Expedia Group
Manager, Crisis Ops
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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.
What You'll Do
People Management and Team Development
- 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 escalate resourcing or workload concerns before they become retention risks.
Operational Execution and Coverage
- 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.
AI and Data Operations
- 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.
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Process, Documentation, and Reporting
- 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, surfacing operational gaps, near-misses, and process improvements, and feeding findings to the Senior Manager for cross-functional synthesis.
- Track and report on team performance metrics including event volume, SLA adherence, and analyst workload, providing clear operational narratives for the Senior Manager and leadership.
- Identify opportunities to improve internal workflows, tooling, or documentation and escalate recommendations with supporting evidence.
- Ensure governance frameworks and policy updates from the Senior Manager are translated into updated team-facing documentation and practiced consistently.
Who You Are
Required
- 5 to 8 years of professional experience in crisis management, emergency operations, security operations, or a closely related field, with at least 3 years in a people management capacity overseeing a team of 3 or more, including experience managing globally distributed and remote teams across multiple time zones.
- Demonstrated ability to build trust, hold people accountable, and develop analyst-level talent in a high-pressure, fast-moving environment.
- Strong operational judgment: you know when to let your team run and when to step in, and you communicate that distinction clearly.
- Excellent written and verbal communication skills, with the ability to brief both analysts and senior leadership with appropriate detail and confidence.
- Experience working in or closely with a 24/7 operations environment, including coverage planning and surge management.
- Comfortable working with operational data, including pulling reports, interpreting trends, and building performance narratives from raw metrics.
- Active use of AI tools in a professional setting, including large language models, AI-assisted monitoring or summarization tools, or workflow automation. You should already be using AI to work faster, better and be prepared to lead your team in doing the same.
- Demonstrated ability to manage competing workloads and project timelines across a team, including defining priorities, setting milestones, and adjusting plans when conditions change.
- Proficiency with Microsoft 365 suite (Teams, SharePoint, Outlook, Excel), Confluence, Jira or equivalent ticketing platforms, and ServiceNow or similar case management tools.
Education
- Bachelor’s degree in emergency management, Public Administration, International Relations, Security Studies, Meteorology, Atmospheric Science, Geography, or a closely related field is required.
- Master's degree in a relevant field is preferred. Candidates with a Master's degree and 3 or more years of applicable experience, or a Bachelor's degree and 6 or more years of applicable experience, will be considered equivalent.
- Equivalent demonstrated professional experience will be considered in place of formal education where the candidate can show depth of practice in crisis operations, emergency management, or a related discipline.
- Professional certifications in emergency management (CEM, AEM), security (CPP, PSP), business continuity (CBCP), or public safety are a meaningful plus.
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Preferred
- Background in travel, hospitality, aviation, or a platform business where the customer population is globally distributed and mobile.
- Familiarity with commercial threat intelligence platforms such as Crisis24, NC4, Everbridge, or OSAC, or meteorological data services such as The Weather Company, DTN, or StormGeo.
- Experience with airline disruption frameworks including IRROPs, Event Waivers, and ASCs, or hotel flex policy structures.
What Sets You Apart
The best candidates for this role are operators who also happen to be great people managers. You do not see scheduling, coaching, and 1:1s as administrative overhead. You see them as the work. You understand that a team covering three regions around the clock is only as strong as the trust, clarity, and consistency you bring to it every day. You have managed through incidents before and know that calm, direct communication from a manager is one of the most stabilizing things a team can have when things get difficult.
How a Strong Manager Operates at EG
Crisis operations does not reward hesitation, and the manager sets the standard for how the team responds. A strong manager at EG does the following.
- Creates an environment where analysts can recognize emerging risk early, prioritize correctly, and move from analysis to action without waiting for direction.
- Holds the team to clear standards around escalation, SLA adherence, and communication quality, and addresses gaps early rather than hoping they resolve.
- Maintains momentum across the team during complex events, ensuring handoffs between pods are clean, owners are named, and nothing falls through between time zones.
- Leads calmly and decisively when conditions are changing quickly, because the team takes its operational cue from how the manager behaves under pressure.
- Actively builds the team's AI capability, treating adoption as a coaching responsibility, not just a technology question.
This connects to EG Behaviors
- Traveler First: act before uncertainty creates avoidable harm.
- Operate with Excellence: build and lead a team that executes accurately within clear timeframes.
- Ownership Mindset: own the team's performance and do not wait for someone else to solve what you can see.
- Succeed Together: create momentum by ensuring every open thread has a named owner and a deadline.
- Think Big: build systems and habits that enable the team to make faster, better decisions at scale.
The ideal mindset: hold the team to a standard of urgency and accuracy, develop the people who meet it, and build the infrastructure that makes both possible.
AI adoption is a management responsibility at EG. Managers are expected to lead by example, build team fluency, and ensure AI tools are used to raise the quality and speed of crisis response.
About Global Crisis Operations at Expedia Group
Expedia Group's Global Crisis Operations function was built from the ground up to provide coordinated, intelligence-driven crisis response across EG's portfolio of brands, including Expedia, Hotels.com, Vrbo, and
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