Careers

Call Center Manager

Jazeera Airways is looking for a Call Center Manager who would lead the Call Center & Customer Relations team for ensuring great customer service and support is delivered by overseeing the daily operations of Jazeera Airways Call Center.

The position will also be responsible for developing strategy to maximise the sales while maintaining the customer satisfaction and driving continuous improvement to increase Call Center efficiency.

Responsibilities & Duties

• Monitor daily Call Center operations to ensure efficiency, including call volumes, wait times, and customer satisfaction.
• Set objectives and clearly communicate goals and targets (operational & sales) that needs to be met every month by the Call Center & Customer Relations team.
• Delivering high standards of service to customers by making the most effective and efficient use of Call Center & Customer Relations employees and technology resources.
• Maximise sales through Call Center by regularly reviewing Productivity and Performance.
• Monitor and report on Key Performance Indicators (KPIs) such as call resolution times, customer satisfaction scores, and service level agreements (SLAs).
• Ensure Quality control and achieve SLA for inbound calls.
• Increase conversion rate while maintaining pre-defined service levels.
• Ensure Call Center & Customer Relations teams adhere to airline policies and provide effective solutions to customer inquiries and issues pertaining to flight bookings, cancellations, refunds, baggage claims, and other related services.
• Manage outbound communications for flight disruptions.
• Align Call Center operations as per business requirements and growth plans.
• Analyse Call Center data and prepare monthly reports for Senior Management.
• Collaborate with other departments, such as Sales, Marketing and Operations, to ensure a seamless customer experience.
• Provide guidance, training, coaching, mentoring and motivation to employees to ensure exceptional performance and maximum utilization of resource

Requirements and Qualifications:

• Bachelor’s Degree in Marketing, Business Administration or Mass Communication
• Minimum 6 years’ experience in Call Center in a managerial role.
• Candidates with prior experience in Airlines/ Travel or Airline reservations system (particularly Flight Speed knowledge) will be preferred.
• Excellent Communication Skills in English. Arabic will be an added advantage.
• Proficiency with Call Center Software, CRM systems, and performance tracking tools.
• Strong problem-solving skills and ability to handle escalated situations.
• Ability to work under pressure and maintain a positive attitude in a fast-paced environment.

General Manager – Jazeera Passenger Terminal (T5)

Jazeera Airways, the middle east’s first privately-owned Low-Cost Carrier and owner/operator of Jazeera Terminal T-5 in Kuwait (one of the world’s few airline-owned Passenger Terminals), is looking for a General Manager to Head the Terminal and associated businesses.

With our team of energetic professionals having an insatiable drive to grow, we are determined to transform the Jazeera Passenger Terminal (T5), a fully owned and a state-of-the-art facility designed to serve over 7.5 million passengers annually by 2027 and expected to grow to a capacity of 10 million by 2029, to deliver a fully integrated and seamless customer experience with a net worth in excess of USD 1 billion.

If you are a passionate leader whose vision resonates with ours, currently heading an airport Terminal with LCC operations, have P&L responsibility, and the thought of leading the transformation of T5 into a world class facility gets your adrenaline going, we’d be delighted to meet you. To know more about the challenges this role presents, please see below.

Scope of the Job:

The General Manager is responsible for the safe, profitable, efficient and cost-effective integrated management of Terminal 5. He/ She is the Business Owner responsible for the Operational and Commercial aspects of the terminal while ensuring regulations are followed, and regulatory and safety procedures are implemented in accordance with the related aviation and government authorities.

The General Manager is the primary point of contact for Jazeera’s Terminal 5 with government authorities, regulators, airline officials as well as the public in general.

The General Manager must lead the effort of transforming Jazeera Terminal T5 into a best breed company in terms of operations, profitability and valuation.

Key Responsibilities:

• Provide strategic direction for development of the yearly business and operational plans taking into consideration the safety and security outcomes, resource requirements, and other requirements originating from applicable external sources as necessary, such as regulatory authorities and related Kuwaiti governmental entities.
• Develop and maintain an excellent level of financial operating performance through increased reliability and close working relationships with other divisions in order to maintain world class service delivery.
• Oversee and maximize non-aeronautical revenue generation through lease of landside and airside retail spaces at T5 and related sites.
• Determine and implement quality control, safety and security policies, and the management of safety risks and security threats to the terminal operations.
• Oversee projects and strategic initiatives related to expanding operations and/or enhancing revenue streams.
• Monitoring expenditure to implement new projects and upgrading airport facilities.
• Oversee the management of necessary facilities, workspace, equipment and supporting services, as well as work environment, to satisfy operational safety and security requirements.
• Implement rules and regulations concerning airport operations safety and security in accordance with General Aviation rules and regulations and liaise with the regulatory authority and airline operators on all matters concerning terminal operations.
• Responsible for terminal licensing processes, liaising with authorities in order to obtain approvals for facilities and operations.
• Liaise with the regulatory authority and airline operators on all matters concerning terminal operations.
• Measure effectiveness of all internal and external processes, producing timely, accurate and complete reports on the operating condition of the company.

