Job Description

Job title
Manager Operations & Customer Delivery
Ref #
225090
Location
Qatar - Doha
Job family
Corporate & Commercial
Closing date: 24-Aug-2025

About the role

Responsible for the operational management of Qatar Airways Holidays and Discover Qatar. Ensure that the daily business of the division, its outstations and implants are performing according to company procedures and policies, and achieving outstanding customer satisfaction through all the touch points, in addition to being responsible for sales performance of the Operations team across the network. Work closely with all department heads to reduce costs and will play a pivotal role in migrating sales online across all QRH/DQ touch points.

Key Accountabilities include:

Strategic

Develop policies and procedures that ensure DQ/QRH operational requirements are consistently cost effective, safely delivered and comply with all applicable business and industry specific legislative/regulatory requirements. Set standard of operations as per policies and procedures. Ensure the operations of QRH and DQ and its outstations and implants are run with the highest quality of service to customers and in line with the company policies and procedures achieving an error free operation. Integrate DQ and QRH operations into a single unit achieving economies of scale and efficiencies. Identify and develop industry best practice improvements to systems, processes and structures to enhance operational effectiveness. Improve the processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Responsible for the profitable operation to include developing and overseeing strategic growth initiatives, margin enhancement and maintaining consistency throughout operational areas. Develop strategic plans for DQ/ QRH Operations in terms of: + Anticipating emerging business changes and get ahead of the curve to recommend necessary changes. + Coordinating and capturing management team input into development plans, providing analytical input and guidance to development plans.
+ Driving initiatives and playing a significant role in short and long-term planning towards operational excellence.
+ Assisting in the development of various long and short term business plans for the department ensuring that major corporate objectives are maintained throughout the planning process.
+ Developing business solutions for proposed changes.
+ Developing ways to improve performance and efficiency and lower costs through process improvements.

Operational

Determine the best scheduling strategy in order to improve efficient utilization of Personnel and Vehicle/Equipment to reduce losses and increase revenues. Establish the policies, procedures, rules and guidelines required to facilitate a fully integrated operations and service. Model and analyse proposed changes to rules and policies to determine the impact on Operations related activities and resources. Oversee and manage the provision of services to ensure that they meet expectations and needs of customers. Manage all operations performance to ensure that cost effective and consistent disruption recovery responses are initiated/implemented 24/7. Review and evaluate operational procedures and activities and ensure immediate action is taken with regards to customer complaints. Prepare and control operational budgets related to the department. Produce operational and management reports for the DQ Management. Monitor expenditure against approved levels on a regular basis and investigates and justifies significant variances to ensure effective performance and cost control. Provide update and monitoring of designated projects assigned by DQ Management and to ensure targets are met and objectives secured. Recommend control procedures throughout the project. Coordinate with other departments to communicate project plans and updates. Manage and maintain excellent relationships with local authorities, government officials and suppliers, to facilitate negotiations related to daily operations, as well as special projects. Communicate effectively with board members, employees, and government authorities. Perform other department duties related to his/her position as directed by the Head of the Department.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.


Join us as we dare to achieve what's never been done before.

Qualifications

About you

Qualifications:

Minimum qualification of bachelor's degree or equivalent is essential 8+ years of job-related experience. Experience in tourism /hospitality with in similar Operations manager role with prior experience in setting up operational base will be an added advantage. A proven record of accomplishment of managing large operational teams and delivering results within a multi-national and multi-cultural environment. Must have strong problem solving and decision making skills and be capable of leading and performing well under pressure. Previous work experience in a travel agency or tour operator at management level. Retail sales experience. Online retail experience. Knowledge of automobile will be an added advantage. Strong communication skills to manage internal and external stakeholders. Excellent command of the English language.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before. So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.


Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.



So whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

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