Knowledge Base & Content Officer (Aviation)

Location: Abu Dhabi, United Arab Emirates

Company

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

What you will do

• Manage the Guest Services Knowledge Base and keep operational information, procedures, products, and policies accurate, current, compliant, and aligned with business requirements.
• Partner with internal stakeholders and outsourced service providers to assess process, product, system, and policy changes and coordinate timely knowledge updates.
• Develop and maintain knowledge articles, operational communications, quick reference guides, and learning content for operational readiness and service consistency.
• Coordinate content reviews and governance activities, ensuring information is relevant, approved, and aligned with operational standards.
• Monitor Knowledge Base usage, search trends, assessment results, quality findings, and operational feedback to identify knowledge gaps and improvement opportunities.
• Produce and analyse knowledge performance reports, adoption metrics, assessment outcomes, and content effectiveness, providing recommendations for operational performance and knowledge governance.

Requirements

• Bachelor’s degree preferred, in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or a related discipline.
• At least 4 years of experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service environments.
• Experience managing cross-functional stakeholders and outsourced service providers.
• Proven experience in knowledge governance, operational communications, and content management.
• Experience analysing performance data, quality findings, assessments, and operational trends to drive improvements.
• Proficiency in knowledge management platforms, reporting tools, and Microsoft 365 applications.

Nice to have

• Experience in aviation, contact centre, hospitality, or service industries.

Culture & Benefits

• Full-time position within the Operations & Guest Experience division.
• Work within a global aviation organisation focused on operational excellence and guest experience.
• Support the company’s Journey 2030 ambition to expand its fleet, network, and workforce.

Hiring process

• Interviews may be conducted face-to-face or via video or telephone before any formal offer.