Project Manager - (Customer Services - Tech)

Join Booking.com as a Global Project Manager in Customer Services Tech

At Booking.com, our mission is to make it easier for everyone to experience the world. We are committed to providing our customers with a seamless and enjoyable experience at every step of their journey. Our Customer Service team is at the heart of this mission, and we are dedicated to equipping them with state-of-the-art tools, technologies and platforms that elevate customer satisfaction, unlock new services, innovate our process and enable our customer service agents to focus fully on delivering the best service experience possible.

Booking.com's Customer Service is essential for an exceptional global service experience, driving competitive advantage. We aim to enable a Connected Trip Support Experience, fostering loyalty and delivering significant business value. Serving travelers and partners across 40+ sites, 40+ languages, and over 10,000 agents globally, we operate in a complex, dynamic, and highly matrixed environment, ensuring agile, high-quality, and collaborative efforts for the best customer experience and strong business value.

Ready to lead the transformation of a global customer service organization? We seek a dynamic Project Manager to navigate our complex, matrixed environment. Drive projects that unlock new services and equip our agents with cutting-edge tools. Drive process innovation and deliver the seamless, connected trip experience that gives Booking.com a competitive edge.

Role Overview:

The Project Manager leads and governs key project management activities within their department, partnering across teams, business units, and central functions to facilitate seamless project delivery and engagement. They will ensure consistent management of all departmental projects by applying structured methodologies, setting clear standards, and designing effective governance frameworks for optimal communication and decision-making.

They will be responsible for scoping and planning, documenting project goals, KPIs, roadmaps, dependencies, risks, and deliverables, guiding teams from initiation through to completion and handover to business-as-usual operations. The role involves independent end-to-end oversight of projects of varying complexity, proactive risk mitigation to advance milestones, and collaboration with both internal and, when necessary, external stakeholders. Focusing on business priorities informed by data and needs, the Project Manager measures and reports on project success metrics, while also leading workshops to support shared objectives and drive valuable business outcomes.

Key Job Responsibilities and Duties:

• Apply structured methodology to and lead project/change management activities.
• Own the successful delivery of the end-to-end project lifecycle.
• With supervision, lead low/medium complexity projects with global impact (cross-functional), driving them through execution, analysis, recommendation, and implementation.
• Apply change management processes and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Engage and influence stakeholders inside and, if required, outside of the organisation: work collaboratively with business unit partners and corporate support teams to drive enterprise strategy execution and partner on segment or functional strategy projects.
• Contribute to project scoping and planning by helping to document the project goal, KPIs, roadmap, and main deliverables.
• Track and report progress; create clear planning documents together with involved departments; deliver easily digestible reporting to different levels of leadership.
• Ensure a project closing and correct handover to business as usual.
• Ability to work and productively interact with different stakeholders up to Director level.

Role Qualifications and Requirements:

• Proven experience of managing projects within Customer Service / Tech Industry required (e.g. deployment of CRM tools, improving AI capabilities, legal projects, operational processes, introducing new services, etc.).
• PMP, Agile Project Management, or equivalent certification is preferred.
• Ability to use both quantitative and qualitative data to drive decision making, with guidance.
• Solid understanding of change management approaches and the change curve/process.
• Effective communicator in one-on-one and small group settings; strong influencing skills in 1:1 interactions.
• Proven ability to establish and maintain strong relationships within teams and across wider stakeholders, including influencing up to Senior Managers.
• Highly organized and structured, consistently ensuring smooth and reliable processes.
• Skilled at leading, motivating, and managing project teams and stakeholders to achieve organizational goals; able to influence senior management, challenge assumptions, and generate innovative ideas.
• Flexible and able to function well amid ambiguity and constant change; solves complex problems, breaks them into actionable solutions, and drives hands-on solutions with stakeholders to ensure outcomes meet customer needs and expectations.
• Familiarity with project/change management approaches, tools, and phases of the project lifecycle. Experience working with Jira is preferred.
• Bachelor’s degree required.
• 4+ years experience as a Project Manager.

Benefits & Perks: Global Impact, Personal Relevance:

Booking.com’s total rewards philosophy is not only about compensation but also about benefits. Our rewards are aimed at making it easier for you to experience all that life has to offer — all the messy, beautiful, and joyful bits — on your terms. So you can focus on what really matters. We offer competitive compensation as well as thoughtful, valuable, and even fun benefits which include:

• A great, brand new office in the heart of Amsterdam
• 29 days’ paid holiday plus bank holidays
• On-site meals, coffee, and snacks, including healthy and vegan options, daily
• Health & well-being benefits such as mental health support, access to health insurance, etc.
• Employer contribution pension
• Industry-leading parental leave and adoption leave
• From day one of your employment with us, we offer 22 weeks’ fully paid leave for all new parents, regardless of gender or the way you become a parent
• Great discounts on accommodation, car rentals and other group benefits
• Carer’s leave: 10 days’ fully paid leave per year for colleagues who are caring for ill family members.
• Hybrid Working (NL): We believe in office attendance at least 40% of your time whilst empowering you with the flexibility to plan where to do your best work.

Career Development

At Booking.com, we’re constantly growing and we want to provide resources to help grow your career.

• Free access to online learning platforms
• Development and mentorship programs to support career growth
• Access to trainings and workshops
• Team development opportunities

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.