Product Owner - Disruption Management

Synopsis



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
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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