Manager Customer Service and Accessibility

About the role

Hamad International Airport is looking for a Manager Customer Service and Accessibility to lead its customer service strategy for MATAR Terminal Operations. The role focuses on improving passenger experience, accessibility for passengers with disabilities and continuous improvement of service delivery.

Key responsibilities

• Support MATAR customer experience strategic objectives and build a continuous path of improvement for airport accessibility for passengers with disabilities.
• Develop and implement policies, programs and processes that evolve the strategy to measure, evaluate and improve accessibility management and culture.
• Deliver customer-oriented metrics and analytics by selecting measurements, reports and metrics that give clear insight into customer needs and satisfaction.
• Drive innovation in service delivery, using technology to improve responsiveness and inclusivity.
• Manage end-to-end ownership of the customer service strategy, including policies, standards and procedures, and support terminal operations shift leaders in applying them daily.
• Manage and monitor training programs for customer service and accessibility for MATAR employees and stakeholders.

Required profile

• Relevant college or university qualification to at least bachelor's level or equivalent.
• Minimum 8 years of relevant experience.
• Proven senior influencing and relationship management skills, able to balance diverse stakeholder interests.
• Strategic thinker and change agent who can challenge current practices and drive change.
• Strong people management, mentoring and coaching skills, and ability to delegate, set direction and foster teamwork.