Manager Customer Service and Accessibility

About the role:

Hamad International Airport is seeking a highly skilled and organized individual to join our team as Manager Customer Service and Accessibility. If you thrive in a dynamic environment, possess excellent customer service experience, develop and implement customer service strategies, communication skills, and have a proven track record in fostering a culture of continuous improvement and inclusivity and, can help us to achieve this ambition by:

• Support MATAR customer experience strategic objectives to provide a continuous path of improvement for airports in the area of accessibility for passengers with disabilities.

• Develop and implement policies, programs and processes that demonstrate a continuous evolving strategy to measure, evaluate, and improve HIA accessibility management and culture

• Delivers customer-oriented metrics and analytics by evaluating available data and methods to select measurements, reports and metrics that provide clear and valuable insights about customer needs and satisfaction.

• Driving innovation in service delivery, leveraging technology to improve responsiveness and inclusivity

• Manages and takes end to end ownership of customer service strategy for MATAR Terminal Operations and develops and implements customer service policies, standards, and procedures to maintain or increase customer satisfaction.

• Support terminal operations shift leaders to monitor and manage the day-to-day delivery of customer service policies, standards, and procedures to maintain or increase customer satisfaction.

• Manage, control and monitor the training programs (customer service & accessibility) for MATAR employees and stakeholders to ensure their skills and knowledge contribute to maintain and improve customer satisfaction.