Assistant Manager, Technology Excellence

Assistant Manager, Technology Excellence

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This position plays a key role in driving the strategic adoption, optimization, and governance of technology solutions across the entire Airline Customer Management department. This position supports the implementation of digital transformation initiatives, fosters innovation, and ensures that technology aligns with business objectives.

The ideal candidate possesses a strong technical background, project management skills, and a proactive mindset geared toward continuous improvement. This position requires the ability to analyse business needs, translate them into technological solutions, and manage the change process effectively.

Key Accountability

• Lead the identification, evaluation, and implementation of technology-driven process improvements for entire Airline Customer Management department to enhance operational efficiency and support strategic objectives.
• Take initiative in analysing and optimizing customer-facing and back-end processes.
• Identify opportunities to enhance the end-to-end customer engagement through automation, self-service technologies, AI-driven customer support, and data integration.
• Evaluate technology solutions such as Customer Relationship Management (CRM) platforms, customer data platforms (CDPs), and chatbot systems that can elevate the passenger experience while improving operational efficiency.
• Drive the implementation of selected initiatives, ensuring scalability, system compatibility, and measurable performance outcomes in alignment with the airline’s customer-centric and operational strategies.
• Collaborate with business units within Airline Customer Management department to understand functional needs, recommend innovative solutions, and ensure the successful deployment and adoption of technology initiatives, while adhering to governance, risk, and compliance standards.
• Partner closely with departments such as Customer Experience, Ground Operations, IT, Loyalty Programs, and Digital Channels to gather insights into customer pain points and operational challenges.
• Recommend and co-design innovative digital solutions — such as AI-powered disruption management tools, omnichannel communication platforms, or real-time personalization engines that can enhance passenger satisfaction and improving customer experience.
• Oversee deployment with a strong focus on user training, adoption support, and change management.
• Foster and manage strategic external partnerships to drive customer-centric innovation and technology integration.
• Establish and maintain strong relationships with external technology vendors, software developers, and innovation partners to co-develop or implement advanced customer experience solutions.
• Evaluate third-party capabilities through Request for Proposal (RFP), vendor assessments, and pilot projects, ensuring alignment with business requirements and long-term scalability.
• Ensure partnership agreements include clear service level expectations, data security provisions, and ongoing support frameworks.

Qualification & Working Experience

Malaysia Airlines is an equal opportunities employer.

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