track record and possess strong people management skills.
• A good team player who is resourceful and able to work independently.
• Ability to multi-task and thrive in a dynamic and fast paced environment.
• Proficiency in data visualization & business intelligence tools(e.g. Tableau, PowerBI).