Product Manager

About Us:

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place-the excitement of the following day. The friends one makes. The journeys one takes. The sights one sees. And the food one samples. Through our products, partners and people, we can empower everyone to experience the world.

We're a global e-commerce company with business operations in nearly every country and city. We want to make it easy for everyone, anywhere in the world, to pay for their travel or do business with our platform whenever and however convenient for them.

The opening is for a product manager in the Customer Support Product team.

Your role:

In this role, as the Product Manager in CS, you would be building products that help our travellers and partners get efficient and delightful customer service from virtual and when needed, human agents. The role covers building products - contact channels, case management, data products and workflow products ensuring a personalised suite of channels to contact CS, an enhanced agent experience and operational agility to deliver the best experiences and business value. The team will work closely with other product teams building efficient processes for agents to support our customers and using AI to deliver ever better and efficient services.

Key Job Responsibilities and Duties:

As the product manager for this team, you will lead the team towards:

• Own use case agnostic capabilities around channels, case management and process flows that can be used by multiple product teams to achieve their specific use cases
• Understanding the needs of travellers, partners, global operations teams and other product teams and building products that continually deliver incremental value to them
• Develop product vision, strategy, and 1-2 year roadmap for your specific area, informed by customer insight, data, and stakeholder needs.
• Partner with engineering managers and technical leads to make informed trade-off decisions, optimize solution architecture, and ensure high availability, scalability, and compliance.
• Working with 3rd party vendors to make informed recommendations on using OOTB capabilities vs building custom solutions while enhancing internal knowledge of vendor capabilities through training and certifications as needed
• Define, track, and communicate key success metrics; use data to drive decisions and experimentation.
• Establishing strong data models that help analytics team get operational insights in near realtime
• Establish monitoring for quality and reliability of services and ensuring they meet strict SLOs to guarantee a great experience to our customers and agents.
• Collaborate with company-wide AI teams to deliver stronger results, quicker

Your role would include crafting the strategy, roadmap and measures of success for your product(s) and leading a passionate team of developers and data experts towards delivering an ever better customer service every day. Your role would include collaboration with stakeholders across CS product and analytics teams, privacy and data security teams and with operations teams.

This is an individual contributor role. You will be encouraged to drive strategy and stakeholder alignment. You will not be responsible for managing people.

Qualifications & Skills:

• Past experience in leading cross-functional product teams (engineering, design, analytics, and business stakeholders)
• Proven ability to drive customer-centric product strategies
• Experience in owning and executing on multi-quarter product roadmaps, leveraging customer insights and data to define product objectives.
• Experience managing diverse stakeholders, very good verbal and written communication skills
• Experience working with globally distributed teams and with 3rd party vendors
• Experience working with scaled technical products
• Preferable - experience building data centric products, and with data modelling
• Preferable - experience building contact center solutions and omni-channel customer experiences.

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com:

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

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.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Client-provided location(s): Amsterdam, Netherlands

Job ID: booking-20529

Employment Type: OTHER

Posted: 2025-12-04T18:36:29