Accountabilities

• Define and lead the PMO strategy to support all guest experience-related initiatives, including new product rollouts, hospitality upgrades, and service innovation projects.
• Ensure portfolio governance through structured business case evaluation, prioritization frameworks, and executive reporting to align with Etihad’s customer experience objectives.
• Partner closely with Product owners, Technical Operations, Cabin Services, Ground Operations, Marketing, and Brand teams to deliver integrated, cross-functional programs that drive measurable enhancements in guest satisfaction.
• Establish and continuously improve PMO standards, methodologies, and tools—adapting both waterfall and agile approaches depending on the initiative.
• Monitor project and portfolio performance through KPIs, risk assessments, and stakeholder dashboards, ensuring transparency and accountability across all programs.
• Oversee vendor and partner coordination on key programs, ensuring timelines, budgets, and brand standards are upheld.
• Coach and lead a team of project and program managers, fostering a high-performance culture rooted in collaboration and excellence.
• Facilitate change management processes and ensure cross-departmental alignment for smooth implementation of new guest-facing products and services.

Education & Experience

• Bachelor’s degree in Business Administration, Hospitality Management, Aviation, or a related field; a Master’s degree is preferred.
• 7–10 years of experience in program or project management, preferably within the aviation, luxury hospitality, or travel sectors.
• Proven track record of managing large-scale customer experience, hospitality, or service delivery programs in a matrixed, multinational environment.
• Certification in project/program management methodologies such as PMP, PRINCE2, or Agile (Scrum, SAFe) is preferred.
• Demonstrated ability to communicate effectively with C-level stakeholders and manage cross-functional teams.
• Strong understanding of airline operations, guest experience trends, and hospitality innovation.
• Proficiency in portfolio reporting tools (e.g., Power BI, Smartsheet, or other PPM platforms) is a plus.