Etihad Airways
Aviation
ProductOwner-DisruptionManagement
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“Product Owner - Disruption Management at Etihad Airways. Skills: Disruption Management, Product Strategy, Passenger Experience. Define digital vision for irregular operations. Automate recovery processes”
What You'll Achieve.
Automated Re-accommodation Rate; Contact Center Deflection; Guest Satisfaction (NPS)
Industry & Context.
What They're Looking For.
Must Have
5+ years in Product Management, Airline Operations experience, Deep understanding of PSS, Deep understanding of DCS, Deep understanding of IROPS workflows, Proven track record in Scrum/Kanban, Proficiency with Jira, Proficiency with Confluence, Familiarity with APIs, Familiarity with AI-driven chatbots, Familiarity with RPA
Nice to Have
Product Management within Airline Operations preferred
What You'll Do.
Define digital vision for irregular operations
Automate recovery processes
Reduce manual intervention in contact centers
Provide real-time self-service solutions
Own roadmap for disruption tools
Act as primary link between teams
Design intuitive digital flows for guests
Define and track KPIs
How You'll Work.
Team & Collaboration
Integrated Guest control; Guest Relations; Airport Operations; Digital/IT teams
Process & Methodology
Scrum, Kanban, Roadmap
Full 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. Your 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 The recruitment process for this position will involve the following steps: 1. All applications will be reviewed by a human-member of our Recruitment Team 2. Shortlisted applicants will be invited to completed a recorded video interview via our third-party platform HireVue. This interview will allow you to record your responses to a range of questions related to the position and will allow you to demonstrate your knowled
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