Product Owner - Disruption Management

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 via self-service, reducing dependency on voice channels
• Define and track key performance indicators such as Automated Re-accommodation Rate, Contact Center Deflection, and Guest Satisfaction (NPS) during disruptions

Requirements

• 5+ years of experience in Product Management, ideally within Airline Operations
• Deep understanding of Passenger Service Systems (PSS), Departure Control Systems (DCS), and IROPS workflows
• Proven track record working in Scrum/Kanban environments with proficiency in tools like Jira and Confluence
• Familiarity with APIs, AI-driven chatbots, and the use of RPA to bridge legacy system gaps
• Exceptional ability to remain calm under pressure and influence stakeholders in high-stakes environments

About the Company

Etihad Airways is the UAE’s national airline, shaping the future of global aviation from its hub in Abu Dhabi. Through our “Journey 2030” ambition, we are expanding our network and fleet to connect people across continents and cultures, driving a new era of excellence in the aviation industry.