Product Owner - Disruption Management

JobsCloseBy Editorial Insights

Etihad Airways seeks a Product Owner for Disruption Management to shape the digital vision for irregular operations, automate recovery, reduce contact center work and enable real-time self service onsite in Abu Dhabi. Own the disruption tools roadmap including automated re-accommodation, digital vouchering and proactive communications, linking Integrated Guest Control, Guest Relations, Airport Operations and Digital IT. Track KPIs such as Automated Re-accommodation Rate, Contact Center Deflection and NPS, and stay poised under pressure while influencing stakeholders. To apply, tailor your CV to show airline ops, PSS and DCS, Scrum or Kanban with Jira, and API or RPA projects; highlight cross-functional collaboration and measurable KPI improvements. Prepare for HireVue with end-to-end roadmaps.

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 knowledge and experience in a way that just your CV alone would not be able to. It also ensures fairness for you and all candidates, as all of our shortlisted candidates are asked the same questions and assessed on their responses. 
3. After a review of completed video interviews, shortlisted candidates will be invited to an initial technical interview with the hiring manager. 
4. Finalists may be invited to complete a job-related case study and present in a final meeting with the hiring team.
5. All candidates will be notified as to the status of their application as soon as is possible.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.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.