Cargo Controller

About the role

The Cargo Controller joins Etihad Airways' 24/7 Cargo Operations Centre in Abu Dhabi, overseeing live monitoring of high‑value shipments and special loads. The role ensures on‑time, safe and secure delivery by coordinating with internal and external stakeholders and handling service recovery for any irregularities.

Key responsibilities

• Monitor dashboards and KPIs (OTP, Cargo IQ, SLA, FAP) on a shift basis to guarantee performance standards.
• Provide first‑level investigation of service failures, arrange efficient recovery and assess financial impact of alternatives.
• Coordinate closely with hub, network and commercial teams to manage high‑profile shipments and special cargo.
• Communicate proactively with customers and internal parties about delays, booking changes and root‑cause resolutions.
• Escalate medium or higher‑level safety and security risks to appropriate management.
• Track special loads across systems to ensure processing within SLA and address gaps promptly.
• Support the Commercial Products and Hub Quality Team by taking end‑to‑end responsibility for shipment monitoring.

Required profile

• Minimum high‑school education; diploma in logistics, operations management or related field preferred.
• At least three years of experience in cargo operations or cargo customer service.
• Strong understanding of air‑freight specifications, industry standards and legal regulations.
• Training in cargo operations, security and customer service.
• Ability to work independently, make operational decisions and evaluate solutions for customer satisfaction.

Required skills

• In‑depth knowledge of cargo handling processes and regulatory compliance.
• Familiarity with cargo operation dashboards, KPI monitoring and performance metrics.
• Understanding of industry standards such as Cargo IQ, FAP and SLA requirements.
• Proficiency in using cargo management systems for tracking special loads.