IROP Excellence – Customer Experience
About the Role
The Senior Manager of IROP Excellence is the single accountable leader for how the group cares for guests during disruption. The role owns the end-to-end disruption journey from first proactive alert through rebooking, duty of care, service recovery, and loyalty repair and is the permanent customer voice inside operational command.
Key Responsibilities
1. Strategy & Governance
- Define and lead the IROP CX framework and disruption experience charter
- Establish standardized guest entitlements, communication protocols, and service commitments
- Ensure compliance with DGCA and international regulations
- Drive strategic direction, OKRs, and CX investments
2. Live Operations – Voice of the Guest
- Represent customer impact in real-time operational decisions (IOCC)
- Lead CX response during disruption as incident commander
- Ensure consistent communication across digital, airport, and contact center channels
- Monitor live sentiment and translate insights into action
3. Service Recovery & Post-Disruption
- Design structured service recovery and compensation frameworks
- Lead post-disruption reviews and root-cause analysis
- Partner with cross-functional teams to improve customer retention and loyalty
- Manage escalations and regulatory cases
4. Performance, Insights & Technology
- Own IROP CX scorecard and reporting to leadership
- Build advanced analytics (sentiment, call drivers, social listening)
- Drive CX technology roadmap (self-service, automation, agent tools)
- Integrate customer impact into operational systems
5. Leadership & Capability Building
- Lead a multi-disciplinary CX team
- Build disruption readiness through training, simulations, and capability development
- Foster a strong customer-first culture across operations.
6. Regulatory & External Representation
- Interface with DGCA, BCAS, MoCA, and airport authorities
- Support CX narrative for leadership and media during disruptions
What We're Looking For
Essential Experience
- 15–18 years in airline operations / CX / operational consulting
- Minimum 7 years in leadership roles managing disruption or CX at scale
- Strong experience handling major operational disruptions (weather, network, IT, etc.)
- Proven ability to influence cross-functional and senior stakeholders (ExCo level)
- Experience managing 10+ member teams
Preferred Experience
- Exposure to full-service & low-cost carrier models
- Experience with airline systems (Jeppesen, Sabre, Altéa, IBS iFlight)
- Familiarity with CX tools (Qualtrics, Medallia, Salesforce, Genesys, etc.)
- Lean Six Sigma / CX certifications
- International aviation exposure
Qualifications
- Bachelor's degree (Aviation / Business / Engineering) – Required
- MBA / Master's – Preferred
Leadership Competencies
- Guest-first mindset
- Strong decision-making in high-pressure environments
- Cross-functional influence
- Data-driven leadership
