Customer Services Terminal Manager

**221172**Job Posting** May 12, 2025, 7:13:08 AM | **Primary Location** Doha | **Unposting Date** May 26, 2025, 3:59:00 PM

**Description**

About the Role:
To organize resources effectively and manage necessary activities to ensure efficient, productive and risk free operation throughout the customer services and ramp handling activities at Doha Hub. Acts as primary contact and liaison manager for all Doha Hub Operational units, to deliver the senior management vision and strategy on a shift basis.
Responsible for managing and developing the Customer Services and ramp handling team on shift basis on the highest professional level and monitoring all above wing activities. To ensure Standard procedures are followed, a safe workplace is maintained and company values, policies and goals are achieved and maintained by all staff.

Accountabilities include, but not limited to:

- To manage / develop the Customer Services and Ramp handling team to the highest professional service levels and to continuously maintain and increase the passenger’s satisfaction and ramp safety and security as a competitive advantage for Qatar Airways.
- Manage all Doha Hub operational areas of customer contact and ramp handling and be responsible for enabling full interaction with the passengers and stake holders to provide operational support to the Customer Services Duty Managers/Officer, Ground Services Auditors in Quality and Compliance and Ramp handling staff.
- Plan Resources and manage daily operations on the floor as per the standard and local operating procedures for customer services and ramp handling.
- Constantly identify and assess benchmarks in the service industry. Implement service enhancements.
- Assists in development and manages the implementation of specific strategies to analyse the daily service standards reports and management reporting systems to identify areas of improvement to the overall customer experience and ramp handling experience.
- Accountable for effectively delivering all service contracts to include regular performance reviews to ensure measured improvement in all areas.
- Communicate effectively with all areas of the operations. Conduct and be actively involved in daily team briefings.
- Track, interpret, analyse and assess results and data of On-time Performance and safety and security, ramp handling, Customer complaints and other operational trends.
- Manage crisis management program in event of incident or accident and be fully familiar with the Local Emergency Response Plan through regular trainings.
- Investigate, conclude and report incident(s) and/or accident(s) involving HUB resources in the passenger terminal as well as instance(s) of service lapse. Report to the senior management on irregular airport operations, in advance when possible, as soon as the situation arises.
- Build strong relationships with all key stake holders in the HIA including local authorities, HIA Management, QAS and OCC.

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**

About you:

- Minimum 7 years of job-related experience
- Management role in an Airline Hub
- Proven to have demonstrated flexibility in meeting the demands of the business unit to which he/she is assigned
- Strong leadership and management abilities to inspire and motivate a team of people from a diversity of cultures and backgrounds
- Good analytical and decision making skills
- Excellent Communication and Customer Care skills.

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.