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About the Role

Expedia Group helps travelers explore the world. This role involves managing a global team of analysts, ensuring operational execution, and championing the adoption of AI tools to enhance crisis response and protect travelers.

Responsibilities

• Provide day-to-day management for analysts across NA, EMEA, and APAC pods.
• Hold regular 1:1s with direct reports, delivering timely coaching and feedback.
• Lead focused and useful team meetings and stand-ups.
• Own the onboarding experience for new analysts, ensuring operational confidence within 90 days.
• Identify training needs and develop or source content to close knowledge or proficiency gaps.
• Work with direct reports to develop individual development plans.
• Identify high-potential analysts and create additional development opportunities.
• Support mid-year and end-of-year performance review cycles.
• Advocate for team growth, recognition, and wellbeing, and escalate resourcing or workload concerns.
• Own the global coverage model, ensuring adequate analyst capacity across all pods.
• Own capacity forecasting for the team, anticipating demand and flagging resourcing gaps.
• Monitor SLA adherence and response quality, flagging gaps and working with analysts to course correct.
• Serve as the operational escalation point during active crisis events.
• Participate in war room syncs during significant events, providing operational updates and team coordination.
• Maintain a working knowledge of the current global threat landscape.
• Champion the team's use of AI tools in day-to-day crisis operations.
• Identify where AI tools can reduce workload, improve response speed, or raise output consistency.
• Ensure analysts are trained and supported in using AI responsibly.
• Use team performance data to identify patterns informing training, staffing, and process decisions.
• Ensure the team is using EG's internal data platforms effectively.
• Own the day-to-day maintenance of Standard Operating Procedures, runbooks, and response playbooks.
• Lead team-level post-event debriefs, surfacing operational gaps and process improvements.
• Track and report on team performance metrics, providing clear operational narratives.
• Identify opportunities to improve internal workflows, tooling, or documentation and escalate recommendations.

Requirements

• 5 to 8 years of professional experience in crisis management, emergency operations, security operations, or a related field.
• At least 3 years in a people management capacity overseeing a team of 3 or more.
• Experience managing globally distributed and remote teams across multiple time zones.
• Demonstrated ability to build trust, hold people accountable, and develop talent in a high-pressure environment.
• Strong operational judgment.
• Excellent written and verbal communication skills.
• Experience working in or closely with a 24/7 operations environment.
• Comfortable working with operational data, including pulling reports, interpreting trends, and building performance narratives.
• Active use of AI tools in a professional setting.
• Demonstrated ability to manage competing workloads and project timelines across a team.
• Proficiency with Microsoft 365 suite (Teams, SharePoint, Outlook, Excel).
• Proficiency with Confluence, Jira or equivalent ticketing platforms.
• Proficiency with ServiceNow or similar case management tools.

Skills

• Crisis management
• Emergency operations
• Security operations
• People management
• Global team management
• Remote team management
• Cross-time zone management
• Coaching
• Feedback delivery
• Onboarding
• Training development
• Performance management
• Capacity planning
• Forecasting
• SLA adherence monitoring
• Operational escalation
• Crisis event response
• Threat landscape analysis
• AI tool adoption
• AI-assisted monitoring
• AI-assisted communication
• AI-assisted impact analysis
• AI-assisted summarization
• Workflow automation
• Data analysis
• Performance metrics reporting
• Process improvement
• Documentation maintenance
• Standard Operating Procedures (SOPs)
• Runbooks
• Response playbooks
• Post-event debriefs
• Microsoft 365
• Confluence
• Jira
• ServiceNow
• Commercial threat intelligence platforms (e.g., Crisis24, NC4, Everbridge, OSAC)
• Meteorological data services (e.g., The Weather Company, DTN, StormGeo)
• Airline disruption frameworks (IRROPs, Event Waivers, ASCs)
• Hotel flex policy structures

Location

• Seattle
• London
• Gurgaon

Work Type

• Full-time
• Hybrid

Experience Level

• Manager
• 3+ years people management
• 5-8 years professional experience

Education Level

• Bachelor's degree in emergency management, Public Administration, International Relations, Security Studies, Meteorology, Atmospheric Science, Geography, or a closely related field required.
• Master's degree in a relevant field preferred.
• Equivalent demonstrated professional experience considered.

Benefits

• Flexibility
• Benefits
• Support

About the Company

• Expedia Group helps travelers explore the world with confidence and ease.
• We are a global travel company powered by passionate people, trusted partnerships, and leading technology.
• We connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.
• Our five Behaviors: Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together foster a supportive environment.
• Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings.
• Global Crisis Operations provides coordinated, intelligence-driven crisis response across EG's portfolio of brands.
• Our team spans Seattle, London, and Gurgaon, providing continuous global coverage across natural hazard events, geopolitical crises, aviation disruptions, public health events, and emerging threats.
• We operate as a cross-functional hub, working daily with Finance, Legal, Government Affairs, Communications, Customer Operations.

Equal Opportunity

• Expedia is committed to creating an inclusive work environment with a diverse workforce.
• All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.