Manager – Customer Service & Accessibility

We are seeking a strategic and accomplished professional to lead Customer Service & Accessibility within a dynamic airport environment. The role will drive passenger service excellence, advance accessibility and inclusive travel initiatives, and champion continuous improvement across the end-to-end passenger journey.

Qualifications & Experience

• Bachelor's degree in a relevant discipline is mandatory; a Master's degree is preferred.
• Minimum 8 years of progressive professional experience within the aviation sector, preferably with Airport Operators, Airport Authorities, or Airport Management Companies.
• Direct exposure to airport operations or airport management organizations is essential.
• Established track record in passenger service management, customer service strategy, and operational excellence.
• Demonstrated expertise in Accessibility Programmes, Persons with Reduced Mobility (PRM) Services, Special Assistance Services, or Inclusive Travel Initiatives is mandatory.
• Proven ability to lead customer-centric transformation, service enhancement programmes, and passenger journey optimization.
• Strong stakeholder engagement capabilities, with the ability to collaborate effectively with airlines, airport operators, regulatory authorities, and senior leadership.
• Airport Operations & Passenger Service Excellence
• Customer Experience (CX) Strategy & Transformation
• Accessibility, PRM & Inclusive Travel Services
• Service Quality & Continuous Improvement
• Voice of Customer (VoC) & Customer Insights
• Strategic Stakeholder Engagement
• Leadership, Team Development & Performance Management
• Strategic Planning, Decision-Making & Problem-Solving
• Executive Communication & Relationship Management