Associate - Product Operations, Flights Fulfillment As a Product Operations Associate supporting Flights Fulfillment, you'll help support 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 Senior Associates within Product Operations, Customer Service, Product, Engineering, Commercial teams, booking providers, and internal stakeholders to help ensure reliable servicing workflows, scalable automation performance, and seamless customer experiences across Capital One Travel products. In this role, you'll assist with day-to-day operational processes across the post-booking lifecycle, including schedule changes, cancellations, exchanges, refunds, seats, ticketing support, servicing escalations, and operational investigations. You'll also contribute to initiatives focused on operational quality, automation improvements, servicing efficiency, and customer experience enhancements. You'll contribute to bug investigations, operational escalations, and servicing-related issues across booking environments while partnering with cross-functional teams to support issue resolution and continuous improvement efforts. This role is ideal for someone who is analytical, detail-oriented, technically curious, customer-focused, data-driven, has a strong bias for action, and excited to grow within a fast-paced travel technology environment. As part of the team's continued evolution, you'll also gain exposure to modern automation and AI-powered operational tools used to improve monitoring, workflow efficiency, operational reporting, and issue investigation across the Flights platform.
What You'll Do:- Support operational health and day-to-day performance of post-booking servicing systems and workflows
- Monitor servicing queues, operational metrics, and workflow performance to help identify issues and trends
- Assist with operational escalations related to ticketing, exchanges, cancellations, refunds, schedule changes, and fulfillment support
- Support bug triage, issue tracking, and operational investigations across booking environments
- Conduct testing, validation, and ongoing Quality Assurance of new servicing features, supplier integrations, and configuration changes in staging and production environments
- Help maintain operational workflows, servicing documentation, playbooks, and escalation processes
- Support onboarding and operational readiness activities for new airline, provider, and servicing initiatives
Assist with maintaining the Product Ops Intake Board and coordinating incoming operational requests.
Collaborate with Customer Service, Product, Engineering, Commercial, and external providers to support issue resolution and operational improvements
Use dashboards, reporting tools, and AI-assisted technologies to surface trends, improve workflows, and support operational decision-making
Support operational launches, roadmap activities, and cross-functional initiatives across Capital One Travel categories
Advocate for customer experience by identifying operational gaps and sharing actionable insights with product teams
What We're Looking For:
Operational Excellence. Able to manage and prioritize multiple operational workflows while maintaining strong attention to detail and delivering high-quality work in a fast-paced environment. Problem Solving. Approaches operational issues thoughtfully and works collaboratively to identify solutions, escalate risks, and improve processes. Comfortable navigating ambiguity and learning through hands-on experience. Technical Curiosity. Interested in learning 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. Comfortable leveraging AI-powered tools and automation technologies to improve operational efficiency, support investigations, streamline workflows, and surface actionable insights. Curious about how emerging AI technologies can enhance product operations and customer experience. Analytical Mindset. Use data, dashboards, and operational metrics to identify trends, monitor performance, and support informed decision-making. Demonstrates curiosity around operational health, customer impact, and continuous improvement opportunities. Customer Focus. Understands the importance of reliable booking experiences and operational quality. Advocates for the customer experience by identifying gaps, escalating issues, and supporting resolution efforts. Teamwork & Collaboration. Works effectively across Customer Service, Product, Engineering, Commercial and Operations teams. Builds strong working relationships and contributes positively to team goals and cross-functional initiatives. Ownership Mentality. Takes initiative, follows through on commitments, and proactively supports operations improvements. Demonstrates accountability and a willingness to learn new systems and processes. Communication. Communicates clearly and professionally with both technical and non-technical stakeholders. Able to document findings, share updates, and support 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. Why Capital One Travel: Capital One Travel is reimagining how cardholders discover, book, and experience travel. We operate at the intersection of fintech and travel tech, building products that leverage Capital One's unique data and rewards ecosystem to deliver outsized value to customers. Our vacation rentals vertical is a high-growth area with significant strategic importance, and this role offers the opportunity to shape its trajectory from the ground up. We are an AI-forward team. We don't just talk about AI—we build with it every day. If you are excited about using cutting-edge tools to move faster and build better products, you'll find a home here.
Basic 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)
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 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
