Global Crisis Operations Manager (AI-Driven)

Expedia, Inc.; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Expedia Group is seeking a seasoned Crisis Operations Manager to lead a globally distributed team across NA, EMEA, and APAC. You will own the coverage model, drive AI-enabled workflows, and partner across functions to ensure rapid, accurate crisis response.

The role combines people leadership with hands-on operational execution in a 24/7 environment. You will mentor analysts, manage performance, and implement training and playbooks to improve incident handling and decision quality.

Qualifications

• 5–8 years in crisis management or emergency operations with 3+ years in people management.
• Experience leading globally distributed and remote teams across time zones.
• Strong written and verbal communication skills with leadership experience.
• Active use of AI tools in professional settings and driving adoption.

Responsibilities

• Manage analysts across NA, EMEA, APAC pods, including scheduling and coverage planning.
• Conduct 1:1 coaching, performance reviews, and development planning.
• Oversee onboarding, ramp plans, and training content development.
• Own global coverage model and capacity forecasting for the team.
• Lead crisis operations, war rooms, and post-event debriefs.
• Drive AI-enabled monitoring, summarization, and decision workflows.

Skills

Crisis management

Emergency operations

People management

Operational judgment

AI adoption

Data-driven decision making

Stakeholder communication

Education

Bachelor’s in emergency management

Bachelor’s in Public Administration

Bachelor’s in International Relations

Master’s preferred

Tools

Microsoft 365 (Teams, SharePoint, Outlook, Excel)

Confluence

Jira

ServiceNow

Trino / Querybook familiarity

Job description

Expedia Group is seeking a seasoned Crisis Operations Manager to lead a globally distributed team across NA, EMEA, and APAC. You will own the coverage model, drive AI-enabled workflows, and partner across functions to ensure rapid, accurate crisis response.

The role combines people leadership with hands-on operational execution in a 24/7 environment. You will mentor analysts, manage performance, and implement training and playbooks to improve incident handling and decision quality.