Based in Singapore, the Product Manager Customer Experience is reporting to the Director Airport and Transfer Experience.
This role involves working closely with various business units, Star Alliance Member airlines, and external service providers. The primary responsibilities include managing travel-related products fully as well as supporting the Customer Experience team members with additional products as needed. Key areas of focus are airport, transfer, lounges, booking, and loyalty products and services.
The role demands product and project management, collaboration with internal and external stakeholders, and overseeing technical implementations across Member airlines. The ideal candidate should have a strong understanding of products and solutions from a business perspective, a proven track record in implementing digital solutions, stakeholder management skills, strong attention to detail, and the ability to build consensus among diverse global teams. This position requires a blend of product ownership, team collaboration, and project management expertise.
Key Responsibilities
Project and Product Management
- Manage products and projects based on the ongoing business needs of the Customer Experience unit which may include airport, transfer, lounges, booking and /or loyalty products and services.
- Develop business cases, budgets, and product roadmaps aligned with organizational goals.
- Monitor key metrics for product success.
- Define and continuously improve product features.
Design, Development and Implementation of interline travel-related products
- Define business requirements and use cases in close liaison with Star Alliance Member carrier experts.
- Lead development and implementation of projects, ensuring technical feasibility by coordinating efforts with IT and project managers.
Stakeholder and Vendor Coordination
- Collaborate with internal teams, Member airlines, and external vendors to execute projects and manage product lifecycles effectively.
- Lead groups of experts of Member airlines to develop products and services.
- Build consensus among global and diverse project teams and manage stakeholder communications.
- Build meaningful and strong relationships with internal teams, Member airlines and external partners.
Technical Oversight and Product Ownership
- Manage products backlog.
- Oversee technical implementation in collaboration with IT stakeholders.
Quality Assurance
- Create high-quality documentation and reporting standards at all times, with immaculate attention to detail.
Key Performance Indicators
- Achieve business plan objectives and compliance metrics.
- Manage multiple products and services effectively across the Customer Experience Business Unit.
- Ensure high-quality standards and timely delivery of milestones.
- Engage effectively with Member airlines and organize impactful meetings.
Your Profile
- 5+ years of experience in aviation, travel, consultancy or a related industry within an international corporate environment.
- Experience on Airport Lounges is preferred, although not required.
- Proactive and adaptable, demonstrating initiative and resilience.
- Self-motivated and quick learner, able to grasp complex systems and processes.
- Strong analytical and presentation skills (PowerPoint, Word, Miro, Jira).
- Experience in meeting facilitation and mediation with international and diverse stakeholders.
- Able to communicate with impact, achieve consensus and outcomes.
- Skilled in business case development and product management.
- Bachelor's degree preferred.
- Fluency in English and ability to communicate with impact written and verbally.
- Willingness to travel internationally regularly.
What We Offer
- Full-time role based in Singapore.
- Global travel benefits.
- Comprehensive medical and dental coverage.
