Manager, Optimization & Digitalization

Synopsis

To support the Senior Manager in driving operational efficiency, process automation, and optimization initiatives within the Guest Delivery division. The Manager will play a pivotal role in identifying, developing, and implementing intelligent automation solutions, AI-driven processes, and digital enhancements across contact centers, guest experience touchpoints, and operational workflows..
 

Other Responsibilities :
 

• Identify process inefficiencies and support end-to-end re-engineering initiatives by leveraging digital tools, AI, and automation technologies.
• Assist in designing and deploying intelligent automation (IA) and AI solutions for guest-facing channels such as contact centers, chatbots, WhatsApp, and social media.
• Work closely with the Senior Manager and cross-functional teams to test, implement, and refine digital use cases aimed at enhancing guest experience and operational productivity.

Accountabilities

• Manage and monitor the progress and effectiveness of automation projects, ensuring alignment with strategic objectives and KPIs.
• Collaborate with operational SMs to digitalize performance monitoring, KPI tracking, quality assurance, and complaint resolution workflows.
• Lead process mapping and documentation efforts to clearly define optimized operational flows and digital solutions.
• Actively contribute to the agile and design-thinking methodologies, promoting continuous improvement culture within Guest Delivery teams.
• Conduct regular analysis of automation performance metrics, cost savings, and guest satisfaction outcomes to identify further improvement opportunities.
• Liaise effectively with Digital Technology & Innovation (DTI) and other internal stakeholders to ensure seamless implementation and integration of digital initiatives.

Education & Experience

• Bachelor’s degree in business, Information Technology, Digital Transformation, or a related field.
• Minimum of 5 years’ experience in process automation, digital transformation, or operational excellence roles, preferably within airlines, hospitality, or customer service-focused industries.
• Proficiency in automation tools, CRM platforms, AI technologies, and digital transformation methodologies.
• Demonstrated experience in process mapping, workflow optimization, and implementing digital solutions.
• Strong analytical skills, stakeholder engagement capabilities, and excellent communication skills.
• Familiarity with agile practices and continuous improvement methodologies (Lean, Six Sigma) is highly preferred.