Assistant Manager / Manager, Experience & Operations Transformation

About the Role

The Airport Operations Strategy & Transformation (AOST) team, forming an innovation core within the Airport Management cluster, is dedicated to advancing airport operations through transformational initiatives. This position leads airport-wide change efforts aimed at enhancing passenger experience and operational efficiency by integrating strategy, product development, and execution. Collaboration with operational teams, technology units, data specialists, and external partners is essential to design, implement, and scale impactful solutions within complex, live airport settings.

Key Responsibilities

• Lead the full transformation lifecycle from problem identification, conceptualization, pilot testing, development, deployment, through to adoption of new solutions.
• Interpret passenger, operational, and commercial requirements into clear roadmaps and project specifications.
• Supervise delivery of technologies involving Generative AI, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and autonomous agent systems.
• Execute scalable trials and implementations in operational environments that are live and dynamic.
• Manage multi-workstream programmes, ensuring coordination among varied dependencies.
• Facilitate alignment among internal stakeholders and external partners to refine problems, establish requirements, and champion change initiatives.
• Define and monitor metrics to assess success, using data and continuous feedback to optimize outcomes.

Required Qualifications and Skills

• A Bachelor’s degree or equivalent qualification with a minimum of 3 years relevant experience.
• Capability to balance strategic planning with practical execution.
• Adaptability to operate effectively amidst ambiguity and shifting priorities.
• Proficient stakeholder management and persuasive communication skills.
• Strong verbal and written communication skills characterized by clarity and structure.
• Proven experience in leading multifaceted, cross-disciplinary initiatives across digital, product, or operational domains.
• Basic understanding of AI-driven systems and their real-world applications; familiarity with technical elements of systems, data, or software development is advantageous.

Why Join Our Team

• Engage in impactful transformation projects at a globally renowned airport.
• Leverage cutting-edge technologies to solve problems at scale.
• Work at the convergence of customer experience, airport operations, and technological innovation in a rapidly evolving environment.