Associate - Product Operations, Flights Fulfillment

Support the day-to-day operational performance of Capital One’s Flights platform, with a focus on post-booking servicing health and customer experience.

• Operational health and performance: support post-booking servicing systems and workflows
• Monitoring and insight: monitor servicing queues, operational metrics, and workflow performance to identify issues and trends
• Escalations support: assist with operational escalations for ticketing, exchanges, cancellations, refunds, schedule changes, and fulfillment support
• Investigations and triage: support bug triage, issue tracking, and operational investigations across booking environments
• Testing and QA: conduct testing, validation, and ongoing quality assurance of new servicing features, supplier integrations, and configuration changes across staging and production
• Process readiness: maintain operational workflows, servicing documentation, playbooks, and escalation processes
• Airline and provider onboarding: support onboarding and operational readiness activities for new airline, provider, and servicing initiatives
• Intake coordination: support the Product Ops Intake Board and coordinate incoming operational requests
• Cross-functional execution: collaborate with Customer Service, Product, Engineering, Commercial, and external providers to resolve issues and improve operations
• Data-driven operations: use dashboards, reporting tools, and AI-assisted technologies to surface trends, improve workflows, and support operational decision-making
• Launch and roadmap support: support operational launches, roadmap activities, and cross-functional initiatives across Capital One Travel categories
• Customer experience advocacy: identify operational gaps and share actionable insights with product teams

Requirements

• 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)

Technologies

• Jira
• Confluence
• Amplitude
• Datadog
• AI technology
• AWS
• XML
• JSON
• SQL
• Google Suite

Preferred qualifications

• 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 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 and cross-functional collaboration experience
• Strong judgment, organizational skills, and ability to prioritize in an ambiguous and autonomous environment

What we prioritize

• Operational Excellence: manage and prioritize multiple operational workflows with strong attention to detail
• Problem Solving: collaborate on operational issue resolution, escalate risks, and improve processes
• Technical Curiosity: learn travel technology platforms and operational systems, work with technical teams, and build familiarity with APIs, servicing environments, monitoring tools, and booking systems
• AI Fluency & Operational Innovation: leverage AI-powered tools and automation to improve efficiency, support investigations, streamline workflows, and share actionable insights
• Analytical Mindset: use data, dashboards, and operational metrics to identify trends and monitor performance
• Customer Focus: advocate for reliable booking experiences and operational quality through gap identification and issue escalation
• Teamwork & Collaboration: work effectively across Customer Service, Product, Engineering, Commercial, and Operations teams
• Ownership Mentality: take initiative, follow through, and support operations improvements with accountability
• Communication: communicate clearly with technical and non-technical stakeholders and support operational coordination
• Continuous Learning: grow within product and travel operations and stay engaged with feedback and emerging technologies

Benefits

• Eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI)
• Comprehensive, competitive, and inclusive set of health, financial, and other benefits

Location: McLean, VA (onsite)