Project Officer (Airline Operations)

Location: Abu Dhabi, United Arab Emirates

Company

hirify.global is the UAE’s national airline, connecting people across continents from its Abu Dhabi hub.

What you will do

• Coordinate and monitor Contact Centre projects and business improvement initiatives across technology, processes, people, policies, and vendors.
• Support vendor manpower services, technology deployments, operational improvements, and stakeholder communication.
• Create, maintain, and govern Knowledge Base articles and pre-written content for clarity, accessibility, accuracy, and compliance.
• Optimize Knowledge Base structure, content organization, search, data integrity, and user experience.
• Manage monthly vendor Knowledge Assessments, including tracking, dashboards, reporting, and follow-up.
• Document business and technical requirements and recommend improvements using operational data, customer insights, and best practices.

Requirements

• University degree.
• At least three years of experience in airline Contact Centre operations, knowledge management, business improvement, or a related operational environment.
• Experience supporting operational initiatives, process improvements, content governance, and change implementation.
• Strong knowledge of Contact Centre operations, policies, processes, service delivery, supporting technologies, and knowledge management tools.
• Strong analytical thinking, self-management, customer focus, stakeholder coordination, communication, influencing, and consultation skills.
• Proficiency with reporting applications and Microsoft Office.

Culture & Benefits

• Work on high-impact Contact Centre business improvement and transformation initiatives.
• Gain exposure to Operations, Quality, Technology, Learning, and Vendor Management teams.
• Use data and insights to drive measurable operational improvements.
• Develop expertise in knowledge management, project coordination, and operational excellence within a global airline.