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Crisis Operations Analyst

United Kingdom - London

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Crisis Operations Analyst

The Crisis Management Operations (CMOPS) team is responsible for monitoring and responding to world events (natural disasters, severe weather, political/civil unrest etc) that may impact Expedia Group’s Global customers. We analyze and assess events to deliver a timely and accurate response through effective communication and stakeholder facilitation.

By identifying events and assessing potential impact we can reduce friction caused by travel disruption, ensuring a positive customer experience. We aim to ensure our agents and customers are well-informed and the business is ready to respond. By providing a positive experience we build trust and loyalty with our customers and reduce operational costs associated with service disruption.

What you’ll do:

  • Proactively identify and monitor risk situations, assess impact to Expedia Group's customers and follow pre-determined escalation actions and mitigation strategies

  • Monitor travel industry policies and partner impact related to operational disruptions

  • Publish travel alerts on our sites and knowledge articles for contact center agents

  • Send crisis communications using prescribed systems and templates

  • Partner with other internal operations teams and Sr. Crisis Operations Analysts to support the co-ordination of Expedia Group’s crisis response

  • Support Sr. Crisis Operations Analysts during cross-functional crisis co-ordination conference bridges

  • Identify opportunities to optimize internal crisis team operations and document process improvements

  • Provide on-call support for after-hours crisis management escalation decisions and actions, including some weekends

  • Work nonstandard hours and more than 40 hours per week when large scale crisis events occur

Who you are:

  • A strong commitment and willingness to learn as well as share knowledge

  • An ability to problem-solve and apply critical thinking

  • Good judgement, attention to detail and knowledge of how to raise problems and roadblocks

  • Experience interacting with other employees and working with a variety of people from diverse backgrounds

  • An ability to perform day to day core tasks with limited instruction or guidance

  • A willingness to work flexible working hours to support a 24x7 environment

  • Capable of efficiently prioritizing and completing tasks in an evolving environment

  • Solid research/analysis skills

  • Excellent verbal/written communication and comprehension skills

  • Solid understanding of data and factors that influence customer experience

  • Proficient computer skills including MS Word, MS Excel, PowerPoint, Outlook

  • Knowledge of HTML, Service Now, Adobe, Jira and SharePoint

  • An understanding of customer service/issues

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.
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R-65256

Job Category
Operations & Services Group

Job Function
Customer Service

Location
United Kingdom - London

Job Type
Full-Time Regular

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