Requirements and Qualifications:

• Bachelor’s degree or equivalent in Aviation/Terminal Management, or accreditation by the International Association of Airport Executives (IAAE). Master’s degree or equivalent is preferred.
• Minimum 15 years’ experience in airport operations and airline industry, including at least 8 years running an Airport Terminal with P&L responsibility, including managing Duty Free, lounges and concessions (F&B, valet, advertising, among others).
• GCC experience is a plus.
• Familiarity and experience with LCC operations & business model.
• Strong decision-making abilities, and effective problem solving and negotiations skills
• Excellent communication skills. Bilingual (Arabic and English) is preferred, but not essential.
• Proven management & leadership skills.
• Strong customer service orientation
• Proven track record of building consensus and effecting change.
• Knowledge of Civil Aviation rules and regulations is important.

Standards and Procedures Officer – Ground Operations

We are looking for Standards and Procedures Officer who would be responsible for documentation of process and procedures in line with Jazeera Airways and regulatory policies to set and support the implementation of standards and procedures that come under the functions within the scope of Ground Operations based on approved manuals and industry standards.

The incumbent will be also responsible to assist in authoring and publishing manuals under Ground Operations department that include Passenger and Baggage Handling, Aircraft ground handling, Aircraft loading, Load Control and Aircraft de-/anti-icing, and Training.

Responsibilities and Duties:

• Update and revise Ground Operation Department manuals and procedures to be in line with KCASR and IATA/ICAO documentations and standards.
• Participate in internal/external audit to ensure department complies with industry standards.
• Assist in conducting and updating gap analysis between IGOM and Ground Operations manuals and implement the variance across the network.
• Oversees operational safety performance within functional areas of the department and ensure that appropriate Safety Risk Management (SRM) activities are carried out with staff involvement as necessary to build up safety awareness.
• Coordinates with the respective line managers in the resolution of mitigation strategies for the identified consequences of hazards and ensure that adequate arrangements exist for safety data capture and employee feedback.
• Coordinates with respective line managers in the implementation of corrective actions plans and ensure that corrective action is taken in a timely manner.
• To publish ground operations calendar to track each mandatory activities station wise.
• Assist to monitor and track the Mandatory Quality Control Activities across the network.
• Review departmental SPIs/SPTs.
• Reviews the effectiveness of previous safety recommendations; and.
• Oversees safety promotion activities as necessary to increase staff awareness of safety concerns and to ensure that they are provided appropriate opportunities to participate in safety management activities.
• Represents the first level of SME for all GOM related enquiries.
• Provide assistance to follow-up, review, proofing and design of Ground Operations checklists, forms and stationery to ensure common policy is followed network wide.
• Assist in monitoring regulations / standards and industry recommended practices and publishing relevant network wide airport bulletins to ensure compliance with relevant safety, security and operational requirements.
• Assist in monitoring and reviewing IATA annual publications and guidelines (IATA AHM, DGR, IGOM), to ensure strict adherence and compliance.
• Participates in working groups within Ground Operations and relevant stakeholders to ensure passenger, baggage, load control and aircraft handling policy and procedures are aligned.
• Provide and manage a comprehensive library of all Ground Operations departmental procedures keeping them up to date.
• Communicates effectively with all outstations on newly implemented procedures and/or modifications to existing procedures through the preparation of Ground Operations bulletins and/or safety bulletins.
• Support the Training, Standards and Procedures Manager in new projects under ground operations.

Requirements and Qualifications:

• Bachelor’s degree or equivalent from a recognised University.
• Has at least 4 years of job related experience.
• Have experience within an airline ground service or GHA operation environment is necessary.
• Have working exposure to internal/external audit practices.
• Have an understanding of relevant KCASR and IATA standards.
• Have excellent working knowledge of passenger/ramp handling operations.
• Have a good understanding of SMS concepts,
• Knowledge of MS Office.

Configuration and Maintenance Program Engineer

Jazeera Airways is looking for a Configuration and Maintenance Program Engineer who would be responsible for continued airworthiness preventive maintenance review in accordance with Jazeera Maintenance Program & reliability data to assure fleet’s maximum safety and operating efficiency. The position will also control configurations of Jazeera existing and new aircrafts by performing engineering document reviews to ensure compliance of airworthiness directives/aviation regulation/maintenance program and reflected in Engineering Computer System.

