Technical Product Manager - Guest Experience

About the role

Etihad Airways is looking for a Technical Product Manager for its Guest Experience domain in Abu Dhabi. You will manage and continuously improve technology products, keeping a prioritized product backlog and delivering initiatives successfully. You act as the bridge between complex airline operational needs and technical IT execution, navigating governance frameworks, managing diverse stakeholders and driving software releases through the Route to LIVE (RTL) deployment process.

Key responsibilities

• Own the planning, execution, monitoring and delivery of technology projects covering Contact Centre, Complaints Management, Guest Communication and Guest Experience across the travel journey.
• Translate operational business requirements into technical solutions with enterprise architects, developers and third-party vendors.
• Manage project scope, technical dependencies, operational risks and delivery roadblocks so projects stay on time and within budget.
• Ensure technology changes comply with corporate governance, cybersecurity policies and aviation regulatory requirements.
• Act as the main liaison between DevOps, Data Engineering, Network Security and other stakeholders.
• Prepare change records, release plans and deployment readiness assessments for CAB meetings, and give regular project updates, budget reports, risk assessments and executive status reports.
• Manage deployments through the RTL process and support change, incident and release management using ITSM and ITIL best practices.

Required profile

• Bachelor's degree in Computer Science, Software Engineering, Information Technology or a related field.
• Minimum 5 years in the aviation industry or guest experience field.
• Experience in IT governance, change management and regulatory environments.
• Understanding of cloud technologies, APIs and modern enterprise architectures.
• Strong stakeholder management, communication and problem-solving skills.

Required skills

• Proficiency with JIRA, Confluence, Power BI and Smartsheet.
• SAFe, PMP, PRINCE2 or similar certifications preferred.