Magnet.me  -  Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Deze vacature is verlopen. Je kunt daarom niet meer liken of solliciteren.

Product Manager - Global Customer service

Geplaatst 25 mrt. 2024
Werkervaring
3 tot 4 jaar
Full-time / part-time
Full-time
Soort opleiding
Taalvereisten
Engels (Vloeiend)
Nederlands (Vloeiend)

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About Booking.com

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.

About the Role and the Team

The team that you will be working with is responsible for the product evolution and strategy for supporting the Booking.com Customer Service department. The Customer Service department is an integral part of ensuring that the Booking Guest and Partners have their concerns resolved as quickly and efficiently as possible.

The Product Manager drives the design, development, and implementation of products based on user needs and the company's product strategy and vision. You will be deeply committed to solving user (e.g. customer or partner) pain points and identifying opportunities to improve their experience.

B: Responsible

Product Strategy

  • Owns and sets the vision for their product/feature, informed by data, user research and overarching vision of their product area
  • Lays out a ~1year strategy to achieve the vision, as part of their Department’s strategy and is able to align all their key stakeholders including their team on this strategy
  • Has a clear understanding of the capabilities and roadmap of the CS Platform vendors including but not limited to PEGA

Product Delivery

  • Prioritises short- and mid-term (<1year) roadmap based on known strategy and objectives
  • Identifies risks and dependencies early and plans for mitigations
  • Works with the team to establish tactical delivery methodology (e.g. scrum, Kanban, hours, points etc.) and execute plans
  • Coordinates delivery planning with the PMO team

Data Fluency

  • Identifies and explains the choice of the primary metric, supporting metric and counter metrics
  • Understands what makes a solid hypothesis for experimentation
  • Understands statistical mechanics of experimentation, such as how to determine test power and sample size
  • Understands how to analyse data and present findings to stakeholders and make product decisions with the results
  • Defines (with analysts) best ways to present critical metrics for tracking product success

Customer Insight

  • Is familiar with techniques to better understand customer behaviour, such as interviews and surveys
  • Knows how to gather customer needs and pain points and has experimented with techniques such as story mapping or use case design
  • Understands the difference between different research methods and is familiar with the appropriate method for the problems they are solving for
  • Is familiar with research practises and principles and can use them in partnership with researchers to distill feedback into actionable hypotheses
  • Is able to leverage experience from other external customers of the CS Platform

Stakeholder Management

  • Identifies other teams and key stakeholders impacted by the current project
  • Collaboration with CS Platform vendor(s) and integration vendor (if applicable)
  • Gathers stakeholders’ key requirements and works with their manager to integrate the feedback
  • Incorporates stakeholder requirements and feedback independently
  • Manages stakeholder expectations with timely, concise and clear progress updates, adapted to stakeholder needs and via different mediums (verbal, written, presentation)
  • Manages expectations up to Group Product Manager level and occasionally Director level

Tech Fluency

  • Partners with Engineering Manager and CS Platform team
  • Understands which technical solutions and platforms are used to deliver the product
  • Advocates for the customer and business in engineering trade-off decisions.
  • Actively learns the technical side of their work
  • Understands what the most critical elements of the technical solution are and can explain and justify the chosen technical solutions, with the support of the CS Platform team
  • Builds bridges between technical and non-technical stakeholders

Community Impact

  • Participate in the PM craft community outside of their Track and contribute where relevant.
  • Encouraged to organise craft sessions for and with other PMs in their Track.
  • Identifies risks and dependencies early and plans for mitigations
  • Works with the team to establish tactical delivery methodology (e.g. scrum, Kanban, hours, points etc.) and execute plans

B: Skilled

  • Translate new, learned knowledge into actions associated with the craft skill and knowledge.
  • Able to consistently perform and lead others with the craft skills and knowledge in complex scenarios
  • Recognised within the team/immediate organization as the "go-to” person when difficult questions arise regarding application of the craft skills or knowledge
  • Bachelor degree or Master's degree
  • Min 3-5 years of relevant job knowledge

B: Offered

  • An opportunity to contribute to a high scale, complex, world renowned product and seeing real time impact of your work on millions of travellers worldwide.
  • Be part of a truly international fast paced environment and performance driven culture.
  • Various opportunities to grow technically and personally via side projects, hackathons, conferences and your involvement in the community.
  • Full relocation support for you and your family (if the case) to move to Amsterdam - one of the most cosmopolitan cities in Europe. We have fine-tuned this process by successfully relocating 300+ Technology professionals to Amsterdam in the last year alone!
  • Headquarters located in one of the most dynamic cities in Europe: Amsterdam
  • Performance-based company that offers 29 vacation days, career advancement, and lucrative compensation, including bonuses and stock potential
  • Discount on Booking.com accommodations with the “Booking Deal” including other perks and benefits
  • Company-sponsored family and social activities to help our employees become integrated with each other and Dutch culture
  • Diverse and creative colleagues from every corner of the world
  • Generous relocation package, ensuring a smooth transition to working and living in Amsterdam
  • With over 70 different nationalities within the technology department alone, you will be able to absorb new skills and grow your career in a multicultural environment.

Welcome to the world of Booking.com Compass. This is the space and community we have created at Booking.com for all of you who have just started navigating your first career journey.
If you join our unique 15-month Graduate Software Engineering Program or Data Science & Analytics Graduate Program in our Amsterdam office, you’ll be offered a permanent role with a clear pathway to step into the next career level.

ICT
Amsterdam
Actief in 70 landen
12.000 medewerkers
60% mannen - 40% vrouwen
Gemiddeld 32 jaar oud

Dit zeggen medewerkers

Canran Gou

Senior Software Engineer

Canran Gou

"One best thing I love about the graduate program is that it created a community from my day 1 in the company: a group of young professionals joining on the same day, learning and growing together in the company."

Zulal

IT Risk & Control Officer

Zulal

Amsterdam is the perfect city for me. A lot going on and very diverse, yet small enough to feel relaxed and at home in. And there’s a great mix of people at Booking.com too…the whole world is here.