Product Manager Recovery

We are looking for a Product Manager Recovery to join Icelandair’s Customer Experience team and help shape how we support customers when travel does not go as planned.

Recovery is one of the most important moments in the customer journey. Disruptions, rebooking, refunds, vouchers, compensation, claims, and communication all affect customer trust, operational workload, contact volumes, and cost-to-serve. We are now establishing a dedicated Recovery product team to bring clearer ownership, stronger prioritization, and measurable business outcomes to this area.

This is a high-impact product role for someone who is energized by excellent customer service, simplifying customer journeys, operational realities, airline systems, and cross-functional problem solving. The ideal candidate brings bring clarity, structure, and momentum to an area where customer experience, operational processes, policy, and technology meet.

Responsibilities

• Own the Recovery product direction, including purpose, scope, roadmap, priorities and backlog, with clear accountability for business outcomes. You'll work as part of a product triad, alongside a Product Designer and a Tech Lead and collaborate closely with aviation experts, Airport Operations and Customer Service.
• Translate customer needs, operational processes, disruption policy, and technical dependencies into clear product requirements and priorities that reduce cost-to-serve and protect customer trust.
• Improve disruption and recovery journeys across communication, self-service reaccommodation, involuntary rebooking, vouchers, compensation, and claims-related touchpoints.
• Drive cross-functional delivery with business, operational, digital, data, customer support, claims, technical, and vendor teams.
• Support implementation, adoption, operational readiness, and value tracking for Recovery initiatives.

Qualifications

• Education fit for purpose (e.g. university degree in business, engineering, computer science, service design, product management)
• Relevant experience as a Product Manager, Product Owner, Service Owner, Process Owner, Business Owner, Project Manager, or similar role in a complex operational or digital environment.
• Experience from aviation, travel, customer service, disruption management, digital self-service, service design, or agile product teams is considered an advantage.
• Ability to structure complex problems and turn them into clear priorities, requirements, and outcomes that drive business value.
• Skilled communicator with proven stakeholder management experience across business and technical teams.
• Fluent written and spoken English.

Icelandair‘s policy promotes equality and diversity among employees and encourages individuals of all genders to apply.

Please submit your application along with a CV and cover letter no later than 17th of August.