Lead Conversational Interfaces & GenAI

Lead Conversational Interfaces & GenAI at Booking.com

Role Description

The Lead GenAI Conversational Interfaces owns the strategy, development, and impact of the Generative AI product portfolio within the Digital Partner Experience (DPE) organization. This role focuses on leveraging GenAI to enhance partner self-service capabilities and deliver tailored and personalized experiences across partner-facing touchpoints like the Partner Hub content platform. The role involves creating the vision, defining the roadmap, and leading the execution for GenAI conversational products that empower partners, improve efficiency, streamline information discovery, and contribute significantly to DPE's strategic objectives and key performance indicators.

The primary goal is to drive significant business impact through the conversational GenAI product suite, measured by improvements in partner satisfaction, self-service adoption rates, operational efficiency (e.g., contact reduction, cost savings), and contribution to partner commercial success. A key aspect is enhancing the partner experience on digital platforms like the Partner Hub by leveraging GenAI to provide relevant, personalized content and support, helping partners easily find information and operate their business.

Key Responsibilities and Duties:

GenAI Product Strategy and Management

• Own the end-to-end strategy, roadmap definition, and management of DPE's partner-facing Generative AI products (including conversational interfaces, content generation/personalization tools, predictive insights, etc.).
• Define the vision and long-term direction for GenAI applications within the partner ecosystem, including integration into core partner touchpoints like the Partner Hub. Ensure alignment with overall DPE and business goals

Performance, Impact & Innovation

• Own and define KPIs and success metrics for the GenAI product portfolio (e.g., partner engagement, satisfaction (PSAT), task completion rates, information findability, commercial impact and legal risks). Continuously monitor performance, derive actionable insights, and report on the impact and ROI of GenAI initiatives.
• Proactively identify opportunities for leveraging GenAI to solve partner pain points, improve self-service, personalize content delivery/navigation, and unlock commercial value.
• Drive innovation by staying abreast of GenAI advancements, defining hypotheses, running experiments, and collaborating with technical teams. Lead requirement gathering, gap analyses, and collaboration with technical and commercial excellence teams.

Backlog Management

• Own, manage, and prioritize the GenAI product backlog based on strategic value, business impact, partner needs, technical feasibility, legal requirements, and resource allocation.
• Ensure timely delivery of features and initiatives aligned with the overall product strategy.
  Project & Stakeholder Management
• Lead complex, cross-functional projects related to GenAI product design, development, deployment, and optimization.
• Foster collaboration across diverse teams (e.g., Engineering, Data Science, UX, Content, Commercial, Operations, Legal).
• Manage dependencies, mitigate risks, communicate progress, outcomes, and learnings.
• Act as the primary point of contact for the GenAI product portfolio within DPE. Effectively engage with and gain support from key stakeholders across departments, ensuring alignment.

Craft Leadership & Authority

• Serve as the subject matter expert and authority on Generative AI applications for partner experience.
• Share knowledge, insights, and best practices; guide and consult others. Represent the DPE GenAI vision and progress in relevant forums.

Voice of the Partner

• Serve as a strong advocate for accommodation partners, ensuring their needs and feedback are central to the GenAI product development process, especially regarding content and information platforms.

Qualifications & Skills:

• Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Engineering, Data Science, Business) or equivalent practical experience.
• Proven experience 5+ years in Technical Program Management, Product Management or Product Ownership, with significant focus on AI/ML, NLP, Conversational AI, or Generative AI products and Conversational interface.
• Demonstrated success in defining product strategy, creating roadmaps, and managing product lifecycles from ideation to launch and iteration.
• Strong understanding of GenAI technologies, trends, potential applications, and limitations, particularly in the context of personalization and information retrieval.
• Experience leading complex, cross-functional projects in a fast-paced, agile environment.
• Excellent analytical and data-driven decision-making skills; proficiency in analyzing performance data and deriving actionable insights.
• Exceptional stakeholder management, communication, and presentation skills, with the ability to influence and align diverse groups.
• Experience working closely with engineering, data science, legal, content and UX teams.
• Ability to translate complex technical concepts into clear business value propositions.
• Strategic thinker with a strong commercial acumen and partner-centric mindset.
• Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Engineering, Data Science, Business) or equivalent practical experience

Benefits & Perks - Global Impact, Personal Relevance:

• 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.

“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.”
Paulo Pisano Chief People Officer

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.

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.