Project Manager - Passengers Experience

JOB PURPOSE:

Oversee end-to-end delivery of card & ticketing, revenue collection, AFC, and passenger informationprojects, ensuring timely completion, executive reporting, and close coordination with the Marketing& Corporate Communication (MCC) team to drive awareness, ridership, and boost customersatisfaction across Dubai Metro & Tram.

ROLES & RESPONSIBILITIES:

Strategy

• Lead the full project governance lifecycle for passenger experience initiatives, including scopeand resource planning, cross-functional execution, risk and alignment monitoring, andstructured closure with documented lessons learned.• Plan and approve project scope, schedules, budgets, resources, and risk registers, securefinance approval and conduct studies on future fare revenues and projected passengergrowth to guide long-term planning, supporting data-driven enhancements across passengerinformation systems• Define and update fare structures, tariff policies, and marketing plans to curb evasion, growrevenue, and align with RTA objectives, while setting KPIs for O&M contractor performance inAFC operations, revenue reporting, and customer service.• Approve tariff structures, cryptographic key issuance, and disaster-recovery procedures tosafeguard revenue streams, information assets, and operational resilience.• Manage projects related to digital transformation and information publication kioskinitiatives, ensuring seamless integration, user accessibility, and alignment with RTA’spassenger experience vision.

Operations

• Monitor AFC central systems, station devices, car-park fare systems, and parking collections,verifying data integrity, SAM card deployment, KPI compliance, and cybersecurity acrossoperator systems.• Prepare and review high-level executive reports, including the Chairman’s summary,highlighting project performance, revenue outcomes, and key passenger experienceinitiatives for leadership and stakeholder review.• Liaise with MCC to ensure consistent messaging across digital and physical platforms, andoversee publication of key passenger and stakeholder communications, integrating updatesinto Passenger Information Hub channels to ensure unified, real-time communication.• Coordinate with Finance, ACS, and Rail teams on revenue distribution, audits, reconciliations,and cash-security measures; manage daily financial settlements; and ensure operatorcompliance with tariff laws, ticket inspections, and revenue-protection procedures.• Oversee AFC implementation in new projects, supervising construction, commissioning,integration, factory tests, and operational readiness, including software and hardwareupgrades.• Roll out fare-table changes, tariff schedule amendments, publicity materials, and multichannelpassenger information across all outlets, while coordinating service updates,vending-machine locations, and touchpoints.• Supervise operator handling of complaints, appeals, and grievances, ensuring timely closurein CRM systems in coordination with Authority committees.• Supervise operator maintenance of AFC hardware, software, communication systems, andCCTV, enforcing preventive/corrective measures, obsolescence management, and KPIstandards.

Product / Process Improvement

• Analyze AFC faults, software failures, system performance, passenger-flow data, ridership,and revenue trends; prepare reports; and recommend technology or proceduralenhancements to improve accuracy, uptime, customer satisfaction, and revenue.• Implement corrective actions based on passenger-satisfaction surveys, mystery-shopperfindings, SLA reviews, and lessons-learned exercises, embedding improvements into futureprojects and departmental procedures.• Benchmark AFC performance, implementation methodologies, audit processes, andmarketing strategies against global best practices to ensure continuous improvement.• Draft and review tenders, SLAs, upgrade documents, and contracts, embedding AI, analytics,cybersecurity requirements, and international standards and provide expert advice ingovernance, bid analysis, and interdepartmental initiatives.

Physical Working Conditions

• Conduct site inspections during installation, testing, commissioning, and equipmentvalidation; be available after hours for critical cutovers, audits, or fault-resolution activities.

Education:

# Bachelor degree in Engineering, Computer Science or Transportation Management or Business Administration from a recognized university with PMP/Masters Certificates. 

Experience:

# 6+ Years in case of Master’s degree (8+ years in case of Bachelor’s degree)