Responsibilities and Duties:

• Develops and formulates the airframe, engine, propeller, and component maintenance programs to ensure safety, reliability, and airworthiness in the most economical manner.
• Reviews and proposes changes to the aircraft maintenance program based on manufacturer recommendations, reliability analysis, and in-service experience, before submitting to the applicable Aviation Authority through the SCM Department.
• Optimizes the maintenance program based on fleet performance and task findings, identifying opportunities for increased task effectiveness and efficiency.
• Monitors component tracking and interchangeability in the company’s system, ensuring compliance with approved manuals and coordinating with Technical Services.
• Provides technical assistance to Fleet Management and Aircraft Records, including aircraft entry/exit processes.
• Monitors and reviews AD/SB actions that Technical Services intends to implement, ensuring compliance and proper entry into the company’s system, and reporting embodiment to OEMs as applicable.
• Manages current and historical data for AD/SB compliance based on aircraft configuration.
• Defines, builds, and maintains the aircraft configuration tree in the company’s system for newly arrived aircraft and landing gears.
• Monitors the aging aircraft Corrosion Prevention Control Program (CPCP) and Structural Sampling Inspection Program (SSSIP) to ensure safety and structural integrity.
• Performs data entry for components (e.g., AIR, HT) for newly arrived aircraft.
• Creates new part numbers and sub-assemblies in the system as needed.
• Assists in providing Aircraft Configuration status reports, including AD and Modification status.
• Provides technical support for OASES system functionality, addressing configuration concerns, troubleshooting, and offering practical training and guidance.
• Maintains OASES history files for technical support and training archives.
• Establishes and maintains OASES backup processes in collaboration with Business Units to mitigate issues during system downtime.
• Reviews OASES system upgrade releases, validating applicability to Jazeera’s processes and coordinating with engineering teams to assess gaps and impacts on Business Units.
• Leads OASES process assessments, revisions, and distribution.
• Coordinates OASES interface issues with other systems (e.g., AIMS, SAP, Skywise, Conduce), ensuring issues are addressed and monitored by relevant Business Units or system proponents.
• Actively participates in Jazeera’s SMS, ensuring compliance with safety and security laws and reporting accidents, incidents, and hazards.

Requirements and Qualifications:

• Degree in Aeronautical/Mechanical Engineering field or equivalent.
• Minimum 5 years experience in a similar role.
• Maintaining technical knowledge of aircraft type and operational procedures.
• Knowledge of EASA Part M, EASA Part 145 and KUWAIT DGCA regulations.
• Knowledge in Airline application-based ERP system (OASES, AMOS)
• Ability to read and demonstrate knowledge from technical publications.
• Advance knowledge of ERP system.
• Project Management Skills.
• Good interpersonal skills.
• Good communication skills and presentation skills.
• Proficient in MS Office.

Aircraft Engine Borescope Inspector

Jazeera Airways is looking for a qualified Aircraft Engine Borescope Inspector to perform the BSI inspection on the operated CFM56-5B and Leap 1A Engines.

Responsibilities and Duties:

• Perform BSI inspection on CFM model engines, preferably CFM56-5B and Leap 1A engines in accordance with approved and current maintenance data
• Record and classify the result of the inspection in terms of written criteria and sign-off maintenance record.
• Prepare detailed BSI report after each engine BSI with pictures and damage dimensions
• Train other Engineers on BSI
• Take appropriate action and decisions based on BSI findings with reference to AMM criteria’s.

Requirements and Qualifications:

• Bachelor Degree / Diploma in Aircraft Maintenance Engineering or equivalent.
• Kuwait DGCA/ UAE GCAA/ EASA License /India DGCA
• BSI Certification on Major Engine Models, preferably CFM56-5B and Leap 1A
• 5 Years BSI Experience in CFM Modal engines
• Preferably have experience in GE Mentor Visual IQ BSI KIT
• Good Knowledge about Engine Gas path stages and BSI Ports
• Time management, team-work, leadership and problem solving skills.
• Excellent communications skills especially in English.

Licensed Aircraft Engineer

Jazeera Airways is looking for Licensed Aircraft Engineer who would be responsible to exercise the license/approval in accordance with the accomplishment of scheduled, unscheduled maintenance and rectification of defects. He/ she will ensure the accomplished maintenance was in line with the required standards and the operating program is achieved in an efficient and safe manner. He/ She will ensure the recording and issuance of Certificates of Release of the accomplished service in accordance with the defined procedures and legislation.

