Knowledge base and content controller-UAE Nationals Only

Role overview

Responsibilities

• Manage the Guest Services Knowledge Base and ensure content is accurate, current, compliant, and aligned with business requirements.
• Assess process, product, system, and policy changes with stakeholders and service providers; coordinate timely knowledge updates.
• Develop knowledge articles, operational communications, quick reference guides, and learning content.
• Coordinate content reviews and governance to keep information relevant, approved, and aligned with operational standards.
• Support readiness for new products, services, system enhancements, and process changes with knowledge and guidance materials.
• Monitor knowledge-base usage, search trends, assessment results, quality findings, and operational feedback to identify gaps.
• Partner with Operations, Quality, and Learning and Development on capability gaps, training, awareness campaigns, and learning interventions.
• Analyze knowledge performance, adoption, assessment outcomes, and content effectiveness; recommend operational and governance improvements.

Qualifications

• Four years of experience in Knowledge Management, Content Management, Quality, Learning and Development, Operations Support, or Customer Service environments.
• Experience managing cross-functional stakeholders and outsourced service providers.
• Proven knowledge governance, operational communications, and content management experience.
• Experience analyzing performance data, quality findings, assessments, and operational trends to drive improvements.
• Proficiency in knowledge management platforms, reporting tools, and Microsoft 365 applications.
• A bachelor's degree is preferable in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or a related discipline.
• Aviation, contact centre, hospitality, or service-industry experience is preferred.

About Etihad Airways