About the role:
Hamad International Airport is seeking a highly skilled and organized individual to join our team as Manager Customer Service and Accessibility. If you thrive in a dynamic environment, possess excellent customer service experience, develop and implement customer service strategies, communication skills, and have a proven track record in fostering a culture of continuous improvement and inclusivity, you can help us achieve this ambition by:
- Supporting MATAR customer experience strategic objectives to provide a continuous path of improvement for airports in the area of accessibility for passengers with disabilities.
- Developing and implementing policies, programs, and processes that demonstrate a continuously evolving strategy to measure, evaluate, and improve HIA accessibility management and culture.
- Delivering customer-oriented metrics and analytics by evaluating available data and methods to select measurements, reports, and metrics that provide clear and valuable insights about customer needs and satisfaction.
- Driving innovation in service delivery, leveraging technology to improve responsiveness and inclusivity.
- Managing and taking end-to-end ownership of customer service strategy for MATAR Terminal Operations and developing and implementing customer service policies, standards, and procedures to maintain or increase customer satisfaction.
- Supporting terminal operations shift leaders to monitor and manage the day-to-day delivery of customer service policies, standards, and procedures to maintain or increase customer satisfaction.
- Managing, controlling, and monitoring the training programs (customer service & accessibility) for MATAR employees and stakeholders to ensure their skills and knowledge contribute to maintaining and improving customer satisfaction.
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About you:
- Relevant College or University qualification to minimum bachelor’s level or equivalent.
- Minimum 8 years of relevant experience.
- Proven senior influencing and relationship management skills that demonstrate the ability to balance and manage diverse stakeholder interests.
- Strategic thinker and change agent with the ability to challenge current practices and generate support for and drive through change.
- Strong people management skills, creating an empowering environment that encourages individual ownership and initiative.
- Managerial skills: Ability to delegate work, set clear direction, and manage workflow. Strong mentoring and coaching skills, with the ability to train and develop subordinate skills. Ability to foster teamwork among team members.
General Information
- Ref # 250000H0
- Location: Qatar-Doha
- Job family: Cargo & Airport Operations
- Closing Date: 2026-11-08
