Flight Fulfillment Product Operations Associate

Capital One; McLean (VA); On-site; USD 73,000 - 84,000; Full time

Job summary

Capital One Travel is seeking a Product Operations Associate to support Flights Fulfillment across the post-booking journey. You will collaborate with Product, Engineering, Customer Service, and external providers to ensure reliable servicing workflows, scalable automation, and strong customer experiences.

You will handle day-to-day post-booking operations such as schedule changes, cancellations, refunds, and servicing escalations, while contributing to automation improvements and operational

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 1 year in product operations, travel operations, customer operations, or technical support.
• At least 5 years experience in air travel and with air travel providers Sabre, Amadeus, Travelport, Aggregators, NDC, or ARC.

Responsibilities

• Support operational health and day-to-day performance of post-booking servicing systems and workflows.
• Monitor servicing queues, metrics, and workflow performance to identify issues and trends.
• Assist with operational escalations related to ticketing, exchanges, cancellations, refunds, schedule changes, and fulfillment support.
• Support bug triage, issue tracking, and operational investigations across booking environments.
• Conduct testing, validation, and QA of new servicing features and integrations in staging and production.
• Maintain servicing documentation, playbooks, and escalation processes.
• Onboard and enable readiness activities for new airline, provider, and servicing initiatives.
• Coordinate incoming operational requests and manage Product Ops Intake Board.
• Collaborate with Customer Service, Product, Engineering, Commercial, and external providers to resolve issues and drive improvements.
• Use dashboards, reporting tools, and AI-assisted tech to surface trends and inform decisions.
• Support launches, roadmap activities, and cross-functional initiatives across Capital One Travel categories.
• Advocate for customer experience by identifying gaps and sharing actionable insights with product teams.

Skills

Operational excellence

Problem solving

Technical curiosity

AI fluency

Analytical mindset

Customer focus

Teamwork

Ownership

Communication

Continuous learning

Education

High School Diploma, GED or equivalent

Tools

Jira

Confluence

Amplitude

Datadog

AI technology

AWS

XML/JSON protocols

Google Suite

Job description

Capital One Travel is seeking a Product Operations Associate to support Flights Fulfillment across the post-booking journey. You will collaborate with Product, Engineering, Customer Service, and external providers to ensure reliable servicing workflows, scalable automation, and strong customer experiences.

You will handle day-to-day post-booking operations such as schedule changes, cancellations, refunds, and servicing escalations, while contributing to automation improvements and operational