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Manager - Operational Strategy, Passenger Journey

Strategy & Development






Manager - Operational Strategy, Passenger Journey



The Strategy and Development Research team are responsible for developing the future capacity and experience requirements for Dubai Airports.  The Operational Strategy team are accountable for determining how existing and future projects requiring operational changes are entered into service to maximise operational efficiency, resilience, and ensure the most effective utilisation of capacity. 



Job Purpose



Joining our Operational Strategy team, you will be accountable for reviewing or developing, and maintaining Dubai Airports’ Concept of Operations for the Passenger and Baggage end-to-end journey, defining how to plan and operate optimised airport operations over the short medium- and long-term.  With your help, we will make sure that we continue to improve our customer experience, operational efficiency, and resilience; delivering the highest service levels and averting potential problems before they can occur. 



Qualifications and Education


In this role, you will need a master’s degree level qualification in Aviation Management or similar. 




Alongside considerable senior level experience in aviation management, you will need in depth knowledge of Airport, Airline or Ground Handling operations and planning, and demonstrable experience in developing, leading, and delivering long term strategic and change initiatives in an operational environment.


You should also have:


  • An in-depth understanding of airport touchpoints and end-to-end flow performance, including check-in, baggage, landside access, security and immigration

  • Capacity Planning and/or Operations Planning experience, focusing on Terminal or Baggage functional areas

  • Experience of disrupted operation management and business continuity planning

  • Experience in developing technology roadmaps supporting advanced decision-support tools

  • Excellent negotiation and interpersonal skills

  • Strong leadership and change-management abilities.




Developmental training is required in any area for professional development and/or mandatory purposes.




In depth knowledge of airport operations (check-in, baggage, landside access, security and immigration, etc.).


• Comprehensive understanding of airport capacity and operational planning processes.


• Experience of disrupted operation management and business continuity planning.


• Awareness and understanding of local, federal, and international aviation regulations (GCAA, ICAO, IATA)


• Highly effective influence and negotiation skills in a stakeholder-driven environment.


• Strong commercial understanding of business operation and airport processes.


• Ability to produce, review and interpret operational data to aid decision making.


• Aptitude to fit quickly into a variety of airport and stakeholder project teams.


• Communication and interpersonal skills leading to a consultative approach within a corporate / multifunctional, multicultural environment.


• Ability to disseminate problems and determine realistic solutions to complex operational issues considering multiple data sources and solution techniques.


• Extremely effective interpersonal skills, ability to listen and communicate well within and outside of own’s team or organizations, at various levels e.g. senior management, line management and subordinates.


• Highly-developed negotiation and influencing skills in a stakeholder-driven environment,


• Ability to lead change through others.


• Ability to priorities effectively, work well under pressure and have an enthusiasm and drive to see projects through to a successful conclusion.