Business Solutions Manager – Guest Experience

About the role

We are seeking a strategic, results‑driven Business Solutions Manager to lead Customer Care support functions and enhance the guest experience for Etihad Airways in Abu Dhabi.

Key responsibilities

• Provide strategic direction, governance and oversight across Contact Centre, Vendor Management, Workforce Management, MIS, Quality, Training, Knowledge Management and Business Improvement.
• Own planning, forecasting and management of departmental budgets, ensuring cost‑effective resource allocation and financial controls.
• Lead workforce planning, scheduling and analytics to meet service level commitments and drive data‑driven decisions.
• Develop and evolve Quality Assurance, training programmes and knowledge management frameworks to ensure service excellence.
• Manage relationships with global contact‑centre partners and internal stakeholders, overseeing contracts, performance and risk mitigation.

Required profile

• Bachelor’s degree in Business Administration, Management, Aviation, Engineering or related field.
• 5‑8 years experience in business solutions, analysis, process improvement or customer operations, preferably in airline or contact‑centre environment.
• Proven ability to structure complex problems, manage multiple priorities and deliver outcomes in cross‑functional teams.

Required skills

• Agile delivery methodologies
• Lean Six Sigma principles
• Data analysis and reporting