Business Solutions Manager - Guest Experience

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5-8 yearsEducation: bachelorsSkills: ["Strategic leadership","Accountability","Stakeholder management","Communication","Problem-solving"]

Lead and govern Customer Care support functions to enable operational excellence across contact centre and vendor operations. Own workforce planning, management information systems, quality assurance, training, and knowledge management, and drive continuous improvement initiatives. Optimize customer experience through NPS improvement roadmap, data-driven analytics, and business intelligence insights, while managing budgets and stakeholder alignment across operations, digital/IT, HR, finance, and procurement.

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Etihad Aviation Group
Etihad Aviation Group
3 days ago

Business Solutions Manager - Guest Experience

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Last checked: 29 minutes agoStatus: Live

Job Summary

Lead and govern Customer Care support functions to enable operational excellence across contact centre and vendor operations. Own workforce planning, management information systems, quality assurance, training, and knowledge management, and drive continuous improvement initiatives. Optimize customer experience through NPS improvement roadmap, data-driven analytics, and business intelligence insights, while managing budgets and stakeholder alignment across operations, digital/IT, HR, finance, and procurement.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide strategic direction and governance across Customer Care support functions to align with business objectives, performance standards, and customer experience goals.
  • •Own departmental budgeting, forecasting, cost-effective resource allocation, procurement compliance, and audit readiness for internal and vendor contracts.
  • •Lead workforce planning and performance analytics, establishing an MIS and executive dashboard reporting framework to support data-driven decisions.
  • •Own and evolve the Quality Assurance framework, develop training strategies, and govern knowledge management to maintain a single source of truth.
  • •Drive continuous improvement and NPS performance through targeted initiatives, and manage global contact centre vendor relationships including contract management and performance governance.

Key Requirements

  • •Bachelor's degree in Business Administration, Management, Aviation, Engineering, or a related discipline.
  • •5-8 years of experience in business solutions, business analysis, product management, process improvement, customer operations, or a similar field.
  • •Strong knowledge of requirements gathering, process mapping, workflow design, and operational improvement methodologies.
  • •Proficiency in data analysis and reporting, translating insights into actionable business recommendations.
  • •Experience in customer journey mapping, service design, customer experience (CX), or user experience (UX) initiatives.
Experience:5-8 yearsAirlinesAviationContact centreCustomer serviceCustomer operationsProcess improvementCustomer experience (CX)
Education:Bachelor's
Skills:Strategic leadershipAccountabilityStakeholder managementCommunicationProblem-solving
Languages:English (UK)

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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