Assistant Manager / Manager, Experience & Operations Transformation

The Airport Operations Strategy & Transformation (AOST) team is the innovation pillar under Airport Management cluster to drive transformation for airport operations. 

This role drives airport-wide transformation by leading initiatives that improve passenger experience and operational effectiveness, working across strategy, product, and delivery. The role works closely with operations, technology, data teams, and external partners to shape, deliver, and scale solutions in complex, live environments. Work spans a flexible portfolio of initiatives, including AI-enabled passenger experience products (such as chatbots and intelligent journey orchestration) and cross-functional/agency transformation programmes. The candidate should be comfortable moving between problem framing, solution design, programme execution, and stakeholder alignment.

Key Responsibilities

• Drive transformation from problem definition, concept design, pilots, development, deployment to adoption


• Translate passenger, operational, and business needs into actionable roadmaps and project requirements


• Oversee delivery of solutions involving Generative AI, LLMs, RAG, and agentic systems


• Conduct practical, scalable trials and implementations in live operational environments


• Manage programmes with multiple workstreams and dependencies


• Coordinate internal and external stakeholders to clarify problem statements, define requirements and drive change


• Define success metrics, track outcomes, and drive continuous improvement based on data and feedback

Required Experience and Capabilities

• Bachelor’s degree or equivalent, preferably with at least 3 years of relevant experience


• Strong ability to move between strategic thinking and hands-on execution


• Comfortable operating in ambiguity and adapting scope as priorities shift


• Strong stakeholder management and influencing skills


• Clear, structured communicator with strong written and verbal abilities


• Experience leading complex, cross-functional initiatives across digital, product, or operations contexts


• Working understanding of AI-enabled systems, how they can be applied to real-world problems and basic technical literacy in systems, data, or software development is a bonus

Why Join Us

• Work on high-impact transformation initiatives at one of the world’s leading airports


• Apply advanced technologies to real problems at scale


• Operate at the intersection of experience, operations, and technology in a fast-evolving environment