Manager Product & Service Quality

Company Description

Job Description

Lead the quality assurance and continuous improvement of Etihad’s products, services and hospitality experience. The role assesses compliance with approved product specifications, service design standards, operational procedures and brand requirements, identifies gaps between intended and delivered experiences, and drives corrective actions to improve quality, consistency and operational effectiveness across the end-to-end guest journey.

• Product Process Quality Assurance – Assess Product Development teams’ compliance with approved development processes, governance requirements, specifications and implementation standards. Identify control gaps, risks and deviations, and track agreed corrective actions to closure.
• Product Quality & Implementation – Review products across cabins and guest touchpoints to verify that approved specifications, quality requirements and intended guest outcomes are correctly implemented and maintained.
• Service Design Assurance – Assess Service Design outputs against approved experience principles, service standards, operating procedures and brand requirements. Confirm that service concepts are clear, complete, operationally executable and supported by defined quality measures.
• Service Delivery Quality – Evaluate Cabin Crew and relevant operational teams’ delivery against approved service design and hospitality standards through structured observations, service assessments, guest feedback and performance indicators. Identify gaps between intended and actual delivery.
• Cross-functional Quality Reviews – Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges and other relevant guest experience teams, using consistent criteria and documented evidence.
• Findings, Corrective Actions & Closure – Document findings, assess root causes and agree corrective action plans with accountable business owners. Monitor progress, verify implementation and confirm that actions have addressed the identified gap.
• Quality Standards & Governance – Support the development and maintenance of product, service and hospitality standards, review criteria, quality scorecards and reporting frameworks. Ensure requirements remain relevant, measurable and aligned across functions.
• Continuous Improvement – Use review findings, guest feedback, complaints, operational insight and performance trends to identify recurring issues and improvement opportunities. Translate insights into prioritised recommendations and sustainable product and service enhancements.