Director of Airport and Transfer Experience

Star Alliance is the world’s largest airline alliance.

The vision of Star Alliance is “to be the leading global alliance for the high-value international traveler” and the mission of the organization is “to contribute to the long-term profitability of its Members beyond their capabilities.” The Star Alliance head office in Singapore coordinates the global activities of the alliance including managing joint projects on behalf of its 25 Member airlines.

**Role Overview**

Based in Singapore, the **Director Airport and Transfer Experience**is a critical leadership position that reports to the **VP Customer Experience**. This leadership role encompasses strategic ownership of key operational areas, including Irregular Operations, Inter-Airline Through Check-in, lounges, biometrics, baggage handling and tracking, and coordination centers. It combines a deep focus on product innovation, digital transformation, and cross-functional stakeholder engagement to drive a seamless and elevated customer experience.

**Key Responsibilities**

**Strategic Leadership**
- Define and lead overarching strategies of all aspects of airport and transfer experience, ensuring consistency and excellence across global operations.
- Drive innovation through the integration of digital tools and customer-centric solutions, with the focus on continuous improvement.
- Align strategies with organizational goals and customer experience objectives.
- Prioritize initiatives based on importance to Member airlines and business plan objectives.
- Ensure successful delivery of timelines and milestones for each product/project.
- Allocate resources effectively, adapting to evolving business needs and customer and Member airlines expectations.

**Team Leadership**
- Lead and mentor a diverse team of product experts, including analysts, managers, and senior managers.
- Foster a culture of innovation, teamwork, collaboration, and continuous improvement.

**Results-Oriented Execution**
- Ensure adherence to established standards and regulatory requirements by all Member airlines.
- Achieve yearly business plan objectives set by Member airlines for each product or service in the airport and connections business unit.
- Demonstrate proactive risk identification and implement effective mitigation strategies to achieve goals on time.
- Identify and implement creative out-of-the-box solutions to overcome challenges and optimize performance.

**Data & Customer Information**
- Leverage data insights to enhance digital user experiences and support informed decision-making.
- Collaborate closely with Digital Technology, Membership and Business Analytics team to align product architecture with business needs.

**Planning Oversight**
- Oversee business case development to support initiatives.
- Evaluate feasibility studies and oversee the rollout of new initiatives.

**Quality Assurance**
- Ensure all products and projects meet functionality and customer and Member airlines expectations.
- Maintain high-quality documentation and reporting standards, both internally and externally,
- Advocate for a culture of excellence in delivery and work ethics.
- Meticulous attention to detail with a demonstrated ability to spot errors and maintain quality control at all times.

**Stakeholder Engagement**
- Build meaningful and strong relationships, able to influence internal teams, Member airlines, and external partners.
- Represent Star Alliance in internal meetings, industry events, and senior-level engagements with Member airlines.
- Facilitate internal and external meetings and governance forums, leveraging strategic approaches and facilitation techniques to drive alignment and achieve consensus.

**Key Performance Indicators**
- Business Plan objectives and compliance metrics achieved.
- Frequency and quality of engagement with Member airlines.
- On time delivery of product milestones and projects.
- Effectiveness and impact of meetings organized for Member airlines, focusing on clarity, engagement, relevance, and actionable outcomes.
- Optimal allocation of resources for an optimal efficiency.
- Data-driven decision making.Internal and external stakeholders’ satisfaction score.

**Your Profile**
- 10+ years of experience in a role within aviation, travel, consulting, or a related industry (including 3+ years of experience managing teams in an international corporate environment).
- Proactive and adaptable: demonstrates initiative, quickly adapts to evolving techniques, embraces change with a positive outlook, exhibits resilience and flexibility.
- Self-motivated and fast learner, able to grasp complex systems and processes.
- Demonstrated success in being a change champion.
- Strong analytical and presentation skills (PowerPoint, Word, Miro, Jira).
- Experience with cross-functional and multicultural teams.
- Strong experience in communicating with impact, meeting facilitation and mediation.
- Strong stakeholder engagement skills, including previous exposure and regul