Ground Product & Standards Officer

Synopsis

Support the Ground Product & Standards team through active coordination of audits, compliance monitoring, reporting, documentation, and vendor performance tracking to ensure global consistency of Etihad’s hub and ground service guest experience standards.

Accountabilities

• Conduct scheduled audits and compliance checks for ground product standards across hub and outstation airports.
• Prepare and maintain audit reports, track findings, and follow up on corrective actions with responsible departments.
• Monitor guest feedback, service performance KPIs, and product delivery data to support reporting requirements for management.
• Assist in the development and update of global service standards, SOPs, product documentation, and operational guidelines.
• Support vendor performance tracking and data collection related to ground service suppliers and contractors.
• Coordinate documentation, meeting notes, and process updates related to product development projects and audits.
• Maintain audit schedules, compliance logs, and ensure timely reporting across the global network.
• Liaise with Global Airports, Service Delivery, Procurement, and Vendor Partners to ensure compliance with established product standards.

Education & Experience

• Bachelor’s Degree, preferred in Hospitality, Business Administration, or related field.
• 4 years of experience in audit, compliance, ground services, or airport guest experience operations.
• Experience with service standards documentation, data reporting, and audit preparation.
• Proficiency in Excel, PowerPoint, and reporting tools; familiarity with data dashboards is an advantage.