Program & Business Operations Manager (For independent contractors)

In Core Platforms, within Central Tech, we deliver technology and capabilities to help our product engineering colleagues build software and operate their products in order to deliver great travel products to our customers. Booking.com’s Core Platforms department is investing in the way we work, and we are looking for an experienced Business Operations Manager to lead and facilitate business operations associated with our objectives.

As a Program & Business Operations Manager in Core Platforms you will support and/or lead the planning, execution and optimization of different Business Operations processes to enable the achievement of our departmental objectives. You will also be driving one of our programs, the Internal Customer Engagement program. The objective of this program is to foster a culture of customer-centricity within Core Platforms through the implementation of improved customer support mechanisms, internal customer satisfaction score metrics, customer segmentation, the delivery of a customer engagement framework and more.  In this role you own the program kickoff, planning and execution and regular reporting to different stakeholders. You will raise dependencies and flagging risk for the projects in the program.

What you’ll be doing:

• Drive and/or support  the rhythm of the business for reviews, planning, budgeting, and management reports.

  
  

• Own preparation and facilitation of our quarterly planning process and event including kicking-off the quarterly process with stakeholders, organization and facilitation of the event, following-up on the agreements/to-do list and act on feedback for continuous improvement of the process. 

  
  

• Act as the Program Manager of our Internal Customer engagement program, coordinating the activities of the different projects within it, facilitating the quarterly planning and monthly reporting of the program, identifying synergies between projects and owning the delivery of the key Results of the program. This program will implement a Customer Centricity flywheel. The program manager is expected to make sure that the different projects owning different parts of the flywheel acts in a coordinated and efficient way.

  
  

• Support design and/or execute thoughtful, yet simple, processes to increase efficiency and productivity. Drive the optimization of business operations by driving adoption of standardized processes across the department to increase efficiency and effectiveness while also simplifying where possible

  
  

• Communicate recommendations supported by a compelling storyline to key stakeholders to ensure impact and build consensus among cross-functional teams and influence decision-making with senior-level audiences

  
  

• Evaluate the performance of current business operations and recommend strategies and tactics to achieve business goals.

Required Skills:

• 8+ years experience managing people within a strategic program or project management role

  
  

• 2+ years of experience in Business Operations. Ability to assess and optimize the way the business operates, building consensus among different stakeholders.

  
  

• Ability to define and execute complex business planning processes, identifying stakeholders, risks and dependencies, and facilitating the negotiation between relevant parts.

  
  

• Influential, open communicator with ability to work with, influence, and align with multiple stakeholders (leadership, senior management and groups)

  
  

• Proven analytical and problem-solving skills with excellent organizational agility and able to meet tight deadlines and prioritize in a fast-paced, rapidly changing environment

  
  

• Excellent written and verbal English communication skills

  
  

• Enjoy a fast paced, dynamic environment. Able to work under pressure and ambiguity.

  
  

• Customer-centric mindset

  
  

• Technical background or experience is a nice-to-have.