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