Manager Service Design Implementation

Job Description

The Manager Service Design & Implementation manages end-to-end service development projects. They are accountable for establishing, developing, and maintaining service procedures that are operationally feasible, efficient and in accordance with safety, regulatory and brand standards.

Accountabilities

• Develop, design, and refine inflight services and service delivery procedures, with the design based on the product, culinary and customer experience concepts.
• Drive consistency, efficiency, and operational feasibility in service design, current processes, new service designs, or offerings, ensuring they are compliant with safety, brand, and crew complement standards.
• Accountable for analyzing trend data and routine audit to refine standards, monitor product performance, and drive remedial actions, supported by a robust and reliable database management framework.
• Create and approve updates to Service & Hospitality manuals, and crew reference materials and matrixes.
• Design streamlined, and cost-efficient onboard logistics e.g., GLP/ELP, equipment definition and service profiles.
• Manage and facilitate end-to-end co-creation workshops: inflight service, product trials, and other service development projects, working with Cabin Safety, Cabin Crew Performance & Operations, Cabin Crew Training and Catering Operations, to ensure successful onboard implementation.
• Lead service and product development working groups for the introduction of new aircraft entry-into-service, new routes, changes, and implementation of programmes.
• Coach and develop brand ambassadors, to showcase and support cabin crew to deliver the desired customer experience propositions.
• Evaluate and report on data trends for improvement to onboard products, service procedures, customer, and employee user experience, to ensure remedial actions are taken.
• Provide recommendations for actions and improvements to key stakeholders to drive consistency and improve NPS.
• Partner with key stakeholders: Service Delivery (Crew Performance), Service Training, Operations, Cabin Safety, Catering Ops, to ensure that service & hospitality standards and expectations are understood to support training, coaching and performance management.
• Foster and promote a positive cabin crew relations environment through direct comms/Engagement Workshops/CBC Support Desk/online platforms/forums/Crew Training presence.
  
  

Qualifications

• Bachelor’s degree with 5 years, preferred in Business, Hospitality, Hotel Management, Information Technology
• Flying license (essential) 8 years working as a Cabin Senior or Manager
• Working in an Inflight Service & Hospitality environment (desired)
  
  

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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