Product Manager (For independent contractors)

Please note, this is a 6-month assignment for freelancers, requiring a 2 day per week office presence.

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 following day. The friends one makes. The journeys one takes. The sights one sees. And the food one samples. Through our products, partners and people, we can empower everyone to experience the world.

We're a global e-commerce company with business operations in nearly every country and city. We want to make it easy for everyone, anywhere in the world, to pay for their travel or do business with our platform whenever and however convenient for them.

Your role:

In this role, as the Product Manager for the Agent Support & Learning Product team you will be responsible for the knowledge management and the learning and development product suite Booking.com’s customer service agents.

Travel moves fast, and in a multi-national company serving thousands of customers a day, agents need access to consistent, helpful guidance in the flow of their regular work. The Agent Support & Learning Product team is responsible for the technology that ensures agents can find the right policies, procedures, and training materials with the least effort, to keep agents focused on serving customers. With the introduction of genAI, there are new opportunities to offer intuitive and fast access to accurate information, increasing agents productivity and onboarding time. Additionally, this team is responsible for tools agents use to train and onboard before being cleared to serve customers.

As a product manager for the Agent Support & Learning team, you will lead the team towards:

1. Ensuring a reliable and fit for purpose Knowledge Management and Training technology suite for agents and internal users, leveraging Pega Platforms tools

2. Developing genAI-powered knowledge management search to improve agent performance

3. Working closely with Pega engineers, designers, knowledge managers and process owners to deliver the right content at the right time to agents

4. Aligning with stakeholders of Knowledge Management and Learning and Development operational teams to ensure shared goals and successful product delivery

5. Iterate and measure the impact of new features to improve average handling time and time to productivity

6. Working with stakeholders to identify opportunities for additional efficiencies in agent performance within your product space (knowledge management, training and onboarding of new agents)

The role would include crafting the product strategy that aligns with business goals, technical roadmap and measures of success for the Agent Support & Learning team and leading a passionate team of developers and process designers towards delivering an ever better customer service every day. Your role would include deep collaboration with stakeholders within our CS operations team, along with other product teams, analytics, privacy, and legal.

This role sits within the CS AI track that is responsible for delivering high priority AI features into CS that aim to improve agent efficiency and reduce the need for human handled tickets.

This is an individual contributor role. You will be encouraged to drive strategy and stakeholder alignment. You will not be responsible for managing people.

Role Qualifications and Requirements:

• Experience working with Pega CRM platform AND/OR experience working with knowledge management in customer service is essential

• Strong product insight (balancing customer & business needs)

• Experience with data analytics and measuring business impact for your product changes

• Very good communication and ability to balance priorities in time critical situations.

• Preferable, but not mandatory, experience with AI or genAI products

• Preferable, but not mandatory, experience with 3rd party vendors and consultants

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions.