Technical Product Manager - Guest Experience
Summary
Manages and enhances guest-experience technology products at Etihad Airways in Abu Dhabi — owning the backlog and delivery of contact-centre, complaints-management, and guest-communication systems, translating airline operations into technical solutions, and steering releases through governance and the Route to LIVE process using tools like Jira, Confluence, and Power BI.
Synopsis
Manage and continuously enhance technology products within the Guest Experience domain, maintaining a prioritized product backlog and ensuring successful delivery of initiatives. Act as the bridge between complex airline operational requirements and technical IT execution, navigating governance frameworks, managing diverse stakeholders, and driving software releases through the Route to LIVE (RTL) deployment process.
Accountabilities
- Own the planning, execution, monitoring, and delivery of technology projects across Guest Experience including technology related to Contact Centre, Complaints Management, Guest Communication, and Guest Experience throughout the travel journey.
- Translate operational business requirements into technical solutions, working closely with enterprise architects, developers, and third-party vendors.
- Manage project scope, technical dependencies, operational risks, and delivery roadblocks to ensure projects are delivered on time and within budget while maintaining operational continuity.
- Ensure all technology changes comply with corporate governance, cybersecurity policies, and aviation regulatory requirements.
- Serve as the primary liaison between technical teams, including DevOps, Data Engineering, Network Security, and stakeholders across Guest Experience.
- Prepare and present change records, release plans, and deployment readiness assessments at Change Advisory Board (CAB) meetings.
- Provide regular project updates, budget reports, risk assessments, and executive-level status reporting to leadership and steering committees.
- Manage deployments through the Route to LIVE (RTL) process and associated environment management frameworks.
- Support change, incident, and release management activities using IT Service Management (ITSM) and ITIL best practices.
Education & Experience
- 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 working within IT governance, change management, and regulatory environments.
- Understanding of cloud technologies, APIs, and modern enterprise architectures.
- Proficiency with JIRA, Confluence, Power BI, Smartsheet, and related delivery tools.
- SAFe, PMP, PRINCE2, or similar certifications are preferred.
- Strong stakeholder management, communication, and problem-solving skills.
Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.
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