Manager Ground Services
Job Description
Synopsis
Design and drive Etihads endtoend airport guest experiencecheckin, lounges, transfers, arrivals, disruption careensuring every touchpoint is brandaligned, operationally feasible, safetycompliant, and commercially sound. Act as the groundservice SME for new station launches, lounge projects, and process enhancements, partnering with Airport Operations, Commercial, and external providers to deliver seamless, highquality service.
Accountabilities- GroundExperience Design Create service blueprints, SOPs, and guestjourney maps for all airport touchpoints; align with brand, safety, and regulatory standards.
- Project Leadership Lead/colead crossfunctional teams (Airport Ops, Facilities, Catering, IT, Commercial) to design, test, and implement new lounges, fasttrack, and disruptioncare solutions.
- Performance & Improvement Define KPIs (e.g., wait times, NPS), run audits, analyse data, and drive corrective actions for service gaps.
- Vendor & Partner Management Specify service levels, support tender evaluations, and monitor groundhandling and lounge providers.
- Technology Enablement Champion digital tools (selfservice, biometrics, realtime ops dashboards) that enhance flow and guest control.
- Budget & Business Cases Build and track costbenefit models for new initiatives in partnership with Finance and Procurement.
- Bachelors in Aviation, Hospitality, Business, or related field (Masters preferred).
- 7+ yrs airport ground service or premium hospitality experience, incl. 3 yrs in project/servicedesign roles.
- Proven track record in blueprinting guest journeys, leading crossfunctional projects, and managing thirdparty service providers.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the worlds 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 Etihads codeshare partners, Etihads 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 Etihads 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
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