The Manager Service Design & Implementation is responsible for managing end-to-end service development projects. This role entails establishing, developing, and maintaining service procedures that are operationally feasible, efficient, and compliant with safety, regulatory, and brand standards. Key responsibilities include:
- Developing, designing, and refining inflight services and service delivery procedures based on product, culinary, and customer experience concepts.
- Driving consistency, efficiency, and operational feasibility in service design, ensuring compliance with safety, brand, and crew complement standards.
- Analyzing trend data and conducting routine audits to refine standards, monitor product performance, and drive remedial actions, supported by a robust database management framework.
- Creating and approving updates to Service & Hospitality manuals and crew reference materials.
- Designing cost-efficient onboard logistics, including equipment definition and service profiles.
- Managing end-to-end co-creation workshops for inflight service, product trials, and other service development projects, collaborating with various departments to ensure successful onboard implementation.
- Leading service and product development working groups for new aircraft entry-into-service and route changes.
- Coaching and developing brand ambassadors to support cabin crew in delivering the desired customer experience.
- Evaluating and reporting on data trends for improvements to onboard products and service procedures, ensuring necessary actions are taken.
- Partnering with key stakeholders in service delivery, training, and operations to support performance management and training initiatives.
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Education & Experience Requirements:
- Bachelor’s degree with 5 years of experience in a relevant field (preferably Business, Hospitality, Hotel Management, or Information Technology).
- A flying license is essential.
- At least 8 years of experience as a Cabin Senior or Manager in an inflight service and hospitality environment.
Language Requirements: Not specified.
Work Conditions: On-site, Full-time
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
About the company:
The company, the national airline of the UAE, was established in 2003 and has grown to be a leading airline globally. Operating from Abu Dhabi, the company serves numerous destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. The airline has received numerous awards for its superior service and products and aims to significantly expand its fleet and customer base as part of its ambitious Journey 2030 strategy.