Responsibilities and Duties:

• Perform routine/ non routine Aircraft maintenance tasks as per his authorization scope issued by the company including but not limited to trouble shooting, components removal/ installation, servicing, systems& structural assessment/ repair, AD’s/ SB’s review &compliance etc.
• Advice Shift Leader / Maintenance Manager of any defects found or suspected on aircraft, engines or accessory that may compromise safety and raise the related document to Compliance Monitoring Department.
• Ensure documentation and its certification is completed in a timely manner and to the defined procedures to meet Company requirements.
• Ensure that replacement parts and components are of an approved type, correctly certified and released and are physically inspected prior to fitment to aircraft or component. Ensure that removed components are correctly handled, labelled, blanked, and packed as per ESDS requirements etc.
• Monitor cabin defect log reports to ensure positive corrective actions have been implemented.
• Ensuring all ground support equipment used are cleaned and serviceable and returned to designated areas at the end of his shift period.
• Review Technical log sheets, work packs and other relevant information for evidence of repetitive defects or non-positive maintenance actions following reported defects or rectification and ensure positive defect action has been implemented in a timely manner.
• Support J9 MCC and give technical advice to the crew at base or remote location for rapid recovery of aircraft into service and keeping Management updated.
• Lead the check and any special inspection by ensuring that required tooling and spares are made available and ensure that sufficient resources are available to accomplish that.
• Coordinate with the various other workshops to ensure that all the maintenance is accomplished in timely and acceptable manner.
• Ensure that individual Aircraft Licenses and Authorizations remain valid at all times and report to Compliance Monitoring Department for renewal.
• Carry out flying duties and AOG recovery as per requirement.

Requirements and Qualifications:

• Diploma in Aircraft Maintenance Engineering or equivalent.
• Kuwait DGCA/ UAE GCAA/ EASA License endorsed with Airbus 320 family with CFM 56B and/or LEAP 1A engines.
• Minimum 2 years of certifying experience on A320 family as B1 or B2 Engineer using the privileges of any of the above-mentioned license held by Licensed Aircraft Engineer in the last three years.
• Ability to read, interpret & follow aircraft related maintenance manuals/ Regulations/ Procedures clearly.
• Time management, team-work, leadership and problem solving skills.
• Excellent communications skills especially in English.

Planning Manager

Jazeera Airways is looking for an experienced Planning Manager to be based in Kuwait who would be responsible for Maintenance & Material Planning activities such as: Short Term, Long Term Planning, and Material Planning.

Responsibilities and Duties:

• Develops and maintain written procedures or policies as may be necessary for the improvement of maintenance and material planning processes;
• Directly supervises the implementation of detailed plans and assign routine, non- routine and project works on aircraft and aircraft components for accomplishment by Maintenance Provider or other sub-contractors;
• Maintains a high level of coordination with Quality Assurance, Maintenance Provider, Logistics and other departments to ensure rapid identification, response and resolution of problems affecting on-schedule performance and reliability of the Jazeera Airways operated fleet;
• Lead technical policy in support of the company long term safety and security standards and ensure the safety of company staff and other persons impacted by the company engineering and maintenance activities and promotes adherence to company technical standards in compliance with the approved maintenance program and the requirements of the DGCA;
• The development and implementation of company’s policies and standards as applicable to quality assurance and co-operate with the Compliance Monitoring manager to ensure compliance;
• Enforces the consistent monitoring, scheduling and compliance of all scheduled maintenance tasks in accordance with the approved Maintenance Program and Engineering publications, as requirement in keeping the aircraft serviceable and airworthy;
• Establishes periodic review of Service Providers’ performance, ensuring conformance to Service Line Agreement;
• Regularly assess the performance of Materials and Maintenance Planning against the set Key Performance Indicators as approved by Head of Engineering;
• Performs other duties as required to monitor department budgets related to maintenance and assist all team members to manage all production schedules;
• Manages the monitoring and on-time replenishment of stock-item, directs regular review and updating of safety stock level as set in the system according to the current operational requirement;
• Reviews and endorses for approval the recommendation for additional spares and/or stock provisioning, as well as additional and coverage for parts pooling by contracted service providers, as deemed necessary;
• Management of long-term maintenance plan and make necessary changes required to support operator and company’s objectives;
• Management of Task Cards to ensure the task card database satisfies customer list of work and airworthiness requirements, including; Continuous improvement & development;

Requirements and Qualifications:

• Engineering degree from aeronautical, mechanical, electrical, electronic, avionic or other studies relevant to the maintenance and continuing airworthiness of aircraft/aircraft components and / or DGCA / EASA license in either Airframe and Power plant category or avionics category.
• Minimum 10 years of relevant work experience out of which atleast 3 years in supervisory/ managerial position.
• Knowledge of QMS, SMS, AVSEC, HF, and engineering documentation system;
• Good technical knowledge (theoretical and practical) in A320 aircrafts and company engine types.
• Demonstrate knowledge of the relation with the company maintenance providers and contract policy and procedures.
• Knowledge in Airline application -based ERP system.
• Strong decision-making abilities, and effective problem solving and negotiations skills.