Etihad Airways
Product Manager - Guest 360
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 03/04/2026
Job overview
Date posted
17/02/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Job description
The Product Manager - Guest 360 is responsible for managing the end-to-end product development process from defining desirable, feasible, viable and sustainable products to launching them and ensuring they continuously meet customersā needs within the Airline industry. The role owns the strategy, vision and roadmap for products within the value stream and supports the Head of Guest in delivering value to customers using deep technical knowledge on Contract Centre, Chatbots and omnichannel solutions. Acting as the internal representative of the customer throughout the product lifecycle, the role leverages market and customer research to continuously understand market and customer needs. The position involves defining and maintaining Non-Functional Requirements to ensure quality standards, supporting the flow of work through the portfolio Kanban into the product backlog, reprioritising the backlog based on business and customer needs, presenting product vision during Program Increment Planning sessions, and participating in daily scrums, sprint planning meetings, sprint reviews and retrospectives. It includes sequencing the architectural runway with Solution Architects, facilitating system demos for stakeholder review and approval, measuring product success including adoption, customer insights and feedback, and enhancing the Guest 360 products by defining and prioritizing initiatives. The role requires strong understanding of customer-centered analytics (personalization & omni-channel) including CRM, booking data and loyalty data, demonstrated success in defining, delivering and launching high quality software products, integrating customer feedback into product requirements, driving prioritisation, and using design thinking tools such as personas, empathy maps, journey maps and story maps to support a transversal understanding of customer experience (CX).
Required skills
Key responsibilities
- Develop and communicate the strategy, vision and roadmap for Guest 360 products within the value stream by partnering with the business, ensuring the entire team understands how features will be developed over time, aligning initiatives with business and customer needs, and supporting the Head of Guest in delivering value to customers through Contract Centre, Chatbots and omnichannel solutions.
- Collaborate with Solution Architect and Software Engineers to define and maintain Non-Functional Requirements to ensure the product meets quality standards, support the flow of work through the portfolio Kanban into the product backlog, work with the Product Owner to reprioritise the backlog based on evolving business and customer needs, and ensure alignment between technical enablers and business functionality by sequencing the architectural runway.
- Present the product vision, proposed features and upcoming milestones during Program Increment Planning sessions, actively participate in daily scrums, sprint planning meetings, sprint reviews and retrospectives, and facilitate regular system demos to ensure critical aspects are demonstrated to stakeholders for review and approval.
- Measure and monitor product success including adoption, customer insights and feedback, integrate customer feedback into product requirements, continuously enhance Guest 360 products by identifying and defining future features, provide regular progress updates, manage dependencies, risks and issues across multiple teams, and escalate to the Senior Product Manager and Head of Guest where required to ensure successful delivery.
Experience & skills
- Demonstrate 7+ years of experience as a Product Manager designing, defining, delivering and launching high quality software products, with airline industry experience preferred, including full product lifecycle experience from vision and strategy definition to launch and continuous improvement.
- Hold a Bachelorās degree in Computer Science, Information Systems, Engineering or equivalent as mandatory, and possess strong understanding of customer-centered analytics (personalization & omni-channel) including CRM, booking data and loyalty data to support data-driven product decisions.
- Exhibit experience in defining and prioritizing initiatives related to Guest 360 products, defining vision and strategy for a technical product, integrating customer feedback into product requirements, driving prioritisation, and leveraging design thinking tools such as personas, empathy maps, journey maps and story maps to support a transversal understanding of customer experience (CX).
- Demonstrate ability to work with multiple teams across the organization, participate in agile ceremonies including daily scrums, sprint planning, sprint reviews and retrospectives, and contribute to Program Increment Planning while managing dependencies, risks and issues across cross-functional stakeholders.