Self Service Product Manager

Synopsis

The Self-Service Product Manager is responsible for developing and executing a vision and strategy for the customer-facing channels (web & mobile), with key focus on driving revenue, customer retention and & Self- Service adoption.

This role will work within cross departmental areas of Revenue & Commerce (both internal and external) to define, establish and manage a constantly evolving self-service journey & workflow to maximize usage, conversion & drive Self-service adoption ratios. This role is responsible for continually increasing self-service conversion rates, while driving revenue, customer retention and engagement through innovative Digital initiatives. You will be responsible for data-driven decision making and leveraging insights to drive product enhancements across Self Service channels (including and not limited to Digital Check-in and Digital Manage Your booking. This role is responsible for continually driving and customer satisfaction scores by maximizing our channel adoption by spearheading innovative product features that drive business objectives and KPI’s.

Accountabilities

• Identify, lead and drive business opportunities for digital revenue optimisation and conversion of self-service processes through consistently optimising product capabilities and developing unique value propositions for revenue growth, increase in digital share/footprint via all digital self-service solution.
• Develop, maintain and execute a product roadmap & own the end-to end management of self-service experiences.
• Partner with cross- functional teams to develop positioning of the product and ensure product differentiation from competitors.
• Monitor and evaluate product performance to facilitate continuous iteration and improvement.
• Manage relationships with third parties’ providers for enhancing customer journey.
  
  

Education & Experience

• 7+ years’ experience working in product management for website / mobile app self-service with strong analytical skills. Experience in usability, customer experience and design thinking are preferred.
• Working knowledge in airline reservations, ticketing, fares and pricing and revenue accounting is mandatory.
• Hands on experience along with shareable portfolio of capabilities and features deployed in aviation eCommerce.
• Bachelor’s degree in computer science, Information Systems, Engineering or equivalent is preferred.
• Certification in Scrum Product Owner (CSPO), SAFe Product Owner or equivalent is desirable.
• Experience with Agile development methodologies including SAFe, Scrum and Lean Portfolio Management.
• Demonstrated success in defining, delivering and launching products.
• Technical and business operations knowledge with proven ability to drive solutions.
• Experience defining vision and strategy for a technical product.
• Recognized as an active team player, with excellent communication and coordination skills as this role requires working with multiple teams across the organization.
• Working knowledge and Experience with key PSS systems (Sabre, Amadeus etc).
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit 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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