Jobs at Etihad Airways

Maintains and develops cargo and ground operations manuals, bulletins, procedures, and station documentation. Ensures alignment with aviation regulations, UAE GCAA requirements, safety standards, and company policies. Conducts gap analyses, manages documentation platform access, supports audits and operational changes, communicates station updates, and delivers ground operations training to airline and third-party personnel.

Manage and grow a portfolio of accounts in Jordan by building customer relationships, identifying new business opportunities, executing sales plans, achieving revenue targets, negotiating agreements, and using sales data and market intelligence to guide commercial decisions. Maintain accurate CRM records and collaborate with Etihad’s commercial teams to strengthen market position and drive sustainable revenue growth.

Leads digital products and customer journeys by defining roadmaps, business cases, investment priorities, and product enhancements. Uses AI insights, behavioral analytics, conversion funnels, session replay, NPS, and customer research to identify opportunities and improve digital experiences. Partners with Commercial, Technology, Data, UX, Loyalty, and other stakeholders to deliver personalized, omnichannel capabilities aligned with business goals, customer needs, governance, and measurable outcomes.

Owns end-to-end UX/UI design for web and app experiences, from discovery and research through launch, testing, and optimization. Designs AI-enabled, data-driven customer journeys, leads experimentation and usability testing, monitors commercial and engagement metrics, and collaborates with Product, Technology, Marketing, Commercial, Loyalty, Operations, and Brand teams. The role also contributes to scalable design systems, accessibility, usability, security, and customer trust.

Manage global sponsorship ticketing assets across sports and entertainment partnerships. Coordinate requests, approvals, allocations, issuance, delivery, inventory tracking, stakeholder communications, reporting, and audit documentation. Maintain data across multiple systems, create dashboards, resolve fulfilment issues, support hospitality events, and implement process improvements, automation, and operational efficiencies.

Manage corporate accounts and execute sales plans to achieve revenue targets for Etihad Airways. Responsibilities include analyzing market and competitor information, developing customer relationships, promoting products and services, negotiating commercial agreements, coordinating stakeholders, maintaining CRM data, and identifying business development opportunities.

Leads design strategy for the end-to-end guest journey, translating brand and customer insights into experience principles, opportunities, roadmaps, and implementable solutions. Partners with brand, guest insights, operations, and service teams across digital, physical, and service touchpoints. Establishes design methodologies, governance documentation, and strategic guidelines while identifying initiatives that improve guest experience, NPS, and market positioning.

Supervise cargo and airport ground-handling operations in Guangzhou. Coordinate agents, resources, equipment, maintenance, guest services, and airline partners to ensure safe, timely, compliant handling and turnaround activities. Monitor KPIs, loading operations, operational accuracy, and on-time performance. Provide operating instructions and conduct team briefings and debriefings to identify improvements.

Develop and deploy machine learning, generative AI, LLM, retrieval-augmented generation, and agentic AI solutions. Responsibilities include data analysis, model development, evaluation, monitoring, governance, document intelligence, enterprise integration, stakeholder workshops, and executive communication. The role requires delivering scalable production AI applications, collaborating with engineering teams, and identifying opportunities to automate business processes and generate actionable insights.

Coordinates Contact Centre projects and business improvements across technology, processes, people, policies, and vendors. Governs Knowledge Base content, conducts vendor knowledge assessments, analyzes operational data, documents requirements, supports training and SOPs, and recommends improvements. The role collaborates with Operations, Quality, IT, and service providers to improve content accuracy, operational performance, employee experience, and customer experience.

Develops and maintains Etihad Airways’ Special Assistance, family assistance, and critical incident response capabilities. The role manages volunteer recruitment, training, exercises, audits, readiness assessments, procedures, resources, and external emergency response partnerships. During major disruptions or crises, the manager leads team activation, deployment, rostering, and contracted support from the Emergency Response Centre or international locations. The position also drives continuous improvement and ensures compliance with aviation regulations and international family assistance practices.

Designs, documents, tests, and improves inflight service procedures and hospitality standards across Etihad’s network. Maintains service manuals, product libraries, and multimedia references; analyzes trends, benchmarks, surveys, and audit findings; supports new service concepts, route launches, aircraft entry into service, and post-implementation reviews. Translates customer feedback and operational insights into clear standards and communications that enable consistent onboard guest experiences.

Owns and prioritizes product backlogs for one to two Scrum teams, defining user stories, acceptance criteria, and tests. The Product Owner validates delivered features, coordinates dependencies, supports iteration planning and demos, facilitates retrospectives, and drives improvements in team velocity and quality. The role partners with Product Management on product strategy, vision, roadmap, and delivery, requiring strong Agile, technical, business, communication, and coordination skills.

Leads Etihad’s enterprise-wide Supplier Relationship Management transformation, including the SRM Centre of Excellence, supplier segmentation, performance and risk governance, executive supplier engagement, and digital enablement through Supplier 360, analytics, and AI. The role builds organisational capability, leads a high-performing team, and delivers commercial and operational value across the airline’s strategic supplier ecosystem.

Leads line maintenance shift execution at London Heathrow, directing engineers and technicians, controlling maintenance certification and aircraft release, coordinating defect recovery, and ensuring airworthiness, safety, compliance, documentation, and dispatch reliability. Manages staffing, workforce readiness, disruption response, cross-functional communication, technical records, recurring defect escalation, and team development across a 24/7 airline or MRO operation.

Own and enhance technology products supporting airline Flight Operations and Crew Management. Manage product backlogs, project delivery, technical dependencies, governance, risks, budgets, releases, and deployments through the Route to LIVE process. Translate operational requirements into technical solutions and coordinate architects, developers, vendors, DevOps, data engineering, security, and airline stakeholders. Ensure compliance with cybersecurity policies, aviation regulations, ITSM, and ITIL practices while reporting progress and readiness to leadership and governance boards.

Manage and optimize Etihad Cargo’s freighter network and schedules across short-, medium-, and long-term planning horizons. Responsibilities include capacity and fleet utilization, route profitability analysis, slot portfolio protection, charter requests, schedule publication, budget development, and coordination with operational, commercial, finance, government, and communications stakeholders. The role supports strategic fleet planning, operational compliance, and profitable cargo network expansion.

Leads the short-term maintenance planning team for an Airbus or Boeing fleet. Oversees A-Checks, line planning, maintenance forecasts, airworthiness compliance, scheduling, resource coordination, and risk mitigation. Manages planning across multiple time horizons while aligning maintenance activities with operational and strategic priorities. Mentors planning engineers, drives continuous improvement, and collaborates with Operations, Technical Operations, CAMO, and Strategic Slot Planning teams to optimize fleet availability and operational efficiency.

Supports the continued airworthiness, reliability, maintenance, and technical operation of aircraft engines and APUs. Responsibilities include regulatory compliance, technical support, engine health monitoring, airworthiness directive and service bulletin assessment, engineering documentation, outsourced maintenance coordination, engine removals and shop visits, lease engine management, troubleshooting, and investigation of in-service events. The role also supports modifications, corrective actions, and fleet reliability improvements.

Develop and deliver automation strategies for Airports and Ground Operations, reducing manual intervention and improving productivity, consistency, and quality. Identify, design, build, and manage automation solutions using Office 365 and other applications. Track project progress, report limitations, complete departmental automation projects on schedule, propose innovative solutions, and monitor emerging technologies and best practices.