Job Description

Synopsis
To support the Senior Manager in driving operational efficiency, process automation, and optimization initiatives within the Guest Delivery division. The Manager will play a pivotal role in identifying, developing, and implementing intelligent automation solutions, AI-driven processes, and digital enhancements across contact centers, guest experience touchpoints, and operational workflows..
Other Responsibilities :

• Identify process inefficiencies and support end-to-end re-engineering initiatives by leveraging digital tools, AI, and automation technologies.
• Assist in designing and deploying intelligent automation (IA) and AI solutions for guest-facing channels such as contact centers, chatbots, WhatsApp, and social media.
• Work closely with the Senior Manager and cross-functional teams to test, implement, and refine digital use cases aimed at enhancing guest experience and operational productivity.

Accountabilities

• Manage and monitor the progress and effectiveness of automation projects, ensuring alignment with strategic objectives and KPIs.
• Collaborate with operational SMs to digitalize performance monitoring, KPI tracking, quality assurance, and complaint resolution workflows.
• Lead process mapping and documentation efforts to clearly define optimized operational flows and digital solutions.
• Actively contribute to the agile and design-thinking methodologies, promoting continuous improvement culture within Guest Delivery teams.
• Conduct regular analysis of automation performance metrics, cost savings, and guest satisfaction outcomes to identify further improvement opportunities.
• Liaise effectively with Digital Technology & Innovation (DTI) and other internal stakeholders to ensure seamless implementation and integration of digital initiatives.

Education & Experience

• Bachelor's degree in business, Information Technology, Digital Transformation, or a related field.
• Minimum of 5 years' experience in process automation, digital transformation, or operational excellence roles, preferably within airlines, hospitality, or customer service-focused industries.
• Proficiency in automation tools, CRM platforms, AI technologies, and digital transformation methodologies.
• Demonstrated experience in process mapping, workflow optimization, and implementing digital solutions.
• Strong analytical skills, stakeholder engagement capabilities, and excellent communication skills.
• Familiarity with agile practices and continuous improvement methodologies (Lean, Six Sigma) is highly preferred.

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!
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