Risk Officer - Trust & Safety maturity program

Join Booking.com as a Risk Officer in the Trust & Safety Maturity Program

Role Overview

The Trust & Safety Risk Officer is an individual contributor with expert-level knowledge in Trust and Safety process enhancement, evaluation, auditing, and quality assurance. At Booking.com, this role is accountable for executing and advising on Trust and Safety Maturity Assessments. Leveraging extensive experience in conducting maturity assessments using the Capability Maturity Model (CMM) framework, you will thoroughly understand business processes to manage the entire lifecycle of T&S Maturity Assessments. This includes defining the scope, conducting interviews, documenting findings, assessing observations against the maturity model, offering recommendations, and engaging closely with stakeholders. You will also oversee a yearly cycle of recommendation management and provide ongoing updates to the program based on implemented fixes, while maintaining a comprehensive view of the overall program.

This role involves partnering with capability areas and owners across the Group Trust and Safety function and other business units to review the maturity of their processes. You will collaborate on implementing recommendations to enhance maturity scores, requiring close cooperation with stakeholders from diverse departments and the ability to balance a broad strategic perspective with a detailed operational focus. The role acts as a liaison between Trust & Safety delivery teams, Program Management, Risk & Compliance teams, and external assessors or auditors, supporting the creation of risk assessments for new Trust & Safety products and features.

Strong stakeholder management skills are essential, along with the ability to challenge issue owners to develop robust and scalable solutions that mitigate key risks and support successful business operations. The Trust & Safety Risk Officer is pivotal to the success of the T&S maturity program, fostering stakeholder engagement and driving the maturity assessment and recommendation management processes through effective interpersonal skills.

Key Job Responsibilities and Duties

• Lead and assist the Trust and Safety Maturity Assessments lifecycle activities within Booking.com.
• Understand the Trust & Safety portfolio and have a basic understanding of how governance, identification, prevention, detection, response, and recovery functions operate within this portfolio to provide the right SME support.
• Collaborate with other teams within Trust & Safety to build and fine-tune control frameworks, work with the T&S management team on prioritization of past recommendations, play a central role in performing internal assessments, coordinate with external assessors (vendors), and engage with control owners to help them achieve maturity.
• Lead cross-functional remediation activities affecting the wider business.
• Collaborate closely with stakeholders, Program Managers, other assessors across geographies and teams, and external assessors.
• Be a strong team player yet a high-performing individual contributor depending on the context and need.
• Demonstrate excellent skills in documentation of reports, frameworks, scoring models, and other reports as required for Trust & Safety Maturity assessments.
• Be able to split large tasks into logical, manageable, and decoupled actions which are managed effectively and delivered on time.
• Over time, manage the Trust & Safety Maturity Program individually.
• Implement monitoring systems to track Trust & Safety metrics and indicators. Regularly assess the Trust & Safety maturity levels and report findings to senior management.

Role Qualifications and Requirements

• Bachelor’s degree required in technology, computer science, or a related field.
• Work experience in business analysis, auditing, corporate governance, risk management, or internal controls.
• Knowledge of control frameworks such as NIST, PCI-DSS, SOX, SWIFT, etc.
• Hands-on experience as a key user or administrator of a GRC tool.
• Ability to develop solid relationships with business partners to drive the adoption of the risk management culture.
• Hands-on experience with large e-commerce or tech companies preferable, especially within the first line of defense.
• Strong knowledge and work experience in Technology Risk domains (Cybersecurity, Privacy, Third Party, Fraud, Trust & Safety).
• Thorough technical understanding of internal control requirements and design, and experience in applying them in various businesses.
• Able to translate regulatory and risk-related functional and technical requirements for engineering teams to develop secure products, services, and solutions.
• Be flexible and agile in response to changes in business, stakeholder expectations, and/or the regulatory/operating environment of Booking.com.
• Strong independent contributor, while still a strong team player.
• Previous experience in software development or software engineering is a plus.
• Strong communication skills; fully comfortable working in English, both written and spoken.

Total Reward Philosophy:

The benefits and perks offered by the company can be found on the Booking.com careers site.

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.