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Customer Experience Manager

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Airways Full time
Job Description

The Airline Operations Specialist will work closely with the Manager Quality Budget Business Support to support the Customer Care line of business. This involves working on business projects, SOP documentation, process analysis, and management to develop and deliver strategies that improve customer experience while ensuring business optimization in a multi-vendor environment.

Key Responsibilities

  • Ensure relevant documentation is in place for specific support requirements.
  • Support Business with changes and oversee operational requirements.
  • Deliver services with a primary focus on assigned support functions (IT and resource management, admin & knowledge, quality & training, real-time call monitoring) taking responsibility to advance professional and technical skills.
  • Review current and future business requirements and develop/align processes to achieve business objectives.
  • Prepare and/or assist in preparation of reports and updates relevant to assigned support function.
  • Provide business development support to customer care support functions and operations.
  • Take an active lead in implementing new systems, processes, and technologies both internal and external.
  • Escalate trends and tendencies either negative or positive with ability to spot problems, use analysis for better understanding causes and effects, map out issues in a logical manner.
  • Support ad hoc projects and assignments as required.