Director of Product, Order Platform & Trip Management

Director of Product - Order Platform & Trip Management

At Booking.com, we're transforming the way millions of travelers plan, book, and manage their journeys. Behind the scenes, our platforms need to be just as seamless, powerful, and inspiring as the experiences we create for our customers.

As Director of Product, you will play a pivotal role in the ongoing Marketplace transformation, sitting at the crossroads of traveler experience and the platforms that power it. You'll lead teams building our Order Platform - the backbone for reservations and trip services - and our Trip Management products, which empower travelers to view, manage, and enhance their bookings with ease.

This role is about impact across horizons: delivering immediate improvements in traveler experience (self-serve, reduced contact rates), laying mid-term foundations (scalable abstractions, platform maturity), and investing in longer-term innovation (AI-first, proactive trip support). You'll be the strategic connector, aligning customer outcomes with business value, even when the data are imperfect. AI-first product innovation will be a core expectation, ensuring we rethink and reimagine customer experiences end-to-end.

1. Order Platform - the global backbone for reservations and booking services, evolving from technical capabilities into a self-service force multiplier adopted across the company. The order platform orchestrates the creation, modification and access to bookings for all verticals.
2. Trip Management - the traveler-facing experience enabling customers to view, modify, and enrich their bookings, reducing friction today and laying the groundwork for proactive, predictive, AI-first trip support in the future. This role sits within the Marketplace department, which owns the customer entry points into CS such as the Help Center and AI Trip Support. Customer Service owns the operations and agent tooling, making close collaboration critical to ensure seamless experience for customers.

• Manages a team of product managers across Amsterdam, Shanghai, and Manchester.
• Oversees 4 product tracks spanning both platform and traveler-facing experiences.
• Directly manages 3 GPMs and 2 PPMs, with dotted-line responsibility to a GPM in Shanghai.
• Partners with cross-functional engineering, design, data science, and research teams of 200+ FTEs.
• Responsible for building alignment with multiple business units, ensuring platform adoption, consistency, and shared vision across the organization.

• Define and communicate the long-term vision and product strategy for Order Platform and Trip Management, aligned with Booking.com's company strategy of driving a Connected Trip.
• Deliver customer impact across three horizons: immediate operational wins, mid-term foundational capabilities, and long-term innovation.
• Lead, mentor, and grow a team of product managers, developing future leaders while selectively diving deep where impact is highest.
• Drive platform evolution, ensuring adoption and self-service capabilities that scale across the business.
• Champion traveler experience in Trip Management, ensuring reliability, quality, usability, and trust-building outcomes.
• Partner closely with product peers, engineering, AI, data science, design, and research to deliver best-in-class solutions.
• Build strong relationships with stakeholders across business units, creating alignment and cross-team collaboration.
• Define and embed a stable operating model in partnership with technology and data leadership.
• Inspire a culture of excellence, motivating teams to exceed a high bar of craft and impact.
• Drive key performance metrics to measure both traveler outcomes and platform adoption, using insights to inform decisions.

• 10+ years of product management experience, with at least 5 years in a senior leadership role.
• Proven track record leading large-scale platform or transactional systems products.
• Experience driving both platform and customer-facing product strategies.
• Experience in developing AI-native products and applying AI/ML to large-scale customer and platform problems.
• Strong leadership skills, with ability to build, coach, and inspire high-performing teams.
• Excellent stakeholder management, influencing, and collaboration skills across complex organizations.
• Strong analytical and problem-solving capabilities, with a bias toward data-informed decision-making.
• Deep background in travel, marketplaces, or other high-scale transactional systems strongly preferred.

• Trip Management: measurable reduction in contact rates, increased customer self-serve, improved agent resolution times, and-long-term-increased trust, repeat rates, and direct bookings. Success will also be seen in impactful adoption of AI-driven features such as predictive support and dynamic, conversational interfaces.
• Order Platform: increased adoption by business units, evolution from technical services to a widely leveraged, self-service platform that accelerates innovation and delivers measurable customer impact, including AI-enabled acceleration of adoption and performance.
• Connected Trip: Order Platform and Trip Management capabilities enable the promise of stress-free and helpful travel, by ensuring AI-driven seamless transitions across trip planning, booking, management, and support, and enabling differentiated support that brings the Connected Trip vision to life.
• Cross-functional Alignment: clear evidence of building and sustaining alignment across Marketplace, CS, and other units by connecting customer outcomes to business value, including effective collaboration on the handoff between Marketplace-owned entry points (Help Center, AI Trip Support) and CS operations, as well as AI-enabled improvements in CS operations.