Product Owner – Disruption Management

About the role

The Product Owner – Disruption Management will shape Etihad’s digital strategy for handling irregular operations (IROPS). You will bridge operational constraints and passenger experience, automating recovery processes and delivering real‑time self‑service tools.

Key responsibilities

• Own the end‑to‑end roadmap for disruption tools, including automated re‑accommodation, digital meal/hotel vouchering and proactive communication triggers.
• Serve as the primary liaison between Integrated Guest Control, Guest Relations, Airport Operations and Digital/IT teams.
• Design intuitive digital flows that enable guests to rebook flights or claim compensation in a few clicks, reducing reliance on voice channels.
• Define, monitor and report KPIs such as Automated Re‑accommodation Rate, Contact‑Center Deflection and Guest Satisfaction (NPS) during disruptions.

Required profile

• 5+ years of product management experience, preferably within airline operations.
• Deep knowledge of Passenger Service Systems (PSS), Departure Control Systems (DCS) and IROPS workflows.
• Proven ability to work in Scrum or Kanban environments and influence stakeholders under pressure.

Required skills

• Scrum
• Kanban
• Jira
• Confluence
• APIs
• AI‑driven chatbots
• Robotic Process Automation (RPA)