Product Owner Manager

3 days ago

Doha, Qatar Qatar Airways Full time

About the Role

The role will focus on driving digital self-servicing capabilities and automation between the time of booking and the day-of-travel & beyond. Improving service standards and customer experience by leveraging latest technologies to implement and operate products and services that re-define the traveler's digital experience while improving operational efficiency, enriching data and expanding digital into all segments of the customer journey.

Other key responsibilities include:

- Develop and maintain digital traveler service definitions, scope and end to end processes for new and existing travel services.
- Partner with cross-departmental leads along customer journey pre
- and post-flight to explore areas where technology and data could be used or connected to digital commerce to drive customer experience and operational efficiency
- Prepare business cases and impact analysis of new digital travel services such as destination information or airport navigation, considering all stakeholders and various scenarios
- Monitor services usage and performance across digital touchpoints, use data to optimize processes and maximize value by mapping digital experiences along customer journey pre
- and post-flight and developing metrics to identify quality issue and inefficiencies
- Benchmark digital services offering against key travel service competitors identify strengths, gaps and opportunities
- Understand airline reservations, operations and loyalty technology stack in order to find ways to define travel services that travelers need
- Test various implementations and flows of services such as natural language processing powered search and chatbot solutions to maximize revenue and customer value
- Analyze usage of travel services such as destination content at different steps of the customer journey to understand and improve value and benefits
- Assess services updates and feature releases to determine impact on services that are already offered to travelers, and work with product teams to implement product changes when required and enhancements where possible
- Lead the functional evaluation and negotiation with potential new vendors to help procure industry leading services that help to achieve traveler experience vision within budgeted rates
- Optimize return on investment on travel services by regularly reviewing service usage and proposing adjustments to contracted terms
- Conduct customer feedback and NPS surveys to understand customer sentiment and define future state expectations

**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.

Together, everything is possible.

**Qualifications**:
**About You**

We are looking for a passionate and experienced professional to join the Digital Commerce & Service Experiences Team
- Bachelor’s Degree is essential
- 6+ years of job-related experience
- In depth understanding of airline reservations & operations systems
- Good understanding of digital services, experience working with open APIs to build products
- Experience in working with external vendors to manage relationship and maximize contract value
- Previous experience in managing digital products or services preferably in the travel or mobility industry
- Ability to drive and motivate peers across different departments to realize digital vision

**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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