The Manager Service Design & Implementation is responsible for managing end-to-end service development projects. This role involves establishing, developing, and maintaining service procedures that are operationally feasible, efficient, and comply with safety, regulatory, and brand standards.
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Key Responsibilities:
- Develop, design, and refine inflight services and service delivery procedures, ensuring alignment with product, culinary, and customer experience concepts.
- Ensure consistency and operational feasibility in service design and existing processes, maintaining compliance with safety, brand, and crew complement standards.
- Analyze trend data and conduct routine audits to refine standards, monitor product performance, and implement remedial actions through a reliable database management framework.
- Create and approve updates to Service & Hospitality manuals, crew reference materials, and service profiles.
- Manage end-to-end co-creation workshops involving inflight service and product trials, collaborating with various departments to ensure successful onboard implementation.
- Lead service and product development working groups for new aircraft entry-into-service, new routes, and program implementations.
- Coach and develop brand ambassadors to aid cabin crew in delivering desired customer experience propositions.
- Evaluate data trends for improvements in onboard products, service procedures, and user experience, ensuring necessary actions are taken.
- Provide actionable recommendations to key stakeholders to enhance consistency and improve Net Promoter Scores (NPS).
- Collaborate with stakeholders in Service Delivery, Training, Operations, Cabin Safety, and Catering to ensure understanding of service and hospitality standards.
Qualifications:
- Bachelor’s degree, preferably in Business, Hospitality, Hotel Management, or Information Technology.
- Minimum of 5 years of relevant experience, with 8 years working as a Cabin Senior or Manager in an inflight service and hospitality environment.
- A flying license is essential.
The company is committed to creating a future of global aviation from the heart of Abu Dhabi, connecting people worldwide while driving our “Journey 2030” ambition to expand our fleet and network. Join us to be part of a vision where extraordinary experiences take flight.
