Project Officer

Make an Impact Behind Every Customer Interaction
At Etihad, every customer journey is powered by exceptional people, robust processes, and continuous innovation. We are looking for a highly analytical and proactive Project Officer to join our Contact Centre Business Improvement team.
This is a unique opportunity to shape how knowledge, processes, systems, and operational improvements are delivered across our global Contact Centre network. Working closely with the Manager Business Improvement, you will play a key role in driving projects, enhancing knowledge management practices, supporting vendor performance, and delivering insights that improve both employee and customer experiences.
If you enjoy solving complex challenges, working with data, improving processes, and collaborating with diverse stakeholders, this role offers excellent exposure and growth within a dynamic airline environment.
What are the accountabilities:
• Coordinates and monitors Contact Centre projects and business improvements across technology, processes, people, policies, and vendors.
• Supports vendor manpower services, technology deployments, and operational improvements with internal and external stakeholders.
• Engages stakeholders to review progress, validate requirements, manage relationships, and communicate project and Knowledge Base updates.
• Creates, maintains, and governs Knowledge Base articles and pre-written content for clarity, accessibility, and style compliance.
• Works with Operations, Quality, IT, and service providers to identify content gaps and improve Knowledge Base accuracy and usability.
• Optimizes Knowledge Base structure, records, content organization, and search to improve access, data integrity, and user experience.
• Manages monthly vendor Knowledge Assessments, including coordination, completion tracking, dashboard updates, reporting, and follow-up.
• Reviews Knowledge Base content for business relevance, operational needs, and compliance with Etihad policies and requirements.
• Documents business and technical requirements and uses operational data, customer insights, and best practice to recommend improvements.
• Supports training, reference materials, and SOPs for projects, search, content administration, and Knowledge Base use.
• Manages complex programmes and projects, balancing priorities, expectations, risks, and tasks against Contact Centre strategy.
• Applies sound judgement, autonomy, flexibility, and influencing skills while considering internal and external delivery factors.
• University graduate
• Strong analytical thinking, self-management, customer focus, and stakeholder coordination skills
• Experience supporting operational initiatives, process improvements, content governance, and change implementation
• Strong knowledge of contact centre operations, policies, processes, service delivery, and supporting technologies
• Proficiency in contact centre systems, knowledge management tools, reporting applications, and Microsoft Office
• Experience coordinating with internal teams and external service providers, with strong communication, influencing, and consultation skills
• At least three years’ experience in airline contact centre operations, knowledge management, business improvement, or a related operational environment

Employment type
Full-time

Work arrangement
No