Manager Customer Service & Accessibility

About the role

Hamad International Airport is looking for a highly skilled and organised Manager Customer Service and Accessibility to join its team in Doha. The role supports the airport's passenger accessibility strategy and the customer experience of its terminals.

Key responsibilities

• Support MATAR customer experience strategic objectives and provide a continuous path of improvement for airport accessibility for passengers with disabilities.
• Develop and implement policies, programmes and processes that show an evolving 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 and own end to end the customer service strategy for MATAR Terminal Operations, developing policies, standards and procedures to maintain or increase customer satisfaction.
• Support terminal operations shift leaders in monitoring and managing day-to-day delivery of those policies and standards.
• Manage and monitor training programmes on 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 practice and drive change.
• Strong people management, mentoring and coaching skills, and ability to delegate, set direction and foster teamwork.