Program Manager Customer Service Business Analytics

Booking Holdings Inc. Amsterdam , NY 12010

Posted 2 months ago

Are you passionate about disrupting a rapidly changing industry? Do you love to solve complex problems of scale? Do you have an uncanny knack for knowing how to help people achieve their goals? Are you deeply motivated by leveraging quantitative & qualitative insights to tell a story & build an overall strategy? Are you excited about working for one of the most successful brands in ecommerce and online travel? is the planet's #1 accommodation site. We are united by a single mission: help travelers, whatever their budgets, easily discover, book and enjoy the world's best places to stay. Whether in our Amsterdam HQ or at one of our 200+ offices worldwide, our 17,000 employees work hard to help make more than one million travel dreams come true every single day. As we continue to scale at incredible speed and embark on our next chapter experiences, homes and apartments, new technologies we are actively recruiting the next generation of global leaders and entrepreneurs, with exciting opportunities across a broad range of functions: product, technology, marketing, HR and operations.

We are looking for a Program Manager to contribute to the Customer Service strategy and execution. You will work largely within our department translating our Booking company & CS department ambitions as well as our HR performance management objectives into how we enable success through our people within Customer Service. You will lead a team of professionals dedicated to improving the tools and methods we use to help achieve some of our loftiest CS ambitions. You will have the chance to directly influence the vision and performance for the largest department at as we prepare for the next stage of growth. You understand how a Global organization works, and how it enables our people, our performance, influences our decisions around their work, and excel with a diverse set of stakeholders to achieve our objectives.

This role will report to the Head of CS Global Learning & Development & Quality and will be based in our Amsterdam headquarters.


  • Manage a team of Project Managers, Analytics team members, and Specialists who own our CS performance management tooling & customer experience metrics

  • Support alignment & progress towards our overall Booking & CS departmental goals, plan for the future with a comprehensive 'one-stop shop' approach to performance management tooling for our people

  • Collaborate cross-functionally to determine how we can best enable our agents & their support staff through driving on the right performance standards, KPI's that translate to the impact they drive, identify areas of focus and perform gap analysis, and establish targets for performance

  • Work closely with a diverse set of stakeholders to identify & build action plans to improve the impact & experience for our people: Worldwide operational and Global teams, especially our Learning & Development & Quality as well as Operational Excellence & Support teams, broader Booking teams such as HR or Partner Services, helping them define key measurements that establish success & milestones for performance achievement

  • Structure documentation, communication, workflows, and project management approach within your team for scalability & development of best practices


  • 8 years + experience managing people within a strategic program or project management role

  • Have significant analytical or business insight experience in a customer service environment

  • Capable, experienced program manager who is able to find the critical synergies between projects to benefit the entire program

  • Influential, open communicator with ability to work with, influence, and align with multiple stakeholders

  • PMP/PgMP or Prince2 certification preferred

  • COPC and/or CIPD certification or similar ongoing professional development preferred

  • Proven analytical and problem-solving skills with excellent organizational agility and able to meet tight deadlines and prioritize in a fast-paced, rapidly changing environment

  • Excellent written and verbal English communication skills

  • Enjoy a fast paced, dynamic environment and able to work under pressure

  • Able to travel 25% of the time within Europe & internationally

Our reward philosophy is designed to give you the best 'deal' possible:

  • Opportunity to grow professionally and to shape the future of the global travel industry

  • A high-scale, complex, world-renowned product

  • See the real time impact of your work

  • Smart, driven colleagues and a fast-paced, performance driven culture

  • Great headquarters in Amsterdam, one of the Europe's most cosmopolitan cities

The hiring company Customer Service Holding B.V. is one of BV's and/or BookingSuite BV's support companies in Netherlands. Customer Service Holding B.V. is looking for a Program Manager - Customer Service Business Analytics. BV is the company behind, the market leading online accommodation reservation service in the world. BookingSuite BV is the company which operates's newly established Accommodation Marketing Services division. All references to "" refer to BV.

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Program Manager Customer Service Business Analytics

Booking Holdings Inc.