Product Owner - Disruption Management
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Key skills for this role
About the Role
Etihad is seeking a Product Owner for Disruption Management to define and deliver the digital vision for handling irregular operations (IROPS). The role involves bridging operational constraints with passenger experience, automating recovery processes, and providing real-time self-service solutions.
Key Skills for This Role
Responsibilities
- Own the end to end roadmap for disruption tools, including automated re accommodation, digital meal/hotel vouchering, and proactive communication triggers
- Act as the primary link between Integrated Guest control, Guest Relations, Airport Operations, and Digital/IT teams
- Design intuitive digital flows that allow guests to rebook flights or claim compensation in just a few clicks
- Define and track KPIs such as Automated Re accommodation Rate, Contact Center Deflection, and Guest Satisfaction (NPS) during disruptions
Requirements
- 5+ years in Product Management, ideally within Airline Operations
- Deep understanding of PSS, DCS, and IROPS workflows
- Proven track record in Scrum/Kanban environments and proficiency with Jira and Confluence
- Familiarity with APIs, AI driven chatbots, and RPA
- Exceptional calm under pressure mindset and ability to influence stakeholders
Full Job Posting
Job Description
- The Product Owner – Disruption Management is responsible for defining and delivering the digital vision for how the airline handles irregular operations (IROPS).
- The role will bridge the gap between complex operational constraints and a seamless, empathetic passenger experience.
- Your goal is to automate recovery processes, reduce manual intervention in contact centers, and provide real time, self service solutions for guests.
Key Responsibilities
- Own the end to end roadmap for disruption tools, including automated re accommodation, digital meal/hotel vouchering, and proactive communication triggers
- Act as the primary link between Integrated Guest control, Guest Relations, Airport Operations, and Digital/IT teams
- Design intuitive digital flows that allow guests to rebook flights or claim compensation in just a few clicks, reducing dependency on voice channels.
- Define and track KPIs such as Automated Re accommodation Rate, Contact Center Deflection, and Guest Satisfaction (NPS) during disruptions
Qualifications
- 5+ years in Product Management, ideally within Airline Operations
- Deep understanding of PSS (Passenger Service Systems), DCS (Departure Control Systems), and IROPS workflows
- Proven track record in Scrum/Kanban environments and proficiency with tools like Jira and Confluence
- Familiarity with APIs, AI driven chatbots, and how RPA can be used to bridge legacy system gaps
- Exceptional calm under pressure mindset and the ability to influence stakeholders in a high stakes environment
Recruitment Process
- All applications will be reviewed by a human member of our Recruitment Team
- Shortlisted applicants will be invited to complete a recorded video interview via HireVue
- After review of completed video interviews, shortlisted candidates will be invited to an initial technical interview with the hiring manager
- Finalists may be invited to complete a job related case study and present in a final meeting with the hiring team
- All candidates will be notified as to the status of their application as soon as is possible
About Etihad Airways
- Etihad Airways is more than the UAE’s national airline we’re shaping the future of global aviation.
- From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence.
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