Associate - Product Operations, Flights Inventory

About the role

This role supports the operational health, servicing quality, and post-booking performance of Capital One’s Flights platform across the post-booking customer journey. You’ll work closely with cross-functional teams to ensure reliable servicing workflows, scalable automation performance, and seamless customer experiences.

Responsibilities

• Support operational health and day-to-day performance of post-booking servicing systems and workflows
• Maintain operational workflows, servicing documentation, playbooks, and escalation processes
• Conduct testing, validation, and ongoing Quality Assurance of new servicing features, supplier integrations, and configuration changes in staging and production environments
• Support onboarding and operational readiness activities for new airline, provider, and servicing initiatives
• Use dashboards, reporting tools, and AI-assisted technologies to surface trends, improve workflows, and support operational decision-making
• Collaborate with Customer Service, Product, Engineering, Commercial, and external providers to support issue resolution and operational improvements
• Advocate for customer experience by identifying operational gaps and sharing actionable insights with product teams
• Operational Excellence. Manage and prioritize multiple operational workflows while maintaining strong attention to detail and delivering high-quality work in a fast-paced environment
• Problem Solving. Approach operational issues thoughtfully and work collaboratively to identify solutions, escalate risks, and improve processes
• Technical Curiosity. Learn modern travel technology platforms and operational systems, comfortable working with technical teams and eager to build familiarity with APIs, servicing environments, monitoring tools, and booking systems
• AI Fluency & Operational Innovation. Leverage AI-powered tools and automation technologies to improve operational efficiency, support investigations, streamline workflows, and surface actionable insights
• Analytical Mindset. Use data, dashboards, and operational metrics to identify trends, monitor performance, and support informed decision-making
• Customer Focus. Understand the importance of reliable booking experiences and advocate for the customer experience by identifying gaps, escalating issues, and supporting resolution efforts
• Teamwork & Collaboration. Work effectively across Customer Service, Product, Engineering, Commercial, and Operations teams, building strong working relationships and contributing positively to team goals and cross-functional initiatives
• Ownership Mentality. Take initiative, follow through on commitments, and proactively support operations improvements, demonstrating accountability and a willingness to learn new systems and processes
• Communication. Communicate clearly and professionally with both technical and non-technical stakeholders, documenting findings, sharing updates, and supporting operational coordination across teams
• Continuous Learning. Motivated to grow within product and travel operations, open to feedback, eager to develop technical and operational expertise, and interested in learning emerging technologies and industry trends

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, New Distribution Capabilities (NDC), or Airline Reporting Corporation (ARC)
• 1+ years of experience with air travel, booking, ticketing, servicing, exchanges, refunds, schedule changes, and post-booking support
• 1+ years of experience with tools like Jira, Confluence, Amplitude, Datadog, AI technology, AWS, and XML or JSON protocols
• 1+ years of experience with SQL and experience analyzing data to inform decisions
• 1+ years of experience with Google Suite
• Curiosity around automation, AI-assisted operational tooling, and operational process improvement
• Strong verbal and written communication skills and cross-functional collaboration experience
• Strong judgement, organizational skills, and ability to prioritize in an ambiguous and autonomous environment