Chief Manager – Customer Journey

A. Job Purpose

• Drive post-facto analysis and implementation of best practices in customer journey control within the Integrated Ops Control Centre.

• Single point of contact for all airport related communication across Air India network.

B. Key Accountabilities

Functional Activities:

• Conduct a comprehensive post-facto analysis of operational processes within the customer journey domain including hub control and social media.

• Creating IROP flights in Amadeus system OFDM/Inventory in case of flight diversions and arrange Load & Trim function.

• Coordination with online stations for any issue [Transit flight break, passing on any ACARS information to stations, coordination for connecting crew transfers etc.] on day of operations.

• Coordination with online & offline stations for ground handling, fueling, expedited turnaround for diverted flights.

• For offline diversion - Forwarding required documentation - passenger manifest / tag list / special handling.

• Update station in case of last-minute crew figure change & coordinate for sending the revised GD.

• For offline diversion, in consultation with HOD, activate GHA to transfer passengers on OAL. Disembarkation in consultation with OCC/GHA/APM.

• Monitoring ongoing connections and advising Airports for misconnecting customers and support.

• Working in coordination with MCC for seat defects and advising Airports for defective seats and blocks.Working in close coordination with NPD / OCC for planned and ADHOC disruption handling.

• Identify and assess deviations from established best practices, providing actionable insights for continuous improvement.

• Provide a performance view of customer journey to the Head of DOPs and suggest improvements.

• Establish key performance indicators (KPIs) for customer journey in collaboration with relevant operational teams.

• Communicate effectively with stakeholders, providing regular updates on postfacto analyses, performance metrics, and improvement initiatives.

• Drive a culture of continuous improvement by implementing feedback loops and adaptive strategies to meet evolving operational requirements.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

C. Skills Required for the role.

Operational Acumen

Knowledge of Data Analytics

Analytical Proficiency

Continuous Improvement Mindset

Problem-Solving Orientation

E. Educational and Experience Requirements Minimum Education Requirement

• Bachelor’s / master’s degree or its Equivalent. Minimum Requirement Desired Experience

• 10-12 years of experience in aviation operations, with a focus on day-ofoperations activities handled within 72 hours of flight.

• Demonstrated success in optimizing the customer journey, particularly in areas such as hub control, revenue retention, and passenger recovery

• 14+ years of progressive experience in a managerial or leadership role within an airline or related industry.

• Experience in post-facto analysis, implementation of best practices, and collaboration with Center of Excellence (COE) teams is highly desirable.