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About the Role
Lead the shift from fragmented, reactive support toward a seamless, preventive, personalized, and AI-enabled resolution experience across the Connected Trip. Partner closely with Service Process Design to shape a cohesive end-to-end strategy, bringing product, AI, workflow automation, and human care together at scale. Make Customer Service a true competitive advantage for Booking.com while leading and developing a talented team of Product Managers.
Responsibilities
- Co-create the Traveler Experience strategy with Service Process Design, translating business goals into executable roadmaps, objectives, and clear trade-offs across traveler value, loyalty, cost to serve, and operational feasibility.
- Partner across teams to tackle root causes of friction in core resolution paths—such as cancellations, relocations, complaints, and Genius-related experiences—ensuring seamless cross-channel support.
- Lead the evolution of self-service, workflow automation (Pega), AI agents, back-office tooling, and intelligent routing, ensuring safe, privacy-aware, and explainable AI handovers to human agents.
- Develop personalized capabilities and routing for high-value travelers, Genius segments, and urgent moments to maximize satisfaction, retention, and lifetime value.
- Oversee delivery flow, vendor integration, legacy modernisation, and platform stability, balancing short-term execution with long-term technical and operational health.
- Lead, coach, and mentor Product Managers and Senior Product Managers within the value stream, building a high-performing product organization and contributing to the wider Booking.com product craft.
Requirements
- Typically 8–12 years of relevant experience, with a strong track record in product management, portfolio ownership, and developing Product Managers/Senior Product Managers.
- Experience in high-volume, operationally complex, or regulated environments such as Customer Service, travel, marketplaces, e-commerce, or contact centers.
- Proven experience with service transformation, self-service platforms, CRM/case management (e.g., Pega), agentic workflows, or AI-enabled products.
- Demonstrated success improving customer journeys, service recovery, omnichannel workflows, or differentiated/loyalty service experiences at scale.
- Excellent analytical skills with experience defining metrics, running experiments, and managing complex trade-offs between customer, business, and technical needs.
- Exceptional leadership, stakeholder management, and communication skills, capable of driving alignment across multidisciplinary teams in a matrix environment.
Skills
- Product Management
- Portfolio Ownership
- Developing Product Managers
- Customer Service
- Travel
- Marketplaces
- E-commerce
- Contact Centers
- Service Transformation
- Self-Service Platforms
- CRM/Case Management
- Pega
- Agentic Workflows
- AI-Enabled Products
- Customer Journey Improvement
- Service Recovery
- Omnichannel Workflows
- Differentiated Service Experiences
- Loyalty Service Experiences
- Data Analysis
- Metrics Definition
- Experimentation
- Prioritization
- Stakeholder Management
- Cross-Functional Influence
- Communication
Location
- Remote
- Hybrid
Work Type
- Hybrid working
- Flexible working arrangements
Experience Level
- 8-12 years of relevant experience
Benefits
- Competitive compensation and benefits package
- Annual paid time off
- Generous paid leave scheme including parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements
- Up to 20 days per year working from abroad (home country)
- Industry leading product discounts - up to 1400 per year
- Automatic Genius Level 3 status
- Booking.com wallet credit
About the Company
- At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere.
- Through our products, partners and people, we make it easier for everyone to experience the world.
Equal Opportunity
- Inclusion has been a core part of our company culture since day one.
- Employees represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
- We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
- Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
- We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.