Business Solutions Manager - Guest Experience

About the role

Etihad Airways is looking for a strategic, results‑driven Business Solutions Manager to lead Customer Care support functions. The role focuses on strategic leadership, governance and continuous improvement while empowering team leads and vendor partners to manage day‑to‑day operations.

Key responsibilities

• Provide strategic direction, governance and oversight across Customer Care support functions, aligning with business objectives and customer experience goals.
• Own planning, forecasting and management of departmental budgets, ensuring cost‑effective resource allocation and strong financial controls.
• Lead workforce planning, forecasting and scheduling for internal teams and outsourced partners, delivering insights through robust MIS and executive dashboards.
• Develop and evolve the Quality Assurance framework, training programmes and knowledge‑management processes to ensure consistent service excellence.
• Drive continuous improvement initiatives, own the NPS improvement roadmap and use data‑driven decisions to enhance customer satisfaction.
• Manage strategic relationships with global contact‑centre partners, handling contract management, commercial negotiations and performance governance.
• Lead, coach and develop a senior team, fostering high performance, engagement and professional growth.

Required profile

• Bachelor’s degree in Business Administration, Management, Aviation, Engineering or a related discipline.
• 5‑8 years of experience in business solutions, analysis, product management, process improvement or customer operations.
• Prior experience in airline, aviation, contact‑centre or service‑oriented industries is highly desirable.
• Proven ability to structure complex business problems, manage multiple priorities and deliver outcomes in cross‑functional environments.
• Strong knowledge of business requirements gathering, process mapping, workflow design and operational improvement methodologies.
• Proficiency in data analysis, reporting and translating insights into actionable recommendations.
• Experience with Agile delivery, Lean Six Sigma, continuous improvement frameworks and stakeholder management.