Customer Service Manager – Ground Operations

About the role

The Customer Service Manager – Ground Operations is responsible for overseeing daily airport activities at the assigned station, ensuring safety, security, on‑time performance and operational efficiency in line with Air Arabia policies and regulatory requirements.

Key responsibilities

• Act as the central point for all operational and security matters at the station, coordinating with Flight Operations, MCC and other stakeholders.
• Monitor and enforce compliance with current policies, procedures, manuals and training certifications.
• Identify causes of delays, manage AOG situations, emergencies, technical disruptions and service recovery actions.
• Develop and maintain relationships with civil aviation authorities, ground handling agents, security agents, suppliers and vendors to optimise station performance and cost efficiency.
• Oversee Service Level Agreements with ground handling and security providers, handling performance reviews, payments and communications.
• Utilise reports and data analysis to track customer service metrics, payments and trends, driving continuous improvement.
• Supervise baggage handling operations and resolve related customer complaints.

Required profile

• Proven experience in airport ground operations or airline customer service management.
• Strong knowledge of civil aviation regulations, security, immigration and customs procedures.
• Ability to make independent decisions, manage multiple stakeholders and handle complex, time‑critical situations.
• Excellent communication and relationship‑building skills with internal teams and external authorities.

Required skills