Pilot Support & Engagement Manager

Synopsis

At Etihad, our pilots are the backbone of operational excellence. We are committed to fostering a culture of trust, transparency, and continuous support across every stage of the pilot career journey.

The Pilot Support & Engagement Manager plays a critical leadership role in shaping the pilot experience by overseeing crew communications, engagement strategy, and frontline support through the dedicated Pilot Support Team. As the voice of the pilot community within Flight Operations, this role ensures alignment between operational leadership, HR, and crew needs in a complex, safety-driven environment.

If you are passionate about driving meaningful engagement, leading cross-functional collaboration, and creating an environment where crew feel supported and heard, this is your opportunity to make a tangible difference.

Accountabilities

• Team Leadership & Support Delivery: Lead the Pilot Support Team in providing professional, confidential, and responsive assistance to pilots, ensuring timely resolution of both operational and personal concerns.
• Crew Engagement Strategy: Design and implement engagement programmes that reflect crew wellbeing, operational feedback, and Etihad’s cultural values, covering pilots and cabin crew populations.
• Internal Communications: Oversee all regulatory and operational communications for Flight Operations, ensuring compliance with UAE GCAA and international standards, and collaborating with Etihad’s internal communications team for the creation and dissemination of non-regulatory and operational communications.
• Policy & Case Management: Partner with Fleet Managers and HR to ensure consistent application of performance, conduct, and grievance policies, with a strong focus on fairness, confidentiality, and compliance.
• Engagement Initiatives & Events: Drive locally-led crew initiatives such as town halls, recognition events, and listening forums in collaboration with the Central Communications and Operational Leadership teams.
• Insights & Risk Identification: Analyse engagement metrics, feedback trends, and operational sentiment to proactively address morale risks and shape targeted engagement or communication responses.
• Leadership Advisory: Serve as the key advisor to Flight Operations leadership on pilot morale, cultural trends, and emerging crew issues—ensuring crew voices are represented in strategic decision-making.
• Digital Enablement: Champion the use of digital tools such as surveys, newsletters, portals, and internal platforms to ensure pilots remain connected, informed, and engaged across all fleets.
• KPI Management & Reporting: Define and monitor key performance indicators across the engagement and support landscape to evaluate impact and drive continuous improvement.
• Cross-Functional Collaboration: Liaise closely with HR, Training, Safety, and Network Operations to embed crew-centric thinking across safety culture, workforce planning, and day-to-day operations.
  
  

Education & Experience

• Bachelor’s degree from a recognised institution.
• Minimum 7 years of professional experience, including managing crew or employee engagement programmes.
• Proven experience leading internal communications or change management initiatives in complex, regulated environments.
• Demonstrated ability to lead teams and influence diverse stakeholder groups, including flight crew, HR, and operational leadership.
• Strong project management, interpersonal, and analytical skills.
• Experience in aviation, hospitality, or other safety-critical industries is preferred.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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