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Booking.com // hotel booking platform
 
Product, Full Time    Amsterdam    Posted: Tuesday, July 02, 2019
 
   
 
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JOB DETAILS
 

Booking.com is the worlds #1 accommodation site & the 3rd largest global e-commerce player. Our mission to help travelers discover the world is spearheaded from our headquarters in Amsterdam, where employees from many nationalities develop our business in more than 200 countries worldwide. As we continue to scale at incredible speed & embark on our next chapter experiences, loyalty, messaging, homes & apartments we are actively recruiting the next generation of global entrepreneurs, with exciting opportunities across a broad range of leadership functions: customer & partner services, product, marketing, finance, technology, human resources.

We are looking for a Director of Product, Customer Service Technology to lead the contact centretechnology product teams. This is an exciting role that lets you shape how the largest department at Booking.com operates & evolves for the next stage of growth: we operate a network of 14 contact centres with 6000+ people around the world & view our customer service as a key differentiator & reason for the company success.You will play a key role creating products & improving the underlying infrastructure & tooling to maximize automation of customer contacts & more intelligently distribute workload that agents will manage. The position requires a combination of technical & product development expertise, strategic thinking, contact center experience & team management.

This role will report to the Global Director of Customer Service & will be based in our Amsterdam headquarters.

Youwill:

  • Set strategy & future direction of Booking.coms contact center technology infrastructure, including workload distribution & routing, phone system innovations, new channel management (chat/messaging), self-service & work automation
  • Incorporate advanced technologies, such as natural language processing & conversation analytics into products to accelerate automation, with goal to drive both efficiency in operations & optimal customer experience for guests
  • Be focused on how technical products & automation can reduce the need for human involvement in managing customer inquiries/issues (so they may focus on cases where human contact really matters)
  • Stay on top of external best practices & innovations within & outside contact center environment that can bring value to Customer Service at Booking.com
  • Be responsible for continuous improvement & incremental advancements of existing products as operational needs evolve
  • Lead a team of product owners & work closely with developers, designers, data scientists & voice engineers on the development & innovation of contact center infrastructure & tooling
  • Be part of the Customer Service Leadership Team, & collaborate with peers leading each functional topic on the overall direction & operations of the department
  • Work with leaders across other departments of the business (IT, front-end product, commercial/supply, finance) to ensure the contact center can technically integrate future products & support business priorities

Aboutyou:

  • 10+ years of consulting, operations, product or general management experience in an international capacity
  • A degree in engineering, computer science, economics or another quantitative field; MBA a plus
  • Relevantexposure to the tech/e-commerce sector or to a fast-paced,hyper growth environment
  • Driven, energetic, & a highly motivated individual that is hands-on, but also strategic & able to bring focus & set direction
  • Customer-focused & motivated by improving customer experience through product technology
  • Strong sense of ownership & experience driving projects & products from idea conception through development to implementation-ready
  • Management experience & ability to guide, prioritize, & motivate a team of product owners & influence people outside of direct reporting lines
  • Technical background & comfort in working with developers, data scientists & engineers
  • Analytical, experienced in experimentation, & able to deliver actionable insights from data
  • Experienced in a world class contact centre environment

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

  • Opportunity to grow professionally & 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 & a fast-paced, performance driven culture
  • Great headquarters in Amsterdam, one of the Europes most cosmopolitan cities
  • Scope for rapid career development, continuous training & active community participation
  • Competitive compensation & benefits package & great added perks
 
 
 
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