Analyst II, Global Crisis Operations

Job description

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. Analyst II, Global Crisis Operations Introduction to the Team The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company. 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 others. Our team spans Seattle, London, and Gurgaon, providing continuous global coverage across natural hazard events, geopolitical crises, aviation disruptions, public health events, and emerging threats. We operate as a cross-functional hub, working daily with Finance, Legal, Government Affairs, Communications, Customer Operations, and a standing Crisis Tiger Team, to ensure EG can protect travelers and respond to disruption with speed, accuracy, and care. You bring a strong sense of urgency to high-consequence, fast-moving situations. You recognize emerging risk early, rapidly prioritize traveler and business impact, and move from analysis to clear recommendation and action without sacrificing accuracy. You know when to escalate, how to maintain momentum across stakeholders and time zones, and how to remain calm, organized, and decisive when conditions are changing quickly. This is not a passive monitoring role. You will bring urgency and judgment to every phase of the response, from detecting emerging risk and quantifying impact to coordinating mitigation, communicating clearly, and ensuring decisions are made in time to protect travelers, partners, and EG. The language reflects Crisis Operations' existing expectations: real-time monitoring, evidence-based assessment, action within established SLAs, clear ownership, and coordinated response under pressure. The best candidates for this role think in systems, not checklists. You understand that a Category 4 storm making landfall in Cancun is not just a weather event. It is a cascade of flight cancellations, hotel evacuations, stranded travelers, partner relations calls, and leadership questions that all hit simultaneously. You have been in that kind of environment before. You know how to stay calm, communicate clearly, and keep others oriented when things are moving fast. In this role, you will: • Monitor global threat intelligence feeds, meteorological data, geopolitical risk sources, and open-source information streams to identify emerging crisis events in real time • Assess severity, scope, and traveler impact of events including but not limited to tropical cyclones, earthquakes, wildfires, floods, civil unrest, armed conflict, terrorism, and mass casualty events • Apply structured analytical frameworks to distinguish developing situations from noise, and escalate at the right threshold with clear impact assessments • Maintain situational awareness across multiple concurrent events, producing concise internal intelligence summaries for leadership and cross-functional partners • Execute crisis response actions within established SLAs, including activating traveler communication workflows, updating flex waiver policies, and coordinating with airline and hotel partner relations teams • Participate in and help facilitate cross-functional war room syncs during active crisis events, driving toward clear actions, owners, and timelines • Support the development and deployment of proactive in-app and email traveler messaging, applying governance frameworks to determine notification thresholds • Coordinate with Customer Operations, Trust and Safety, Legal, Government Affairs, and Communications stakeholders to align on response posture • Contribute to monthly and quarterly crisis operations metrics narratives, including executive-level summaries covering event volume, response performance, and trend analysis • Perform post-event reviews to identify process gaps, near-misses, and improvement opportunities; document findings in standardized formats • Maintain and improve crisis event logs, SharePoint trackers, and internal knowledge bases to ensure institutional knowledge is retained and searchable • Produce clear, concise performance reports for leadership audiences, translating operational data into narratives that support decisions about resourcing, thresholds, and process improvements • Query traveler booking, itinerary, and operational data to quantify how many travelers are in an affected area, what products they hold, and what remediation options are available, using SQL across EG's internal data platforms including Trino and Querybook • Build and maintain exposure trackers that give leadership a real-time picture of traveler and partner impact during an active event, updated as the situation evolves • Translate raw data into clear escalation inputs: how many travelers are affected, what is the financial exposure, what decisions are time-sensitive, and what actions are already in motion • Identify patterns across historical crisis events to inform threshold definitions, SLA calibratio