Manager Product & Service Quality

About the Role
Lead the quality assurance and continuous improvement of products, services, and hospitality experiences. This role focuses on assessing compliance with approved product specifications, service design standards, operational procedures, and brand requirements. The aim is to identify gaps between intended and delivered experiences while driving corrective actions to enhance quality, consistency, and operational effectiveness across the entire guest journey.

Key Responsibilities

• Product Process Quality Assurance – Assess product development teams’ compliance with development processes, governance requirements, specifications, and standards. Identify control gaps, risks, and deviations, and track agreed corrective actions to closure.
• Product Quality & Implementation – Review products across cabins and guest touchpoints to ensure that approved specifications and quality requirements are correctly implemented and maintained.
• Service Design Assurance – Evaluate service design outputs against experience principles, service standards, operating procedures, and brand requirements. Confirm that service concepts are clear, complete, operationally executable, and supported by defined quality measures.
• Service Delivery Quality – Assess Cabin Crew and relevant operational teams’ delivery against approved service design and hospitality standards through structured observations, service assessments, guest feedback, and performance indicators. Identify gaps between intended and actual delivery.
• Cross-functional Quality Reviews – Establish and manage structured programs of quality and compliance reviews across relevant teams, utilizing consistent criteria and documented evidence.
• Findings, Corrective Actions & Closure – Document findings, assess root causes, and agree on corrective action plans with accountable business owners. Monitor progress, verify implementation, and confirm effectiveness of actions taken.
• Quality Standards & Governance – Support the development and maintenance of product, service, and hospitality standards, along with review criteria and quality scorecards. Ensure requirements are relevant, measurable, and aligned across functions.
• Continuous Improvement – Leverage review findings, guest feedback, complaints, and operational insights to identify recurring issues and improvement opportunities. Transform insights into prioritized recommendations for product and service enhancements.
• Leadership Reporting – Generate concise reports on compliance levels, key findings, recurring issues, risks, corrective action status, and improvement outcomes. Escalate significant gaps requiring leadership intervention or cross-functional decisions.

Qualifications

• Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience, or a related field.
• Minimum of 5 years of experience in product or service quality, quality assurance, guest experience, service design, operational performance, or continuous improvement, preferably within aviation or a premium service environment.
• Strong knowledge of quality assurance, compliance reviews, root-cause analysis, corrective action management, process governance, and performance reporting.
• Excellent stakeholder management, analytical, and communication skills, capable of objectively assessing evidence, constructively challenging, and translating findings into practical, measurable improvements.

Additional Information
This role is part of shaping the future of global aviation, contributing to the ambition of doubling the fleet and expanding the network, while ensuring extraordinary experiences for guests.

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the company. We will never ask for personal information, bank details, or payment during recruitment. Interviews are conducted face-to-face or via video/telephone prior to any formal offer. If you are requested to send money, consider it fraudulent.