Lead Ground Operations Excellence in Cairo with Air Arabia!
Are you an experienced aviation professional ready to take the next step in your career? Air Arabia, the Middle East and North Africa's leading low-cost carrier, is seeking a dynamic and results-driven Customer Service Manager – Ground Operations to join our team in Cairo, Egypt. This is your opportunity to play a pivotal role in ensuring our operations run safely, efficiently, and seamlessly while representing one of the region's most respected airlines.
Your Mission: Elevating Ground Operations
As our Customer Service Manager, you will be the driving force behind Air Arabia's daily ground activities at Cairo station. Your focus will be on maintaining the highest standards of safety, security, and on-time performance while fostering strong relationships with local authorities, ground handling agents, and service providers. You'll balance operational excellence with cost efficiency, ensuring every flight departure and arrival reflects Air Arabia's commitment to quality and reliability.
You'll work with a healthy degree of autonomy, making informed decisions within your scope while consulting on non-routine matters. Every action you take will align with our policies and contribute to the smooth flow of operations.
What You'll Accomplish Day to Day?
- Serve as the central point of contact for all operational and security matters at Cairo station, ensuring smooth daily workflows in line with Air Arabia's procedures.
- Verify that all operational manuals, policies, and circulars are current and communicated effectively—and that your team holds valid, required training certifications.
- Collaborate closely with Flight Operations on planning, oversee ramp and check-in activities, and address any delay causes alongside relevant partners.
- Step up during irregular situations—AOG, technical delays, diversions, or emergencies—coordinating with line managers, MCC, and other stakeholders to restore normalcy quickly.
- Build and nurture productive relationships with local civil aviation authorities, customs, immigration, security, and all ground service providers.
- Work hand-in-hand with the Commercial Manager to ensure full compliance with local regulations and protect Air Arabia's financial interests and reputation.
- Guide your team through complex situations involving customs, immigration, or legal matters during diversions or irregularities.
- Monitor Ground Handling Agents, vendors, and suppliers against their Service Level Agreements—tracking performance, payments, and conducting regular meetings.
- Use data and reports to spot trends, improve customer service, and resolve baggage or complaint issues efficiently.
- Support QA, Safety, and Security audits, ensuring your team meets all standards and responds promptly to findings.
- Participate in local safety and security exercises, and report incidents to headquarters and local authorities as required.
- Partner with Head Office to track airport revenue from excess baggage, seat sales, and other services—motivating your team to meet and exceed targets.
- Provide timely, comprehensive reports on station performance, including flight handling, disruptions, incidents, and customer feedback.
- Uphold the professional appearance and conduct of all personnel representing Air Arabia at Cairo station.
- Lead, coach, and develop your team—creating an engaged, high-performing environment where people grow and succeed.
What You Bring to the Role?
Education & Experience:
- A bachelor's degree in Management, Statistics, Finance, IT, or a related field—or a diploma combined with substantial relevant experience.
- Six or more years in the airline, aviation, or ground handling industry, with at least four years specifically in ground operations for a mid-sized multinational company.
- A minimum of three years as an Airport or Station Manager, leading a team at a station with regular departure and arrival flights. Low-cost airline experience is a valuable plus.
Core Knowledge & Certifications:
- Deep understanding of IATA, Civil Aviation Authorities, and regulatory requirements for ground handling, GHAs, and GSAs. Expertise in cargo, ramp, dispatch, DGR, or load control is highly desirable.
- Strong industry connections and the ability to build credibility quickly.
- Experience managing contracts and Service Level Agreements.
- Familiarity with P&L accounting and a commercial mindset.
- Basic airport safety and security training is mandatory.
- Current certifications in IATA Dangerous Goods Regulations, Passenger Handling, and Ground Operations Procedures are required.
- Additional certificates in Cost Control, Compliance, or Quality Assurance are an advantage.
Technical & Professional Skills:
- Proficiency in Passenger Handling Systems and Departure Control Systems.
- Solid command of Microsoft Office applications.
- Excellent written and verbal communication skills, including technical report writing and presentations.
- Hands-on experience with recruitment, scheduling, rostering, and shift allocation.
- Strong analytical abilities to identify gaps and recommend cost-effective solutions.
- Proven negotiation, problem-solving, and decision-making capabilities.
- Meticulous attention to detail combined with a focus on results.
- Fluency in English is essential; proficiency in Arabic may be required depending on regional needs.
- A composed, confident demeanor with an unwavering commitment to safety and efficiency.
- Exposure to QA, Safety, Security, and audit procedures affecting ground operations.
Why Join Air Arabia?
Be part of a pioneering low-cost carrier that continues to shape regional aviation.
Work in a dynamic, fast-paced environment where your expertise truly matters.
Collaborate with a passionate team dedicated to operational excellence.
Enjoy the professional challenge of managing a key station in a vibrant capital city.
If you are ready to bring your leadership, industry knowledge, and passion for service to a role where you can make a tangible impact, we invite you to apply and become part of the Air Arabia story.