Business Solutions Manager - Guest Experience

About the role

We are seeking a strategic, results‑driven Business Solutions Manager to lead the Guest Experience function within Etihad Engineering’s Customer Care organisation. The role focuses on strategic leadership, governance and continuous improvement while empowering team leads and vendor partners to manage day‑to‑day operations. You will be responsible for driving efficiency, enhancing the customer experience and delivering business objectives across multiple support functions.

Key responsibilities

• Provide strategic direction, governance and oversight for Contact Centre, Vendor Management, Workforce Management, MIS, Quality, Training, Knowledge Management and NPS performance.
• Own departmental budgeting, forecasting, financial controls and commercial performance, identifying cost‑to‑serve improvements.
• Lead workforce planning, forecasting and scheduling for internal teams and outsourced partners, delivering executive dashboards and analytics.
• Develop and maintain the Quality Assurance framework, training programmes and knowledge‑management repository.
• Drive continuous‑improvement initiatives, own the NPS improvement roadmap and translate customer feedback into actionable changes.
• Manage relationships with global contact‑centre partners, negotiate contracts and ensure compliance and risk mitigation.
• Lead, coach and develop a senior team of professionals, fostering a high‑performance culture.

Required profile

• Bachelor’s degree in Business Administration, Management, Aviation, Engineering or related field.
• 5‑8 years of experience in business solutions, analysis, product management, process improvement or customer operations, preferably in airline or contact‑centre environments.
• Proven ability to structure complex problems, manage multiple priorities and deliver results in cross‑functional settings.
• Strong stakeholder management, communication and influencing skills across all organisational levels.
• Commercial acumen, analytical thinking and problem‑solving capabilities.

Required skills

• Product Management
• Management Information Systems (MIS)
• Process Mapping
• User Experience (UX)
• Business Analysis
• Data Analysis
• Agile Delivery Methodologies
• Lean Six Sigma
• Workflow Design
• Service Design
• Quality Assurance