Group Product Manager

Role Description

Customer Service plays a critical role in protecting the traveler experience when things go wrong—and in preventing problems before they occur. As the Group Product Manager for Traveler Experience, you will lead the shift from fragmented, reactive support toward a seamless, preventive, personalized, and AI-enabled resolution experience across the Connected Trip. You will partner closely with Service Process Design (SPD) to shape a cohesive end-to-end strategy, bringing product, AI, workflow automation, and human care together at scale. By connecting traveler needs with unified agent capabilities and intelligent operations, you will make Customer Service a true competitive advantage for Booking.com while leading and developing a talented team of Product Managers.

• Amsterdam, Netherlands
• Product
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

Key Job Responsibilities and Duties

• Set Portfolio Strategy & Outcomes: Co-create the Traveler Experience strategy with Service Process Design, translating business goals into executable roadmaps, objectives, and clear trade-offs across traveler value, loyalty, cost to serve, and operational feasibility.

• Transform End-to-End Traveler Journeys: Partner across teams to tackle root causes of friction in core resolution paths—such as cancellations, relocations, complaints, and Genius-related experiences—ensuring seamless cross-channel support.

• Build AI-Enabled & Preventive Service: Lead the evolution of self-service, workflow automation (Pega), AI agents, back-office tooling, and intelligent routing, ensuring safe, privacy-aware, and explainable AI handovers to human agents.

• Scale Differentiated Services: Develop personalized capabilities and routing for high-value travelers, Genius segments, and urgent moments to maximize satisfaction, retention, and lifetime value.

• Lead Portfolio Delivery & Health: Oversee delivery flow, vendor integration, legacy modernisation, and platform stability, balancing short-term execution with long-term technical and operational health.

• Lead and Develop Product Talent: Lead, coach, and mentor Product Managers and Senior Product Managers within the value stream, building a high-performing product organization and contributing to the wider Booking.com product craft.

Qualifications & Skills

• Product Leadership Experience: Typically 8–12 years of relevant experience, with a strong track record in product management, portfolio ownership, and developing Product Managers/Senior Product Managers.

• Domain Expertise: Experience in high-volume, operationally complex, or regulated environments such as Customer Service, travel, marketplaces, e-commerce, or contact centers.

• AI & Automation Knowledge: Proven experience with service transformation, self-service platforms, CRM/case management (e.g., Pega), agentic workflows, or AI-enabled products.

• Journey Transformation & Personalization: Demonstrated success improving customer journeys, service recovery, omnichannel workflows, or differentiated/loyalty service experiences at scale.

• Data & Prioritization Mastery: Excellent analytical skills with experience defining metrics, running experiments, and managing complex trade-offs between customer, business, and technical needs.

• Cross-Functional Influence: Exceptional leadership, stakeholder management, and communication skills, capable of driving alignment across multidisciplinary teams in a matrix environment.

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

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Pre-Employment Screening

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.