Reporting To

Director of Flight Operations

Position Summary

Leads and is accountable for the end-to-end Cabin Crew / In-flight Services function, ensuring the safe, secure, compliant and consistently high-quality delivery of cabin operations across the network. The role sets the operational and service standards for the cabin crew workforce and provides visible leadership on safety, discipline, professionalism, customer experience and operational performance.

Provides strategic direction for cabin crew operations, workforce capability, service delivery and continuous improvement, translating company strategy and regulatory obligations into clear policies, manuals, directives, performance standards and operating practices. Ensures effective governance, quality assurance and timely management of operational, safety, security and people risks.

Acts as the principal interface between cabin crew and senior management, and as a key partner to Flight Operations, Safety, Security, Training, Crew Planning, Human Resources, Commercial, Customer Experience, Engineering and Airport Operations. Advises the Director of Flight Operations on emerging risks, performance, resource requirements and strategic priorities, while ensuring cabin crew operations support the airline's brand promise, commercial objectives and sustainable growth.

Success Measures

• Full compliance with applicable cabin safety, security, operational and regulatory requirements, with no material lapse attributable to ineffective functional oversight.
• Cabin crew safety and operational performance meets agreed company targets, with emerging risks identified early and appropriately mitigated.
• Regulatory, audit, safety, quality and operational findings/actions are closed within agreed timelines with sustainable corrective action and no avoidable recurrence.
• Cabin Crew Manual, directives, circulars and related controlled documents remain current, accurate, effectively communicated and implemented in line operations.
• Consistent achievement or improvement of agreed in-flight service quality, customer experience and cabin crew performance measures across the network.
• Effective management of significant cabin-related incidents, disruptions and service failures, including timely escalation, coordinated recovery and closure of post-event actions.
• Cabin crew manpower, leadership coverage, training currency and operational readiness are maintained to support the published operation and planned growth.
• Crew performance, conduct and disciplinary matters are handled fairly, consistently and within required timelines, with clear accountability and documented outcomes.
• Improvement in cabin crew engagement, leadership capability and succession readiness, supported by a credible talent and development pipeline.

Qualifications and Years of Experience

• Bachelor Degree/ Master's degree or equivalent tertiary qualification in Aviation Management, Business Administration, Hospitality, Customer Experience, Human Resources or a related field. A Bachelor's degree with substantial relevant airline leadership experience may be considered.
• Relevant Cabin Crew Safety & Emergency Procedures (SEP) / operational qualification. Additional certification in aviation safety, quality, leadership, training, customer experience or management is advantageous.
• Minimum 12 years of cabin crew / in-flight services experience, including at least 5 years in a management, administration or senior leadership role with responsibility for people, operational standards and cross-functional decision-making.