Product Owner - Disruption Management
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Key skills for this role
About the Role
Etihad Airways is looking for a Product Owner to define and deliver the digital vision for handling irregular operations (IROPS). The role involves owning the roadmap for disruption tools, bridging operational constraints with passenger experience, and automating recovery processes.
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 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
- Experience in product ownership, preferably in airline or travel technology
- Understanding of airline irregular operations (IROPS) and passenger recovery processes
- Ability to define and track KPIs
Full Job Posting
Role Overview
- 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.
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