Global Crisis Operations Leader

Expedia; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Expedia Group is seeking a Global Crisis Operations Manager in London to lead crisis response across brands, manage a distributed team, and drive AI-enabled improvements. You will coordinate cross-functional partners and maintain governance of playbooks and SOPs.

You will guide analysts across time zones, ensure coverage during surge events, and develop talent through structured ramp plans and ongoing coaching.

Qualifications

• 5+ years of crisis management or related field experience.

Responsibilities

• Provide day-to-day management for analysts across NA, EMEA, and APAC pods.
• Lead onboarding and ramp planning for new analysts, with structured development.
• Own global coverage model and capacity forecasting with the Senior Manager.
• Champion AI-enabled operations and ensure responsible AI usage by the team.
• Own post-event debriefs and drive process improvements.

Skills

Crisis management

People management

Team development

Operational execution

AI tools adoption

Education

Bachelor's degree in emergency management or related field

Master's degree preferred

Tools

Microsoft365

Confluence

Jira

ServiceNow

Job description

Expedia Group is seeking a Global Crisis Operations Manager in London to lead crisis response across brands, manage a distributed team, and drive AI-enabled improvements. You will coordinate cross-functional partners and maintain governance of playbooks and SOPs.

You will guide analysts across time zones, ensure coverage during surge events, and develop talent through structured ramp plans and ongoing coaching.