Job Description

Synopsis
At Etihad Airways, the guest experience is shaped by thousands of frontline moments - and behind every great interaction is great training.
We are seeking a Manager Training (Soft Skills) to design and deliver world-class behavioural and customer service training programmes that elevate the performance, confidence, and professionalism of our frontline teams. This role plays a critical part in shaping how Etihad is experienced by millions of guests each year - from the contact centre to the airport, from check-in to boarding and beyond.
This is a hands-on, design & delivery-focused role, ideal for a senior learning professional who thrives in frontline environments, enjoys being close to the operation, and is passionate about developing people through practical, high-impact learning.
Accountabilities

• Develop comprehensive, interactive, and engaging soft skills training curricula tailored for diverse frontline roles (contact center, check-in, boarding, lounge, baggage, etc.).
• Create learning content using modern instructional design principles and adult learning methodologies (e.g., blended learning, microlearning, scenario-based learning). Ensure content reflects airline service philosophy, cultural sensitivity, and regulatory compliance standards.
• Deliver high-impact classroom, virtual, and on-the-job training sessions focused on communication, emotional intelligence, conflict resolution, service recovery, and customer empathy.
• Develop and maintain annual training calendars, ensuring timely delivery of mandated and developmental training programs.
• Evaluate training effectiveness using metrics such as performance KPIs, customer satisfaction (NPS), and employee feedback to continuously improve content and delivery.
• Maintain accurate training records and compliance documentation in line with company and regulatory requirements.
• Partner with department heads, HR, and operational managers to identify learning needs and align training outcomes with business goals.
• Coach and mentor internal trainers and subject matter experts to build facilitation capability within the organization
• Support leadership development initiatives for supervisory and team leader levels within frontline operations.
• Stay abreast of global best practices in learning technology, behavioral science, and service excellence.
• Integrate digital learning tools (LMS, e-learning, simulations, gamification) to enhance learner engagement and scalability.
• Foster a culture of continuous learning and development within the frontline workforce.

Skills & Competencies

• Proven track record in designing and delivering soft skills or customer service excellence training programs for large, multicultural teams.

knowledge of airport operations, passenger handling, ground services, and safety requirements. * Excellent facilitation, presentation, and communication skills.

• Expertise in soft skills topics: communication, empathy, resilience, cultural awareness, and customer engagement.
• Strong analytical and problem-solving skills with ability to measure and demonstrate ROI of training.
• High emotional intelligence and cultural sensitivity, with ability to engage a diverse workforce.
• Expertise in instructional design, facilitation, adult learning principles, experiential learning methods and e-learning development.
• Proven ability to design and implement large-scale and multi-station training programs

Education & Experience

• Bachelor's degree in human resources, Education, Psychology, Business Administration, or related field
• Minimum 7-10 years of experience in learning and development, with at least 3-5 years in a lead trainer role within the aviation, hospitality, or service industry.
• Proven track record in designing and delivering soft skills or customer service excellence training programs for large, multicultural teams
• Instructional Design certification (e.g., ATD, CIPD, or Kirkpatrick).
• Train-the-Trainer or Master Trainer certification.
• Certification in Emotional Intelligence, Customer Experience, or Coaching is highly desirable.

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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Skills Required