Manager – Operations Support – Booking Experience

Manager – Operations Support – Booking Experience

The team:

For years Booking.com has been known as the leader in online accommodation reservations. As our mission states, we want to help leisure and business travellers, whatever their budgets, easily discover, book, and enjoy the world's best places to stay. Over the years we have gained some great success in the "stay" part, now it's time for us to take our guests to the next level: "help leisure and business travellers, whatever their budgets, easily discover, book, and enjoy the world's best places to stay and experience their destinations"

Experiencing a destination is all about the way a guest is perceiving the products and services they would use and need while they are in their destination such as attractions, tours, activities, museums, transportation, restaurants etc. By offering these products and services through our website, we want to make sure that we give our guests the easiest, most convenient and comfortable way of travelling during their stay.

This is where Booking Experience comes in. A natural evolution of the travel journey, this rapidly expanding division of Booking.com aims to curate in-destination products for travellers.

The role:

We are looking for an energetic, proactive and talented Manager to manage the central Support team for Experiences based in Amsterdam. You will oversee the team of Account Executives supporting our Market Managers for Experiences. You set guidance for Account Executives in other regions as well and manage as 1 global team. You will take an active role in setting out the future strategy of these teams according to the company's business objectives and priorities. You report to the Director Operations NPD Experiences.

You will use your delegation skills to ensure execution of projects and overseeing tasks within certain focus areas of the NPD track, like Technical, Projects and Operational support on roll-outs, large-scale tests, etc. This is an excellent opportunity to challenge yourself in your career and to strive towards operational excellence.

Main Responsibilities:

  • Manage, develop and motivate a team of Account Executives;
  • Oversee the day to day running of the team, to ensure KPI's are met, escalations are handled correctly and business priorities are followed;
  • Be critical on the team priorities and efficiency and constantly look for improvements;
  • Ensure people development and progression onto new teams within the organization;
  • Manage escalations and take ownership of situations to ensure speedy resolutions and effective communication to all stakeholders;
  • Be an effective Change Manager, leading the team through periods of change, displaying motivating and encouraging behaviors;
  • Build solid working relationships with peers and other departments / teams;
  • Work strategically to optimize existing processes; initiate and implement new ways to improve processes utilizing the resources available in the most effective ways;
  • Create and support an environment orientated to open communication, creative thinking, cohesive team effort and trust;
  • Implement procedures and follow through on action plans;
  • Create and stimulate commercial awareness amongst the Account Executives;
  • Be flexible, to be able to take on temporary teams as the business indicates, with a focus on future scalability.

Required Skills:

  • Enthusiastic, service minded and motivating manager;
  • Be a role model for the Booking.com values;
  • Solution oriented;
  • Project management experience
  • 3+ years experience with people management is required;
  • Well organized and able to keep a clear overview of your area of responsibility;
  • Commercially minded and result driven;
  • A 'getting things done' mentality;
  • Proactive, flexible and capable of working independently;
  • Interested in technical processes and optimization of working methods;
  • Good communication and analytical skills;
  • Ability to multi-task & flexible attitude;
  • Willingness / ability to travel;
  • Educated to degree level or equivalent;
  • Excellent knowledge of the English language, more languages are desirable.

The hiring company Booking.com BV is the company behind Booking.com™, the market leading online accommodation reservation service in the world. Booking.com BV is looking for a Manager – Operations Support - Booking Experience in Amsterdam, the Netherlands. All references to "Booking.com" refer to Booking.com BV.


Meet Some of Booking.com's Employees

Morten L.

Commercial Owner, New Partnerships

Morten looks at how to make the process of adding commercial partnerships more efficient and profitable. His main goal is adding accommodation partners to the platform to help Booking.com grow.

Ruxandra T.

Team Lead, Development

Ruxandra helps leisure and business travelers find and book the best accommodations for their travels by optimizing the platform. Through software engineering, she works on making the communication between travelers and properties seamless.


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