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.
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.
The United Arab Emirates is not an island, but it is a popular Gulf destination made up of seven emirates, with Dubai and Abu Dhabi offering the largest employment markets. Job opportunities are strong in aviation, airports, hospitality, tourism, logistics, retail, technology, finance and construction. The culture combines Islamic traditions with a highly international lifestyle; respectful dress and behaviour are expected, particularly in public and religious places. Dubai offers modern housing, restaurants, beaches and entertainment, while Abu Dhabi is generally quieter and more family-oriented. Summers are extremely hot, so air-conditioned living and transport are important. Most expatriates need employer-sponsored residence visas, usually arranged after accepting a job; medical checks and Emirates ID registration are part of the process. Candidates should confirm housing, insurance, schooling and relocation allowances before moving, as living costs can be high.
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