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Manager – Customer Service & Accessibility
Vistas GlobalCustomer Service·Doha, Qatar·Full-time·Ref: RRF-VG-BSO-2026-101094
About the role
We are seeking a strategic and accomplished professional to lead Customer Service & Accessibility within a dynamic airport environment. The role will drive passenger service excellence, advance accessibility and inclusive travel initiatives, and champion continuous improvement across the end-to-end passenger journey.
What we're looking for
Qualifications & Experience
- Bachelor's degree in a relevant discipline is mandatory; a Master's degree is preferred.
- Minimum 8 years of progressive professional experience within the aviation sector, preferably with Airport Operators, Airport Authorities, or Airport Management Companies.
- Direct exposure to airport operations or airport management organizations is essential.
- Established track record in passenger service management, customer service strategy, and operational excellence.
- Demonstrated expertise in Accessibility Programmes, Persons with Reduced Mobility (PRM) Services, Special Assistance Services, or Inclusive Travel Initiatives is mandatory.
- Proven ability to lead customer-centric transformation, service enhancement programmes, and passenger journey optimization.
- Strong stakeholder engagement capabilities, with the ability to collaborate effectively with airlines, airport operators, regulatory authorities, and senior leadership.
Skills & Competencies
- Airport Operations & Passenger Service Excellence
- Customer Experience (CX) Strategy & Transformation
- Accessibility, PRM & Inclusive Travel Services
- Passenger Journey Optimization
- Service Quality & Continuous Improvement
- Voice of Customer (VoC) & Customer Insights
- Strategic Stakeholder Engagement
- Leadership, Team Development & Performance Management
- Strategic Planning, Decision-Making & Problem-Solving
- Executive Communication & Relationship Management