Project Officer

• Reviews Knowledge Base content for business relevance, operational needs, and compliance with Etihad policies and requirements.

• Documents business and technical requirements and uses operational data, customer insights, and best practice to recommend improvements.

• Supports training, reference materials, and SOPs for projects, search, content administration, and Knowledge Base use.

• Manages complex programmes and projects, balancing priorities, expectations, risks, and tasks against Contact Centre strategy.

• Applies sound judgement, autonomy, flexibility, and influencing skills while considering internal and external delivery factors.

Qualifications

• University graduate

• Strong analytical thinking, self-management, customer focus, and stakeholder coordination skills

• Experience supporting operational initiatives, process improvements, content governance, and change implementation

• Strong knowledge of contact centre operations, policies, processes, service delivery, and supporting technologies

• Proficiency in contact centre systems, knowledge management tools, reporting applications, and Microsoft Office

• Experience coordinating with internal teams and external service providers, with strong communication, influencing, and consultation skills

• At least three years’ experience in airline contact centre operations, knowledge management, business improvement, or a related operational environment

Additional Information

Why Join Us?

This role offers the opportunity to:

• Influence the performance of a global Contact Centre operation.
• Work on high-impact business improvement and transformation initiatives.
• Gain exposure across Operations, Quality, Technology, Learning, and Vendor Management teams.
• Use data and insights to drive measurable operational improvements.
• Develop expertise in knowledge management, project coordination, and operational excellence within one of the world's leading airlines.

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.

To learn more visit www.etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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المصدر: صفحة وظائف Etihad Airways