Technical Product Manager - Guest Experience

Role overview

Product and project delivery

• Own planning, execution, monitoring, and delivery of Guest Experience technology projects covering contact centre, complaints management, guest communication, and the travel journey.
• Translate operational requirements into technical solutions with enterprise architects, developers, and third-party vendors.
• Manage scope, dependencies, operational risks, and delivery roadblocks; deliver on time and within budget while maintaining operational continuity.

Governance and releases

• Ensure technology changes comply with corporate governance, cybersecurity policies, and aviation regulatory requirements.
• Liaise between DevOps, Data Engineering, Network Security, and Guest Experience stakeholders.
• Prepare change records, release plans, and deployment readiness assessments for Change Advisory Board meetings.
• Manage deployments through Route to LIVE and associated environment management frameworks.
• Support change, incident, and release management using ITSM and ITIL best practices.

Reporting

• Provide project updates, budget reports, risk assessments, and executive-level status reporting to leadership and steering committees.

Education and experience

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• At least five years in the aviation industry or guest experience field.
• Experience in IT governance, change management, and regulatory environments.
• Understanding of cloud technologies, APIs, and modern enterprise architectures.
• Proficiency with JIRA, Confluence, Power BI, Smartsheet, and related delivery tools.
• Strong stakeholder management, communication, and problem-solving skills.

Preferred certifications

• SAFe, PMP, PRINCE2, or similar certifications are preferred.

About Etihad Airways