Business Operations Manager

We’re looking for a Business Operations Manager, AI Native to join our Customer Service organisation. This is a unique horizontal role sitting across Customer Service, combining business operations, strategy, execution and AI transformation in one scope. You will act as the main point of contact for AI within the broader S&D while supporting the wider CS department to bring more structure to how AI is used, where it creates the most value, and how it can be scaled responsibly across teams and workflows.

This is not a traditional operational role. You will bridge the "AI Chasm" by ensuring that artificial intelligence moves beyond isolated experiments to deliver scaled, bottom-line returns. As a pioneer for the CS department, you will spearhead our landmark ambitions. You will not just deploy tools; you will fundamentally architect an AI-led, human-orchestrated operating model, converting manual legacy workflows into high-efficiency Agentic Business Process Management Systems (A-BPMS) and shifting our workforce from task execution to strategic oversight.

Key Job Responsibilities and Duties

• Identify recurring, manual workflows across Customer Service and adjacent teams, and redesign them using AI-native tools, automation and agentic workflows.
• Act as the central AI partner for Customer Service, helping teams understand what to use, when to use it, and how to apply AI safely and effectively in day-to-day operations.
• Design triage, escalation and human-in-the-loop patterns that route work effectively between AI agents, rule-based systems and human teams based on complexity and risk.
• Apply structured methodology to scope, design and execute business-as-usual processes and key initiatives, while simplifying and standardising how work gets done.
• Drive process excellence across the department by improving efficiency, increasing productivity and embedding scalable operating practices.
• Influence stakeholders across sub-departments within Customer Service and convert complex information into decision-ready insights for senior leaders.
• Contribute to the wider craft by coaching others, sharing best practices and helping shape stronger ways of working across the organisation.
• Act as an AI Change Agent: foster a proactive, AI-first organizational culture by coaching cross-functional teams to integrate AI into their daily routines, effectively shifting the workforce from manual task execution to strategic orchestration.
• Continuously evaluate technology by proactively testing and adopting new AI tools and workflows to stay on the cutting edge of the industry, bringing new capabilities and innovative use cases to the team for testing.

Qualifications & Skills

• Significant experience within a technology-led environment, with clear evidence of helping organisations move from manual ways of working to more AI-enabled operating models.
• Hands-on experience testing and applying AI use cases in a business setting; we are looking for someone who has already used AI to drive outcomes, not someone coming into the role to learn the basics for the first time.
• Proven ability to design smart AI workflows where systems can sense, decide and act on routine work, while escalating higher-risk or more complex cases appropriately.
• Strong understanding of data quality and context requirements for AI, with the ability to partner effectively with technical teams to improve reliability and outcomes.
• Strong analytical and commercial judgment, with the ability to measure performance, evaluate ROI and turn data into actionable recommendations.
• Excellent stakeholder management and communication skills, with the ability to influence senior leaders across multiple functions and align teams around shared outcomes.
• Highly organised, curious and hands-on, with the ability to simplify ambiguity, remove blockers and create momentum where there is no established playbook.

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