Product Manager- CS
Role Description:
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.
Leadership/Team Quote:
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.
Role Description:
In this role, as the Product Manager of the CS User Agent Desktop Platform team , you would be responsible for delivering scalable, highly reliable and compliant platform capabilities for the CS Unified Agent Desktop (UAD). Within CS, we have been heavily focussed in moving all our operations to a suite of vertical specific applications built on the Pega platform (a 3rd party vendor specialised in CRM and workflow automation) for the last few years, starting with the highest volume accommodations vertical.Over the next few years, CS aspires to move all other verticals to the Pega platform and enable a single Unified Agent Desktop (UAD) for every agent to support every customer with every need, irrespective of their vertical.
Key Job Responsibilities and Duties:
As a product manager for the UAD platform team, you will lead the platform team towards:
- Delivering scalable vertical-agnostic foundational platform capabilities
- Enable development teams within and outside CS to efficiently develop business applications/features on top of this platform
- Be the bridge between Booking.com and Pega development teams with respect to platform capabilities
- Ensure full platform compliance with ever evolving regulatory requirements, security risks and Booking’s technical standards
Your role would include crafting the strategy, roadmap and measures of success for the UAD platform capability suite and leading a passionate team of developers towards the UAD ambitions every day. Your role would include collaboration with stakeholders across CS product teams, Central tech, trip management, security, risk and data teams and very importantly with the Pega platform team.
This role sits within the CS Foundations track that is responsible for all vertical-agnostic product capabilities needed for CS including communication channels, work management, UAD platform and data products.
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:
- Customer focused and passionate about solving user problems.
- Strong product insight (balancing customer & business needs)
- Strong technical background and experience with building & scaling platform products
- Fluency with data - defining metrics to measure and making data-driven decisions
- Proven track record of stakeholder management and complex roadmap development
- Very good communication and ability to balance priorities in time critical situations.
- Highly preferable, but not mandatory, experience with Pega platform architecture
Benefits & Perks:
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:
- Application review
- Business Interview 1
- Business Interview 2
- Final Interview
- Let’s go places together: How we Hire
- This role does not come with relocation assistance.
We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.