Role overview

This is a full-time Technical Product Manager position focused on Guest Experience technology at Etihad Airways, the UAE’s national airline. You will oversee the development and enhancement of technology products spanning contact centres, complaints management, guest communications, and the overall travel journey, while bridging operational business needs with technical IT delivery in a complex aviation environment.

Key responsibilities

Own the planning, execution, monitoring, and delivery of technology projects across all Guest Experience domains, including contact centre systems, complaints handling, communications platforms, and customer-facing solutions throughout the travel journey.
Translate operational business requirements from airline teams into technical solutions by collaborating with enterprise architects, development teams, and external vendors.
Manage project scope, technical dependencies, operational risks, and delivery obstacles to ensure on-time and on-budget project completion while maintaining airline operations.
Ensure all technology changes comply with corporate governance frameworks, cybersecurity policies, and aviation regulatory requirements.
Act as primary liaison between technical teams including DevOps, Data Engineering, and Network Security, and Guest Experience stakeholders across the organization.
Prepare and present change records, release plans, and deployment readiness assessments at Change Advisory Board meetings.
Deliver regular project updates, budget reporting, risk assessments, and executive-level status reports to leadership and steering committees, and manage deployments through the Route to LIVE process using IT Service Management and ITIL best practices.

Requirements

Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a closely related field.
Minimum five years of professional experience in the aviation industry or guest experience domain.
Proven experience working within IT governance frameworks, change management, and regulated operational environments.
Working knowledge of cloud technologies, APIs, and modern enterprise architectures.
Proficiency with JIRA, Confluence, Power BI, Smartsheet, and comparable project delivery and reporting tools.
Strong stakeholder management, communication, and problem-solving capabilities.
Certifications in SAFe, PMP, PRINCE2, or similar methodologies are preferred but not required.

What makes this role worth considering

Etihad Airways operates from Abu Dhabi as a major global carrier, currently pursuing an ambitious “Journey 2030” strategy to double its fleet and expand its network. This role places you at the intersection of airline operations and technology innovation, working with cross-functional technical teams in a regulated industry where your decisions directly impact millions of passengers.

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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