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 morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.
Role Description
The AI Trip Support team’s mission is to provide a better contextual help experience to travellers with relevant informational answers and recommended actions to resolve the customer’s trip management problem. The team will achieve this by enabling a GenAI powered frontline support via a conversation UI, further increasing self‑service, customer satisfaction and reducing CS inbound volumes. This is a team currently being staffed from the ground up in order to accelerate the delivery of AI Frontline support by having two teams working on it in tandem with the Amsterdam‑based team, so you’ll have the opportunity to be a founding team member.
Key Job Responsibilities and Duties
- Owns and sets the vision for their product/feature, informed by data, user research and overarching vision of their product area
- Lays out a 1y strategy to achieve the vision, as part of their Department’s strategy and is able to align all their key stakeholders inc. their team on this strategy
- Define and monitor critical success metrics for your products and create solid hypothesis for experimentation
- Identifies risks and dependencies early on and create plans for mitigations
- Analyses and distills customer feedback from a variety of sources into actionable hypotheses, uncover unmet needs, validates or invalidates new concepts or improves existing products
- Able to illustrate overall customer behaviour by blending multiple sources of product insights (such as surveys, field research, analytics, operations feedback etc)
- Empower and collaborate with your cross‑functional team to unlock their full potential and maximize their impact
- Collaborate and align with your engineering counterpart on the technical roadmap
- Prioritize the team backlog to better address the needs of your users and the business
- Liaise with stakeholders across the organization and manage their expectations to ensure good performance of our products
Role Qualifications and Requirements
- A minimum of 3 years of experience in a Product Manager role in a product or e‑commerce environment
- Prior experience with a user facing product (E.g. App or Web based) is strongly preferred
- Foundational knowledge of A/B testing and other experimentation is required
- Strong interest in GenAI powered products
- Ability to communicate effectively with stakeholders (Engineers, Designers, UX Writers, Research, Data analytics)
- Team player with a bottom‑up ideation process. Ability to see the big picture, without losing sight of the product details
- An analytical orientation and strong problem‑solving skills demonstrated by the ability to structure issues and analyze alternative solutions
- Proven experience understanding and formulating meaningful business metrics
Benefits & Perks
- 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
DEI
DEI: Diversity, Equity and Inclusion at Booking.com
Diversity, Equity and Inclusion (DEI) 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 create a unique workplace, it also creates a better and more inclusive travel experience for everyone.”
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.
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.
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