Technical Product Manager - Guest Experience

Job description

Etihad is looking for a Technical Product Manager for its Guest Experience domain in Abu Dhabi. You will manage and continuously enhance technology products, maintain a prioritised product backlog and ensure projects are delivered in line with governance, cybersecurity and aviation regulations.

Responsibilities

• Own the planning, execution, monitoring, and delivery of technology projects across Guest Experience including technology related to Contact Centre, Complaints Management, Guest Communication, and Guest Experience throughout the travel journey.
• Translate operational business requirements into technical solutions, working closely with enterprise architects, developers, and third-party vendors.
• Manage project scope, technical dependencies, operational risks, and delivery roadblocks to ensure projects are delivered on time and within budget while maintaining operational continuity.
• Ensure all technology changes comply with corporate governance, cybersecurity policies, and aviation regulatory requirements.
• Serve as the primary liaison between technical teams, including DevOps, Data Engineering, Network Security, and stakeholders across Guest Experience.
• Prepare and present change records, release plans, and deployment readiness assessments at Change Advisory Board (CAB) meetings.
• Provide regular project updates, budget reports, risk assessments, and executive-level status reporting to leadership and steering committees.
• Manage deployments through the Route to LIVE (RTL) process and associated environment management frameworks.
• Support change, incident, and release management activities using IT Service Management (ITSM) and ITIL best practices.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field.
• Minimum 5 years in the aviation industry or guest experience field.
• Experience working within 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.
• SAFe, PMP, PRINCE2, or similar certifications are preferred.
• Strong stakeholder management, communication, and problem-solving skills.

Skills

• Change management
• ITIL
• JIRA
• Product management
• Stakeholder management