Regional Manager, Customer Experience & Facilitation

Employment Type: Permanent

Contract Duration

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!
  
  

About The Team You Are Joining

Reporting to the Head of Customer Experience and Facilitation, you will be responsible for delivering Customer Experience and Facilitation priorities for the Americas region. These will primarily include leading the Passenger Facilitation, Border Control and Contactless Travel agenda for the region, delivering on IATA campaigns, and providing regional input into the global Customer Experience and Facilitation priorities.  

What Your Day Would Be Like

Lead strategic plans to implement IATA’s priorities on Customer Experience for the Americas region.  

Promote IATA industry strategies, adoption of standards and recommended practices as well as technology enhancements that aim to enable or enhance customer experience and airport processes.

Engage with key stakeholders including Border Control Authorities, States, etc. so as to coordinate IATA actions and responses.

Provide Aviation Customer Experience leadership to the airline community in the region. 

Represent IATA at Regional and Global conferences and events. 

Work closely with Member airlines, airports and with internal colleagues (country offices, regional and HQ) to ensure coordinated, coherent campaign strategies and implementation. 

Support standards development activities through secretariat duties as required. 

Any Other Duties And Responsibilities As May Be Assigned. 

We would love to hear from you if

Strong knowledge and experience in airline operations, airport operations, passenger services in the Americas region

Strong stakeholder management skills with an ability to drive partnership and knowledge exchange with other IATA divisions and regions as well as airline members and other external partners is essential. 

Ability to work on multiple topics simultaneously in a fast-paced team-driven environment. 

Innovative and having the capacity to think out of the box, lead and stimulate continuous process improvement. 

Ability to manage and quickly adapt in a fast-changing environment and to build collaborative relationships with multiple and diverse stakeholders. 

Highly motivated with the ability to work independently and in a self-directed capacity. 

Excellent communication skills (verbal and written English) with the ability to communicate and convey complex ideas to any given audience. 

Comfortable with public speaking and presenting.   

Ability to discuss complex technical subjects with clarity and precision.  

Excellent command of written and spoken English; strong command of Spanish will be an advantage.

Travel Required: y: <25%

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/ . We are looking forward to hearing from you!