Manager Product & Service Quality

Lead the quality assurance and continuous improvement of Etihad’s products, services and hospitality experience. The role assesses compliance with approved product specifications, service design standards, operational procedures and brand requirements, identifies gaps between intended and delivered experiences, and drives corrective actions to improve quality, consistency and operational effectiveness across the end-to-end guest journey. Product Process Quality Assurance – Assess Product Development teams’ compliance with approved development processes, governance requirements, specifications and implementation standards. Identify control gaps, risks and deviations, and track agreed corrective actions to closure. Product Quality & Implementation – Review products across cabins and guest touchpoints to verify that approved specifications, quality requirements and intended guest outcomes are correctly implemented and maintained. Service Design Assurance – Assess Service Design outputs against approved experience principles, service standards, operating procedures and brand requirements. Confirm that service concepts are clear, complete, operationally executable and supported by defined quality measures. Service Delivery Quality – Evaluate Cabin Crew and relevant operational teams’ delivery against approved service design and hospitality standards through structured observations, service assessments, guest feedback and performance indicators. Identify gaps between intended and actual delivery. Cross-functional Quality Reviews – Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges and other relevant guest experience teams, using consistent criteria and documented evidence. Findings, Corrective Actions & Closure – Document findings, assess root causes and agree corrective action plans with accountable business owners. Monitor progress, verify implementation and confirm that actions have addressed the identified gap. Quality Standards & Governance – Support the development and maintenance of product, service and hospitality standards, review criteria, quality scorecards and reporting frameworks. Ensure requirements remain relevant, measurable and aligned across functions. Continuous Improvement – Use review findings, guest feedback, complaints, operational insight and performance trends to identify recurring issues and improvement opportunities. Translate insights into prioritised recommendations and sustainable product and service enhancements. Leadership Reporting – Provide concise reporting on compliance levels, key findings, recurring issues, risks, corrective action status and improvement outcomes. Escalate material gaps requiring leadership intervention or cross-functional decisions.

Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field: Minimum 5 years of experience in product or service quality, quality assurance, guest experience, service design, operational performance or continuous improvement, preferably within aviation or a premium service environment. Strong knowledge of quality assurance, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting. Strong stakeholder management, analytical and communication skills, with the ability to assess evidence objectively, challenge constructively and translate findings into practical and measurable improvements.

Lead the quality assurance and continuous improvement of Etihad’s products, services and hospitality experience. Assess compliance with approved product specifications, service design standards, operational procedures and brand requirements; identify gaps between intended and delivered experiences; drive corrective actions to improve quality, consistency and operational effectiveness across the end-to-end guest journey. Include: Product Process Quality Assurance – assess development processes, governance, specifications and implementation standards; identify control gaps, risks and deviations; track corrective actions to closure. Product Quality & Implementation – review products across cabins and guest touchpoints to verify specifications, quality requirements and intended guest outcomes are implemented and maintained. Service Design Assurance – assess outputs against experience principles, standards, procedures and brand requirements; ensure concepts are clear and executable with defined quality measures. Service Delivery Quality – evaluate delivery by Cabin Crew and operational teams against standards via observations, assessments, guest feedback and performance indicators; identify gaps. Cross-functional Quality Reviews – establish a programme of reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges and other guest experience teams with consistent criteria and evidence. Findings, Corrective Actions & Closure – document findings, assess root causes and agree action plans; monitor progress and verify implementation. Quality Standards & Governance – support development and maintenance of standards, review criteria, scorecards and reporting frameworks. Continuous Improvement – translate insights into prioritised recommendations and sustainable product/service enhancements. Leadership Reporting – provide concise reporting on compliance, findings, risks and corrective action status; escalate material gaps for leadership action.