Partner Experience Operations Lead

About Us: 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 encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Description:

We are seeking a dynamic and strategic Senior Manager – Operations Lead (Order to Cash) to own and drive end-to-end strategic O2C decisions with a key focus on enhancing our financial partner ecosystem (platform and tools), and optimizing cross-functional processes. This role requires a high-impact individual with excellent stakeholder management capabilities across Commercial, FinTech, and Finance teams to ensure a seamless and scalable partner lifecycle from onboarding to payout or cash collection.

This is a new role designed to elevate our focus on the partner experience across the various towers of order to cash. You will set a strategy to improve overall communications (internal and external) on issues, drive end-to-end alignment and simplification for our stakeholders on key initiatives, and improve the end-to-end experience for our partners. You will strategize our platform and tooling, aligning with the O2C towers, Customer Service, and FinTech to create the best platform for self-service and communication with partners. The role is responsible for leading a team of 4-6 people.

Key Job Responsibilities and Duties:

• Act as the voice of the partner throughout the O2C lifecycle, driving timely, transparent, and value-adding communication.
• Design and implement strategies to improve partner interactions and proactively resolve issues using effective tools and systems.
• Align messaging and service levels across customer success, commercial, and support teams to ensure a unified partner experience.
• Lead the end-to-end O2C process, continuously improving contract execution, billing, invoicing, collections, dispute management, and cash application.
• Identify and eliminate process bottlenecks, increase automation, and maintain compliance with policies and controls.
• Own and update process documentation, training materials, and best practices to support operational excellence.
• Collaborate cross-functionally with Commercial, FinTech/Product, Finance, and Partner teams to drive priorities, enhance systems, and advocate for partner-centric improvements.

Qualifications & Skills:

• Background in finance and customer journeys.
• Proven people motivator with management experience.
• Ability to proactively drive assigned projects and achieve preset objectives.
• Demonstrated success in driving operational improvements and managing complex stakeholder environments.
• Strong understanding of SAP, O2C processes, and partner success metrics.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate at all levels.
• Ability to think unconstrained and in complex processes, and to redesign the current state.

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.

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.