Product Owner - Disruption Management

About the role

The Product Owner – Disruption Management will define and deliver the digital vision for handling irregular operations (IROPS) at Etihad Airways. You will bridge complex operational constraints with a seamless, empathetic passenger experience, automating recovery processes and reducing manual contact‑center interventions.

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 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, lowering voice‑channel dependency.
• Define and track 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 understanding of Passenger Service Systems (PSS), Departure Control Systems (DCS), and IROPS workflows.
• Proven track record in Scrum/Kanban environments.
• Calm‑under‑pressure mindset with strong stakeholder‑influence abilities.

Required skills

• Jira
• Confluence
• API integration
• AI chatbots
• Robotic Process Automation (RPA)
• Scrum
• Kanban