Analyst Crisis Operations

About Global Crisis Operations at Expedia Group

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.

What You'll DoCrisis Monitoring and Assessment

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.

Response Operations

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.

Reporting and Analytics

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.

Data and Exposure Analysis

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 calibration, and playbook updates.

AI in Crisis Operations

Expedia Group is actively investing in AI-assisted operations and expects analysts to be fluent, practical users of AI tools in their day-to-day work. In this role, that means the following.

Use AI tools to accelerate monitoring and signal detection across large volumes of threat intelligence, news, and meteorological data, reducing the time between event onset and first assessment.

Leverage AI-assisted drafting to produce first-pass traveler communications, leadership updates, and situation summaries faster, while owning the review, accuracy, and final judgment on every output before it goes out.

Apply AI tools to impact analysis tasks including trend detection, exposure pattern recognition, and historical event comparison, using outputs to sharpen the quality and speed of escalation decisions.

Contribute to the team's AI adoption efforts by sharing what works, flagging what does not, and helping build repeatable AI-assisted workflows that raise the floor for the whole team.

Process and Governance

Use ServiceNow to manage the full lifecycle of crisis incidents end to end, from initial logging and classification through active monitoring, stakeholder updates, escalation tracking, and closure, ensuring every event has a complete, auditable record.

Contribute to the development and upkeep of Standard Operating Procedures, runbooks, and response playbooks across natural hazard and geopolitical event types.

Identify gaps in existing policies and escalate with clear, evidence-based recommendations to senior team members and cross-functional stakeholders.

Support onboarding of new analysts by sharing operational knowledge, reviewing their work, and modeling strong analytical and communication standards.

Who You AreRequired

3 to 5 years of professional experience in one or more of the following disciplines: operational meteorology, geopolitical risk analysis, security operations, emergency management, or crisis response.

Demonstrable ability to assess and communicate complex, fast-moving situations clearly and concisely, in writing and verbally, to both technical and non-technical audiences.

Experience working in or closely with a 24/7 operations environment, with comfort managing competing priorities under time pressure.

Strong data skills: comfortable writing and adapting SQL queries, building trackers and dashboards in Excel or Sheets, and translating raw metrics into clear recommendations. The ability to extract signal from operational data quickly is a core part of this job.

Active use of AI tools in a professional setting, including large language models, AI-assisted monitoring or summarization tools, or automated alerting systems. You do not need to be an AI engineer, but you should be using AI regularly to work faster and better, and be able to speak to how.

Proficiency with Microsoft 365 suite (Teams, SharePoint, Outlook, Excel), Confluence, and Jira or equivalent ticketing platforms.

Bachelor's degree in Meteorology, Atmospheric Science, International Relations, Political Science, Security Studies, Geography, Emergency Management, or a closely related field is required. Candidates with 6 or more years of applicable professional experience in crisis operations, emergency management, meteorology, geopolitical risk, or a related discipline will be considered equivalent in place of a formal degree.

Preferred

Experience with commercial threat intelligence platforms such as Crisis24, NC4, Everbridge, or OSAC, or meteorological data services such as The Weather Company, DTN, or StormGeo.