Job Title: Associate Manager - Airport Service Design
Industry: Aviation / Customer Experience
Location: Gurugram/Delhi
Job Type: Full-time
Minimum Qualification: MBA / Master's in Strategy, CX, Marketing, Project Management, or a related field from a reputed institute
Experience
- 9+ years of aviation experience
Roles And Responsibilities
- Identify and address customer pain points, developing solutions to enhance the airport experience
- Leverage advanced technology and stakeholder collaboration to improve operational efficiency and customer convenience
- Benchmark against industry leaders to create innovative airport service processes and tools
- Engage with CXOs and senior leaders, presenting financial models, impact analyses, and aligning projects with organizational goals
- Drive change management initiatives by leading staff training, ensuring successful project rollouts, and monitoring project progress
- Collaborate with cross-functional teams, including Airport Operations and F&B, to ensure cohesive execution of service design projects
- Stay abreast of industry trends and incorporate technological advancements to meet business needs
- Oversee financial aspects of projects, ensuring cost-effective execution within budget
- Ensure seamless interaction with external partners to streamline operations, highlighting process efficiencies
- Utilize the Plan-Do-Check-Act (PDCA) framework to drive continuous improvements in service design and project outcomes
Qualifications & Skills
- Strong strategic foresight and business acumen
- Excellent negotiation, persuasive, and interpersonal skills
- Project management expertise with a focus on customer centricity
- Stakeholder management and competitor awareness
- Innovation and creativity in solution development
- Effective communication and collaboration across teams