Manager Customer Service and Accessibility

Role Overview

We are searching for a highly organized and experienced Manager for Customer Service and Accessibility at Hamad International Airport in Doha. This role demands a dynamic professional with a strong foundation in customer service, an ability to formulate and execute strategic initiatives, excellent communication skills, and a background in fostering continuous improvement and inclusivity.

Key Responsibilities

• Support and advance the MATAR customer experience strategy focusing on enhancing accessibility for passengers with disabilities across airport facilities.
• Design and enforce evolving policies, programs, and processes that continuously assess and improve accessibility management and promote an inclusive culture within HIA.
• Develop and deliver customer-centric metrics and analyze data to generate actionable insights into passenger needs and satisfaction levels.
• Innovate and optimize service delivery by employing advanced technologies to increase responsiveness and inclusivity.
• Own the complete customer service strategy for MATAR Terminal Operations, developing and implementing policies and standards that sustain or elevate customer satisfaction.
• Assist terminal operations shift leaders in monitoring and enforcing daily adherence to customer service policies, standards, and procedures.
• Oversee and assess training programs targeting customer service and accessibility for MATAR staff and relevant stakeholders to ensure consistent improvement in customer satisfaction.

Candidate Profile

• Holds a college or university degree at minimum at the bachelor's level or equivalent.
• Possesses eight or more years of relevant experience in customer service management and accessibility.
• Demonstrates strong senior-level influencing and stakeholder relationship management skills with a proven ability to balance diverse interests.
• Exhibits strategic thinking capabilities and acts as a change agent, able to challenge existing methods and propel initiatives forward.
• Strong leadership skills that empower teams, promote individual autonomy, and encourage initiative.
• Experienced in delegation, workflow management, mentoring, coaching, and fostering teamwork among staff members.