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Manager Ground Experience

3 weeks ago

Doha, Qatar Qatar Airways Full time

Job title
- Manager Ground Experience - Ground Services, Doha
- Ref #
- 250000FW
- Location
- Qatar - Doha
- Job family
- Cargo & Airport Operations
- Closing date: 04-Aug-2025

We are currently recruiting for **Manager Ground Experience**within** Ground Services** in Doha.

**Main Responsibilities**:

- Manage the customer experience aspects by developing policies, programs and processes that demonstrate a continually evolving strategy focus to accomplish the strategic objectives of Ground Services.
- Propose and implement strategies that support business objectives and result in improved customer experience and journey.
- Coordinate with all operational areas that has direct customer contact and be responsible for enabling full interaction with customers and provide operational support when required for necessary resolutions.
- Coordinate with all QR departments to deliver continuous improvement in customer related processes and service style in order to reduce negative customer feedback, cost effectiveness and profitability.
- Provide creative approaches to complex customer experience scenarios including but not limited to flight delays, flight cancellation, power failure and weather condition in order to maintain high standards during crisis.
- Build strong relationship and rapport with key stakeholders in order to initiate and support a portfolio wide communication strategy with internal and external departments.
- Constantly monitor CSATS and CR reports to pinpoint top areas of concern for remedies and long-term solutions.
- Conduct and supervise all aspects of audits pertaining customer journey including but not limited to Skytrax / Mystery shoppers / Staff travelers to ensure high standards are met.
- 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**:

- Bachelor’s Degree or Equivalent with Minimum 8 years of job-related Experience
- Previous Airport management experience.
- Customer Services / Ground Services operations experience is preferred
- Project Implementation experience is preferred
- Ability to multitask

**Job Specific Skills**:

- Strong leadership and team management skills
- Excellent People management and strong communication skills.
- Ability to set clear direction and manage workflow
- Advanced skills in MS PowerPoint
- Strong mentoring and coaching skills is preferred
- Ability to train and develop skills and foster teamwork among team members.

**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.

**How to apply**

**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.