Manager Customer Service & Accessibility

Overview

Hamad International Airport is in search of an experienced and highly organized Manager for Customer Service and Accessibility to enhance the passenger experience, particularly focusing on accessibility for passengers with disabilities. The role involves strategic development, implementation, and continuous improvement of customer service and accessibility initiatives.

Key Responsibilities

• Support MATAR's strategic objectives to continually improve airport accessibility for disabled passengers.
• Create, execute, and refine policies, programs, and procedures to foster an evolving accessibility management strategy and inclusive culture at HIA.
• Analyze and deliver customer-centric metrics, evaluations, and reports that provide actionable insights into customer needs and satisfaction.
• Drive innovation in service delivery by leveraging technology to enhance responsiveness and inclusivity.
• Own and manage the overall customer service strategy for MATAR Terminal Operations, including developing policies, standards, and procedures to sustain or improve customer satisfaction.
• Assist terminal operations shift leaders in overseeing daily implementation and compliance with customer service policies to maintain or increase satisfaction levels.
• Oversee training initiatives focused on customer service and accessibility for MATAR employees and stakeholders to reinforce skill development and improve customer experience.

Qualifications and Experience

• Bachelor’s degree or equivalent from a relevant college or university.
• A minimum of 8 years of relevant professional experience.
• Demonstrated senior-level influencing and relationship management abilities, adept at balancing and addressing diverse stakeholder interests.
• Strategic thinker with capability to challenge current practices and effectively lead change initiatives.
• Proficient people management skills that create empowering environments, encourage individual accountability and initiative.
• Strong managerial competencies including delegation, direction setting, workflow management, mentoring, coaching, and team development.

Additional Information

The role is based in Doha at Hamad International Airport and supports terminal operations with an emphasis on accessibility improvements. The closing date for applications is July 23, 2026.