Customer Service Manager - Innovation Lab

Role Description

At Booking.com, data drives decisions, technology is at the core, and innovation is everywhere.

About the role

As Customer Service Manager - Innovation Lab, you will empower, support, and enable team leads to bring maximum value to customers and partners. In this regional position, you will manage daily operations within your function while proactively driving continuous improvement for the internal colleague experience and overall customer satisfaction. You will take ownership of project initiation, manage critical stakeholder relationships, and ensure all programs deliver a strong return on investment. This is a unique opportunity to lead with impact, champion change, and align with CS and wider business objectives and execution with the broader global strategy.

Leadership/Team Quote

"In the Customer Service Innovation Lab, we don't just manage daily customer service operations—we actively experiment and build the future of travel support. As a Customer Service Manager, your team will empower leaders, challenge the status quo, and directly impact the experience of both our colleagues and millions of global customers."

Key Job Responsibilities and Duties

• Operational Leadership: Ensure CS regional program targets, deliverables, and regulatory compliance requirements are consistently met using effective business tools.
• People Coaching & Onboarding: Coach, develop, and onboard Team Leads to drive quality and productivity results that optimize the customer experience.
• Continuous Improvement: Act as a voice for continuous improvement, identifying functional opportunities and sharing best practices to elevate site performance.
• Stakeholder Management: Build constructive relationships and collaborate frequently with key stakeholders, including CS Support Functions: Service Design, Data Analytics, Platforms and Legal.
• Change Ambassadorship: Guide teams through operational changes by displaying, motivating, and encouraging Booking.com values and leadership behaviors.
• Engagement & Wellbeing: Foster a safe, open, and inclusive environment focused on regular feedback, performance coaching, colleague recognition, and overall wellbeing.

Qualifications & Skills

• Education: Bachelor's Degree or equivalent qualification required.
• Professional Experience: Extensive knowledge with 8–12 years of relevant experience, including leading and managing teams in an international, multilingual, or multichannel environment.
• Strategic Capabilities: Proven experience in Project Management, Stakeholder Management, and leveraging CS/Business Systems and Tools.
• Analytical Skills: Strong analytical capabilities with a demonstrated ability to identify opportunities, translate complexity into action, and design scalable solutions.
• Communication: Exceptional interpersonal, reporting, and presentation skills, with the ability to influence and persuade at global and local levels.
• Leadership Traits: Solution-oriented mindset with the ability to think big-picture, facilitate inclusivity, manage change, and drive self-development.

Benefits & Perks

Booking.com offers a competitive compensation and benefits package, including:

• 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 €1,400 per year for yourself, including automatic Genius Level 3 status and Booking.com wallet credit.

• Please note: This role does not come with relocation assistance.