Heba Almasri
Head of Operations & Innovation @Qatar Airways
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WORK HISTORY
Head of Operations & Innovation @Qatar Airways
Led the end-to-end transformation and strategy of Discover Qatar’s operations across logistics, customer success, cruise, tour bookings, and digital platforms. Oversaw a cross-functional team of 90+ staff across operational units driving measurable improvements in service quality, cost efficiency, and revenue growth.Serve on the AI Skyways Champion team, guiding enterprise-wide AI transformation and delivering internal training to align teams on AI readiness.Directed multi-unit operations (airport, logistics, guides, booking, cruise, CX, and tech) with full P&L accountability and KPI ownership.Introduced agile practices across tech/product teams to accelerate service enhancements and internal tools.Implemented process and systems improvements that saved 870+ hours, cut overtime by 53%, and reduced customer complaints by 25%.Launched a centralized Customer Care unit and four real-time performance dashboards to increase visibility and team alignment.Achieved NPS >70 consistently and earned “Best Cruise Operation” by Port Authorities through operational excellence.Delivered cruise customer movements over 17 weekends, exceeding budget goals by 36%.Supported VIP operations for F1, Asian Cup, and major sponsorship events, ensuring premium service delivery end-to-end.Drove a culture of continuous improvement through change management, training, and performance coaching of department leads.
EDUCATION
The University of New Mexico - Robert O. Anderson School of Management
Master of Business Administration - MBA
The University of New Mexico - Robert O. Anderson School of Management
Bachelor of Business Administration - BBA
ABOUT HEBA ALMASRI
Strategic Growth Engine:$12M ops → 136% revenue | AI CX | Startup Founder & …
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