Etihad Airways is seeking a sharp, detail-driven Cargo Controller to join its 24/7 Cargo Operations Center, providing live monitoring of shipments focused on high yield products and special loads. This role ensures service recovery of every irregularity and proactive communication with affected customers, safeguarding safe, secure and on-time delivery of high-profile shipments across key routes.
About the Role — Live Cargo Operations Monitoring
Core Focus: 24/7 live monitoring of shipments, especially high yield products and special loads
Performance Standards: Tracking dashboards and KPIs against OTP, Cargo IQ standards, SLAs and FAP
Service Recovery: First-level investigation of reported service failures and delays
Stakeholder Coordination: Close collaboration across HUB and Network to ensure timely delivery
Career Opportunity & Aviation Impact
Airline of Scale: Etihad Airways operates from its hub in Abu Dhabi, connecting continents and cultures
Vision 2030: Part of Etihad’s “Journey 2030” ambition to double its fleet and expand its network
Skill Development: Build expertise in real-time cargo monitoring, risk assessment and service recovery
Career Growth: Contribute to a world-class aviation cargo operation with global reach
Position Overview
This Cargo Controller role involves monitoring dashboards and KPIs related to OTP, Cargo IQ standards and SLAs, providing first-level investigation of service failures and arranging efficient recovery, assessing the financial impact of recovery alternatives, making day-to-day operational decisions to mitigate safety and security risks, monitoring special loads and products via multiple platforms, and supporting the Commercial Products and Hub Quality Team with end-to-end shipment monitoring.
Why This Role Matters: As Cargo Controller at Etihad Airways, you safeguard the safe, on-time delivery of high-value and special cargo across a global aviation network, apply real-time monitoring and rapid problem-solving to prevent service failures, coordinate closely with stakeholders across the HUB and Network to resolve irregularities, uphold strict industry standards including Cargo IQ and SLA compliance, and build a specialized career within one of the UAE’s flagship national airlines.
Key Responsibilities
Live Monitoring & Performance Tracking
- Monitor different dashboards and KPIs based on OTP, Cargo IQ standards, SLAs and FAP requirements
- Ensure safe, secure and on-time delivery of high-profile shipments on key routes/flights
- Real-time monitoring of all irregularities with dedicated attention to special products and high value customers
Service Recovery & Risk Management
- Provide first-level investigation on reported service failures and delays, arranging efficient recovery
- Assess the financial impact of service recovery alternatives and evaluate solutions for customer satisfaction
- Make day-to-day operational decisions to manage and mitigate safety and security-related risks
- Escalate medium or higher-level risks to appropriate management level personnel
Special Loads & Stakeholder Coordination
- Monitor and track special loads and products via different platforms to ensure SLA-compliant processing
- Communicate with stakeholders on identified gaps or delays in cargo processing milestones
- Act swiftly and communicate proactively with customers and internal parties about booking changes
- Engage relevant stakeholders in constructive problem resolution to avoid unnecessary costs and delays
End-to-End Shipment Support
- Support the Commercial Products and Hub Quality Team with end-to-end shipment process monitoring
- Comply with Etihad communication standards and represent company values externally and internally
Qualifications & Requirements
Educational Requirements
- Educated to at least high school level, preferably diploma level in logistics, operations management or a related discipline
- Acquired specialization in cargo handling operations
Experience Requirements
- At least three years of cargo operations and/or cargo customer experience
Essential Skills
- Good understanding of computer airfreight specifications
- In-depth knowledge of industry standards and legal regulations
- Industry training in DG/AVI/Cargo Operations/Security/Customer Service
- Fully conversant with cargo handling processes, procedures and regulatory compliance expectations
- Ability to work independently and assess financial impact of recovery decisions
About Etihad Airways
Join Etihad Airways, more than the UAE’s national airline — a company shaping the future of global aviation. From its hub in Abu Dhabi, Etihad connects people across continents and cultures while driving its “Journey 2030” ambition to double its fleet, expand its network and grow its people for a new era of excellence.
Career Excellence: Safeguard critical air cargo delivery within one of the world’s leading national airlines.
Who Should Apply?
- Cargo Operations Professionals: With 3+ years of airline or cargo operations experience
- Aviation Logistics Specialists: Familiar with Cargo IQ, SLA and OTP performance standards
- DG/AVI Trained Personnel: With cargo security and customer service certifications
- Problem Solvers: Confident managing service recovery and risk mitigation independently
- Shift Workers: Available for 24/7 rotating shift schedules in a cargo operations center
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