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Customer Experience Operations Manager

2 months ago

alJumayliyah, Qatar QATAR Airways Full time
About the Role

To ensure seamless customer experience operations, we are seeking a highly skilled and experienced professional to manage and direct our ground handling activities. As a Customer Experience Shift Manager, you will be responsible for overseeing Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management, and other services as directed by QAS Management.

Key Responsibilities
  • Manage and supervise Customer Experience Operations on a shift basis, ensuring high operational standards are maintained in line with Company policies, Customer Airline Standard Ground Handling Agreement, and Service Level Agreements (SLA).
  • Lead by example, promoting a safe working environment and excellent working practices in line with Company policies.
  • Engage and monitor operational assessments through regular observations, identifying potential non-compliance and implementing preventative and/or process improvement action plans.
  • Investigate and report critical accidents, incidents, and operational constraints during the shift, supporting Managers in resolving service deficiencies in a timely manner.
  • Ensure Company and individual carrier standards are followed and maintained at agreed service levels of quality and compliance in operations.
  • Monitor, control, and utilize resource plans (Workforce and equipment) in alignment with agreed service standards for QAS & customer airlines.
  • Build and maintain strong working relationships with internal and external stakeholders for process efficiencies.
  • Monitor and support the rollout of new approved technologies to improve ground handling processes and associated activities.
  • Review Standard Operating Procedures (SOPs), provide feedback, and report any discrepancies within operational areas.
  • Participate in management and/or operational meetings to address, resolve, and amend issues related to operations, safety, and security.
  • Conduct pre-shift meetings to discuss shift activities, expectations, and direct reallocation of staff if needed to enhance resources and timing.