Are you looking for a career opportunity in the aviation industry? Here’s your opportunity to have a great career with a world-class airline company.
Why Join Us?
- Asia’s First and Longest-Serving Airline
- Get a chance to enjoy travel perks for you and your family
- A collaborative work culture and environment
Who Are We Looking For?
- Possess a Bachelor's degree in any course.
- Strong background in customer experience, service quality, operations, or compliance—ideally within aviation, hospitality, or related industries
- Proven leadership experience managing teams and cross-functional initiatives
- Expertise in service design, process improvement, or auditing
- Ability to influence senior leaders and drive organization-wide change
- Strong analytical skills and experience producing executive-level reports
- Excellent communication and stakeholder management capabilities
What’s The Role All About?
As part of the Customer Experience Department, the Service Excellence Standards Manager will lead the team responsible for monitoring the consistency and quality of service standards across the various touchpoints. In this role, the Manager will collaborate with touchpoint leaders to ensure compliance, identify opportunities, and drive continuous improvement to attain service excellence throughout the customer journey.
Major Responsibility Areas
- Lead a team overseeing service standard assessment program and enhancement initiatives.
- Design and implement service assessment methodology spanning across customer touchpoints,
- Drive compliance with internal product and service standards based on assessment findings
- Collaborate with department heads and touchpoint leaders to discuss assessment results, resolve gaps, and champion continuous improvement.
- Provide strategic CX insights to senior executives, influencing company-wide service policies and initiatives.
- Coordinate with Customer Experience Learning team on training opportunities ensure frontline staff are equipped to deliver our service promise.
- Generate business-critical analytics and reports on service performance, employee and executive feedback, and compliance outcomes.
- Lead cross-functional CX projects aimed at enhancing the overall passenger experience.
- Engage external stakeholders, including regulators, representing PAL in discussions on service standards and compliance.
