Passenger Service and Quality Manager

1. Supervise daily passenger service operations to ensure smooth, efficient, and high-quality service delivery across all touchpoints.

2. Develop and implement service improvement strategies to enhance passenger satisfaction and deliver a seamless travel experience.

3. Monitor and analyze customer feedback, service KPIs, and complaints to identify trends, drive improvements, and maintain high service standards.

4. Establish and maintain quality management system, conducting regular inspections or audits to ensure compliance with company policies and service standards

5. Coordinate with cross-functional departments, airline clients, airport authorities (e.g. AOT), and external partners to ensure cohesive service delivery and alignment with organizational goals.

6. Establish and maintain quality management system and oversee compliance with SOPs, SLAs, and customer requirements.

7. Lead the passenger service team by coaching, evaluating performance, and fostering a high-performance and service-minded culture.

8. Oversee the Service Training Academy and ensure the development and execution of scalable training programs that align with operational and business objectives.

9. Manage manpower planning, scheduling, and team deployment based on traffic forecasts and operational demands.

10. Handle escalated service issues and ensure a structured complaint resolution process is in place.

11. Maintain and regularly update SOPs, service manuals, procedures and work instruction, and compliance documentation to ensure operational consistency and readiness.

12. Promote innovation in service delivery by identifying and applying digital tools, automation, or process improvements to elevate customer experience.

13. Drive employee engagement and internal communication initiatives that support continuous learning, recognition, and cultural alignment within the service team.

14. Support strategic planning and budgeting for the passenger service function, ensuring effective resource allocation and alignment with corporate priorities.

15. Prepare reports on service performance and quality metrics and report to AVP-Service Operations Management