Operational Manager Customer Experience

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Operational Manager Customer Experience role involves leading customer-facing operations, improving service standards and ensuring smooth, consistent experiences across Emirates’ service channels. Candidates are generally expected to have a degree or equivalent qualification, several years of experience in customer service, aviation, hospitality or operations, and proven people-management skills. Strong communication, problem-solving and decision-making abilities are essential, along with confidence using performance data and operational systems. The successful candidate should be comfortable working in a fast-paced, multicultural environment, managing teams, handling escalated customer issues and delivering measurable improvements in satisfaction, efficiency and service quality. Flexibility to work shifts, weekends and public holidays may also be required.

About the employer

Emirates is one of the world’s best-known international airlines and the flagship carrier of the United Arab Emirates. Headquartered in Dubai, the airline operates a large global network connecting the Middle East with destinations across Europe, Asia, Africa, the Americas and Australasia. Emirates is recognised for its wide-body fleet, premium onboard service and strong focus on customer experience. The Emirates Group also includes dnata, which provides airport services, catering and travel-related operations in many countries. Employees work in a highly international environment alongside colleagues from numerous nationalities. Benefits for eligible employees may include tax-free salary, annual leave, medical coverage, travel benefits and, depending on the position, accommodation or transportation support. Operational management roles typically offer opportunities to develop leadership expertise within a major aviation and tourism hub.