Manager, Crisis Ops

At Expedia Group, we help travelers explore the world, one journey at a time. As 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. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy.

Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Provide day-to-day management for analysts across the NA, EMEA, and APAC pods, including scheduling, attendance tracking, and coverage planning across time zones.

Hold regular 1:1s with direct reports, delivering timely coaching and feedback grounded in observed performance and operational outcomes. Lead team meetings and stand-ups that are focused, useful, and worth the time of people who are already managing live events. Own the onboarding experience for new analysts, partnering with senior team members to build structured ramp plans and ensure new hires are operationally confident within their first 90 days.

Identify training needs across the team and develop or source content that closes gaps in domain knowledge, tool proficiency, or response process, including AI tool adoption. Work with each direct report to develop individual development plans that address their growth needs and connect to team goals. Identify high-potential analysts and create additional development opportunities that build the next layer of operational leadership.

Support mid-year and end-of-year performance review cycles, bringing clear documentation and consistent calibration to evaluation conversations. Advocate for your team's growth, recognition, and wellbeing, and elevate resourcing or workload concerns before they become retention risks.

Own the global coverage model, ensuring the right analyst capacity is always in place across all three pods, including holidays, surge periods, and planned absences.

Own capacity forecasting for the team, working with the Senior Manager to anticipate demand, flag resourcing gaps, and plan for growth or contraction. Monitor SLA adherence and response quality across the team, flagging gaps early and working with analysts to course correct. Serve as the operational escalation point during active crisis events, providing support and judgment when situations exceed analyst-level authority or complexity.

Participate in war room syncs during significant events, supporting the Senior Manager and cross-functional partners with clear operational updates and team coordination. Maintain a working knowledge of the current global threat landscape across natural hazard and geopolitical event types to provide meaningful context to your team.

Expedia Group is actively investing in AI-assisted operations and expects managers to lead adoption, not just permit it. In this role, that means the following. Champion the team's use of AI tools in day-to-day crisis operations, including AI-assisted monitoring, first-pass communications, impact analysis, and situation summarization. Identify where AI tools can reduce analyst workload, improve response speed, or raise the consistency of outputs, and build those workflows into standard practice.

Ensure analysts are trained and supported in using AI responsibly; the analyst always owns the judgment, regardless of the tool. Use team performance data to identify patterns that inform training, staffing, and process decisions: which event types generate the most workload, where response times slip, and where analyst confidence is lowest. Ensure the team is using EG's internal data platforms effectively, including Trino and Querybook, to quantify traveler exposure and inform escalation decisions during active events.

AI accelerates the work. The manager builds the team that uses it well.

Own the day-to-day maintenance of Standard Operating Procedures, runbooks, and response playbooks, ensuring they are current, accurate, and reflect how the team operates. Lead team-level post-event debriefs following crisis activations,…