Analyst Crisis Operations

About the role

Join Expedia Group's Global Crisis Operations team in Seattle, London, or Gurgaon. We provide coordinated, intelligence-driven crisis response across our portfolio of brands, including Expedia, Hotels.com, and Vrbo. Our team spans multiple locations to offer continuous global coverage for natural hazard events, geopolitical crises, aviation disruptions, public health events, and emerging threats.

Responsibilities

• 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 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 Service Level Agreements (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 traveler and partner impact during an active event, 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.
• 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.
• 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.

Requirements

• Required: 3 to 5 years of professional experience in operational meteorology, geopolitical risk analysis, security operations, emergency management, or crisis response.
• Required: Demonstrable ability to assess and communicate complex, fast-moving situations clearly and concisely, in writing and verbally, to both technical and non-technical audiences.
• Required: Experience working in or closely with a 24/7 operations environment, with comfort managing competing priorities under time pressure.
• Required: Strong data skills: comfortable writing and adapting SQL queries, building trackers and dashboards in Excel or Sheets, and translating raw metrics into clear recommendations.
• Preferred: Active use of AI tools in a professional setting, including large language models, AI-assisted monitoring or summarization tools, or automated alerting systems.
• Preferred: Proficiency with Microsoft 365 suite (Teams, SharePoint, Outlook, Excel), Confluence, and Jira or equivalent ticketing platforms.
• Preferred: Bachelor's degree in Meteorology, Atmospheric Science, International Relations, Political Science, Security Studies, Geography, Emergency Management, or a closely related field.
• Preferred: Background in travel, hospitality, aviation, or a platform or marketplace business where the customer population is globally distributed and mobile.
• Preferred: Working knowledge of ServiceNow or similar case management platforms.
• Preferred: Professional certification in emergency management (CEM, AEM), security (CPP, PSP), or a related discipline.

Qualifications

• 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.

Skills

• Fluent, practical user of AI tools in day-to-day work.
• Strong data skills: comfortable writing and adapting SQL queries, building trackers and dashboards in Excel or Sheets, and translating raw metrics into clear recommendations.

Benefits and Perks

• Medical, dental, and vision coverage.
• Paid time off.
• An Employee Assistance Program.
• Wellness and travel reimbursement.
• Travel discounts.
• IATAN membership.

Pay and Schedule

The total cash range for this position in Seattle is $67,500.00 to $94,500.00. Employees in this role have the potential to increase their pay up to $108,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Application Instructions

Learn more about life at Expedia Group at https://careers.expediagroup.com/life.