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 and 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.
- 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
Additional Information
- Recruitment process includes application review, video interview via HireVue, technical interview, and final case study presentation.
- Etihad Airways is the UAE's national airline, shaping the future of global aviation from Abu Dhabi.
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