Director of Airport and Transfer Experience

Roles & Responsibilities

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.

This strategic and results-driven leader plays a pivotal role in shaping the end-to-end journey across airport and connection touchpoints. The candidate should have experience building consensus among diverse global teams, as well as managing multiple complex projects and product streams simultaneously, balancing strategic vision with operational execution.

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

Results-Oriented Execution

Data & Customer Information

Planning Oversight

Quality Assurance

Stakeholder Engagement

Key Performance Indicators

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What We Offer

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Be part of shaping the future of air travel with the world’s largest airline alliance.

Tell employers what skills you have

Negotiation

Outlook

Management Skills

Leadership

Quality Control

Quality Assurance

Customer Information

Business Acumen

Rollout

Stakeholder Engagement

JIRA

Team Leadership

Facilitation