Job Description

Make an Impact Behind Every Customer Interaction

At Etihad, every customer journey is powered by exceptional people, robust processes, and continuous innovation. We are looking for a highly analytical and proactive Project Officer to join our Contact Centre Business Improvement team.

This is a unique opportunity to shape how knowledge, processes, systems, and operational improvements are delivered across our global Contact Centre network. Working closely with the Manager Business Improvement, you will play a key role in driving projects, enhancing knowledge management practices, supporting vendor performance, and delivering insights that improve both employee and customer experiences.

If you enjoy solving complex challenges, working with data, improving processes, and collaborating with diverse stakeholders, this role offers excellent exposure and growth within a dynamic airline environment.

What are the accountabilities:

• Coordinates and monitors Contact Centre projects and business improvements across technology, processes, people, policies, and vendors.
• Supports vendor manpower services, technology deployments, and operational improvements with internal and external stakeholders.
• Engages stakeholders to review progress, validate requirements, manage relationships, and communicate project and Knowledge Base updates.
• Creates, maintains, and governs Knowledge Base articles and pre-written content for clarity, accessibility, and style compliance.
• Works with Operations, Quality, IT, and service providers to identify content gaps and improve Knowledge Base accuracy and usability.
• Optimizes Knowledge Base structure, records, content organization, and search to improve access, data integrity, and user experience.
• Manages monthly vendor Knowledge Assessments, including coordination, completion tracking, dashboard updates, reporting, and follow-up.
• Reviews Knowledge Base content for business relevance, operational needs, and compliance with Etihad policies and requirements.
• Documents business and technical requirements and uses operational data, customer insights, and best practice to recommend improvements.
• Supports training, reference materials, and SOPs for projects, search, content administration, and Knowledge Base use.
• Manages complex programmes and projects, balancing priorities, expectations, risks, and tasks against Contact Centre strategy.
• Applies sound judgement, autonomy, flexibility, and influencing skills while considering internal and external delivery factors.

Qualifications

• University graduate
• Strong analytical thinking, self-management, customer focus, and stakeholder coordination skills
• Experience supporting operational initiatives, process improvements, content governance, and change implementation
• Strong knowledge of contact centre operations, policies, processes, service delivery, and supporting technologies
• Proficiency in contact centre systems, knowledge management tools, reporting applications, and Microsoft Office
• Experience coordinating with internal teams and external service providers, with strong communication, influencing, and consultation skills
• At least three years’ experience in airline contact centre operations, knowledge management, business improvement, or a related operational environment

Additional Information

Why Join Us?

This role offers the opportunity to:

• Influence the performance of a global Contact Centre operation.
• Work on high-impact business improvement and transformation initiatives.
• Gain exposure across Operations, Quality, Technology, Learning, and Vendor Management teams.
• Use data and insights to drive measurable operational improvements.
• Develop expertise in knowledge management, project coordination, and operational excellence within one of the world's leading airlines.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.