Service Excellence Manager

Position Overview

The Service Excellence Manager is a key leadership role responsible for ensuring superior end-to-end customer experiences across all touchpoints—heliport, in-flight, and beyond. You will champion a culture of excellence, develop customer-centric strategies, and lead service improvement initiatives that elevate Whiteskys brand and customer satisfaction ratings.

Key Responsibilities

• Customer Experience Strategy
• Design and execute the service excellence strategy aligned with Whiteskys brand promise.
• Define service quality standards across ground, air, and digital customer interactions.
• Collaborate with operations and HR to embed a unified customer journey.

Performance Monitoring & Insights

• Monitor KPIs such as NPS, CSAT, complaint resolution time, and on-time service delivery.
• Conduct service audits and mystery checks at airports, lounges, and in-flight.
• Analyze customer feedback and translate insights into actionable improvements.

Stakeholder Engagement

• Partner with Flight Operations, Ground Handling, and Sales teams to enhance front-line service.
• Work closely with HR to design and deliver service training and recognition programs.
• Act as the internal voice of the customer, advocating for their needs across functions.

Continuous Improvement & Innovation

• Lead service recovery and disruption management protocols.
• Drive service innovation through new technologies, personalization, and proactive care models.
• Benchmark against industry leaders and implement best practices from global aviation.

Qualifications

• Bachelors degree in Business, Hospitality, Aviation Management, or related field (Masters preferred).
• 2+ years of experience in customer experience or service excellence roles, must be experience in aviation industry
• Strong understanding of aviation service operations, regulatory compliance, and passenger expectations.
• Proven leadership in managing cross-functional teams and driving change.
• Excellent communication, stakeholder management, and analytical skills.
• Good Competency in MS Office (Word, Excel, Powerpoint)

Other Requirements

• Demonstrates strong strategic thinking and a solution-oriented mindset in dynamic environments.
• Exceptional communication skills with a proven ability to build and maintain strong relationships with customers and stakeholders.
• Self-motivated and thrives in high-pressure, deadline-driven environments.

Information :

• Company : Whitesky Aviation
• Position : Service Excellence Manager
• Location : Jakarta
• Country : ID