Product Owner - Disruption Management Etihad Airways

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.

Accountabilities

• 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.

Education & Experience

• 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