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 next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Key Job Responsibilities and Duties: 

• General Provides thought and project leadership to the CS Training & Quality Team Leads & Regional Training & Quality (T&Q) Managers

• Responsible for continued innovation of QM methods & processes within the Quality team

• Drives overall Global Quality of service performance & improvement plans with OPS stakeholders & Global Support teams

• Builds solid working relationships and provides feedback to management and CS Learning & Development & Quality (L&D&Q) teams

• Evaluates performance results to identify areas of strength & areas for focus Represents Global Quality, stays connected with other teams to ensure actions & directions are in line with overall CS vision & objectives.

• Provides feedback to the Global Support teams regarding local coaching & training needs based on observation, performance data (QM and Training measurements).

• Leads by example, is an excellent mentor, assists other CS Global Support teams in the development & innovation in Quality of Service where needed

• Is an effective Change Manager, knows how to handle periods of change and lead through such periods, and displays motivating and encouraging behaviors.

• Is an effective manager of stakeholders who can work with all layers of the CS organization to innovate & safeguard Quality of Service for our customers

• Quality & Training Focus Collaborates with CS L&D&Q Teams to ensure proper quality assessments and coaching. take place to include: calibration, feedback loops, improvements, & innovations towards Quality Processes.
  Measures performance and effectiveness of quality programs for the Regions, ensure consistency of performance is being met.

• Liaises with local and global stakeholders to advise on improvement plans, drive these plans with site, regional & global leadership and evaluate effectiveness of action plans.

• Monitors, implements and reviews process and procedures for the Quality Team, initiating and driving improvements.

• Ensures projects & other teams this role collaborates across have consistently high standards of performance output and maintain skills and knowledge at all times.

• Ensures local calibration activities take place, facilitate workshops and sessions that drive behaviors & performance consistently in the regions in line with CS vision & objectives.

• Evaluates measurements to innovate and continue to develop both specific task impact & soft skill effectiveness & impact on Quality of Service.

• Provides feedback on training materials to Global L&D Team & Regional T&Q Managers, ensuring materials are up to date and consistent with business and functional objectives.

• Trains and facilitates workshops and sessions for Quality Team members.

Qualifications & Skills:

• Broad Job Knowledge (3 - 5 years)

• COPC certification/ISO 9000 or comparable Quality Standards.

• LEAN or Six Sigma certifications (Quality Assurance led) advised, not required

• Data Privacy (GDPR) or Privacy in Technology certifications, advised but not required.

• PMP, ITIL or SCRUM project management certification, advised but not required.

• Proven track record in Quality Management & Quality Assurance.

• Complete understanding of CS operational environments, Process Improvement based on QA results as well as has managed large projects with diverse stakeholder groups that may extend longer than a quarter.

• Demonstrated track record of defining and executing Quality Management & Process improvement initiatives, designing and maintaining score cards for Omni-channel as well as can evidence having led implementation of those initiatives from start to finish.

• Focused on the Customer Experience and capable of being a champion for our customer and Quality of Service topics, while balancing business impact and actionable recommendations.

• Very high problem solving and organizational skills, with ability to simplify complex areas into specific action areas and drive results.

• Proactive and positive attitude

• Good communicator up and down as well as across groups with the ability to work with, influence & inspire, as well as align with many stakeholders.

• Flexible and capable to find the right balance between achieving best of class Quality of Service & delivering solutions at the right time for the organization.

• Energized by being a part of a fast-paced environment such as we have at Booking.com

• Experience within Customer Service willing & able to undertake international travel inside and outside of the EU, expected 10-15% of time.

• Desired COPC certification, Agile Project Management & ISO accreditation (PMP or Prince2 methodologies preferred) but not required.

• Business proficient in English

• Hybrid work arrangements - this role is required for 40% in person office attendance per week

• This role does not support work visa sponsorship nor relocation

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.

Application Process: 

• Let’s go places together: How we Hire

• The general recruitment process may entail: a phone discussion with the recruiter and business interviews

• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

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.