Role overview

This position supports Etihad Airways’ Guest Services function by overseeing the knowledge management system and content that enables teams to deliver consistent, high-quality service. You will lead the governance and continuous improvement of operational information, procedures, and policies across internal teams and service providers, acting as a central point for knowledge strategy and performance insights.

Key responsibilities

Manage the Guest Services Knowledge Base to ensure all content is accurate, current, compliant, and aligned with business needs.
Partner with internal stakeholders and service providers to assess how changes to processes, products, systems, and policies affect knowledge requirements and communicate updates promptly.
Create and maintain knowledge articles, operational guides, quick reference materials, and learning content that support service readiness and consistency.
Coordinate content reviews and governance activities to verify that information remains relevant, approved, and meets operational standards.
Support the launch of new products, services, system upgrades, and process changes by ensuring knowledge materials and guidance reach all affected teams effectively.
Analyse Knowledge Base usage patterns, search trends, assessment results, quality data, and feedback to identify gaps and improvement opportunities.
Produce and review reports on knowledge performance, adoption rates, and content effectiveness, translating findings into actionable recommendations to strengthen operations.

Requirements

Bachelor’s degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or a related field.
Four years of professional experience in knowledge management, content management, quality assurance, learning and development, operations support, or customer service.
Demonstrated ability to engage cross-functional stakeholders and manage relationships with outsourced service providers.
Proven track record in knowledge governance, operational communications, and content management practices.
Strong capability in analysing performance data, quality findings, assessments, and operational trends to drive continuous improvement.
Proficiency with knowledge management platforms, reporting tools, and Microsoft 365 applications.
Experience in aviation, contact centre, hospitality, or the service industry is preferred.

What makes this role worth considering

This role offers the opportunity to work with Etihad Airways, the UAE’s national airline, as it pursues its “Journey 2030” ambition to expand its fleet, network, and workforce. Based in Abu Dhabi, you will play a key part in shaping how knowledge and information flows across a global aviation organization, directly supporting the delivery of exceptional guest experiences.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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