Analyst II, Global Crisis Operations at Expedia · Gurugram

Analyst II, Global Crisis Operations
Location: IND0011 - Gurgaon - Downtown - Expedia
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.
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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 calibration, and playbook updates
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
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
Experience and Qualifications:
4+ 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
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
Background in travel, hospitality, aviation, or a platform or marketplace business where the customer population is globally distributed and mobile
Familiarity with airline disruption frameworks including IRROPs, Event Waivers, and ASCs, or hotel flex policy structures
Experience with CRM or case management platforms such as ServiceNow or Salesforce, including hands-on incident or case logging, queue management, and status tracking. Familiarity with managing a case through its full lifecycle from open to close is a meaningful advantage in this role
Professional certification in emergency management (CEM, AEM), security (CPP, PSP), or a related discipline
Recognizes early signals and assesses what requires immediate attention, distinguishing developing situations from background noise before others have flagged them
Prioritizes traveler safety, material exposure, and time-sensitive decisions above completeness, because in crisis work a good decision now is almost always better than a perfect decision later
Moves from information gathering to recommendation and action quickly, without waiting to be asked what the next step is
Escalates early when delay could increase traveler, partner, operational, or reputational impact, and escalates with enough context that the person receiving it can act immediately
Maintains momentum across handoffs, approvals, communications, and follow-up, treating every open thread as their responsibility until it is formally closed or handed to a named owner
Stays calm and accurate under pressure, because the organization takes its cue from how the analyst communicates, and panic or imprecision in a crisis brief is its own kind of risk
Accommodation requests
Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request athttps://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group
Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice
Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.