Booking NL
Senior Specialist Chatbot Operations (For contingent workers)
This role is part of the Platform Experience team within the Digital Partner Ecosystem (DPE) department. DPE focuses on digitally managing Booking.com’s global accommodation partner base, and ultimately empowers these partners to operationally run their business and discover commercial growth opportunities.
The Senior Specialist Chatbot Operations will manage the day-to-day operations of Booking.com’s Partner Hub chatbot, be responsible for regulatory compliance and service reliability, and deliver performance optimizations with a focus on leveraging GenAI capabilities.
The ideal candidate is a proactive operator with a deep understanding of conversational systems and a proven track record of leveraging GenAI capabilities to improve user experience, while enforcing legal guardrails in a complex environment.
What you’ll do
Platform Management: Own the end-to-end operation, configuration, and maintenance of the (third-party) chatbot platform, including managing versioning and documentation, feature rollouts, and ensuring high system uptime and reliability.
Performance Monitoring & Optimization: Monitor dashboards (reflecting business and platform KPIs) proactively identify and triage issues, then drive resolutions end-to-end.
Control and Governance: Ensure the enforcement of AI guardrails/processes to minimize hallucinations, and prevent toxicity as well as content that violates policies or regulations (e.g., GDPR, EU AI Act principles). Align with QA Specialist in pre-post-release testing, and spot-check of GenAI replies.
Risk Assessment and Audits: Lead regular AI-specific risk assessments for new chatbot features and GenAI deployments. Maintain comprehensive documentation and audit trails of key decisions, changes, and governance checks to ensure regulatory compliance.
Content Upkeep: Collaborate with the content teams to improve content for chatbot usage/ consumption, and log content gaps based on chatbot interactions analysis. Own the templated content (dialogues) of the Chatbot, including its optimization.
Collaboration: Work closely with the Digital Platform Experience team and Vendor(s) to ensure timely execution of deliverables, while fostering a collaborative supportive environment.
Stakeholder Engagement: Prepare and present reports and updates as needed to ensure key stakeholders are up to date resulting in smooth collaboration. Participate in team meetings to present progress, understand priorities and get/give support on blockers.
What you’ll bring
3+ years operating, configuring, and managing high-volume enterprise chatbots or digital assistants, specifically using vendor platforms.
Deep, hands-on familiarity with Generative AI technologies in a production environment, including practical experience with RAG frameworks, prompt engineering, and output filtering/correction techniques.
Customer centric - passionate about understanding the audience needs to empower insights and drive impact.
Tech oriented - familiar with chatbot management interfaces and content management systems - eager to learn new technologies and systems.
Comfortable with operational metrics (representing customer/audience satisfaction, reduction of need for human intervention), dashboards, and experiment reads.
Ability to manage multiple projects simultaneously and adjust priorities as needed.
Experience working in cross-functional teams to promote a culture of quality within the organization.
Excellent oral and written communication skills.
Bonus: experience running A/B tests.
Success looks like
Stable bot operations with clear monthly health checks and timely remediation of issues via vendor and internal teams.
Evidence of incremental improvements in partner feedback and other key KPIs.
Reduced friction on high-impact journeys (e.g., contact flows, phone number accuracy, human fallback) and demonstrable quality controls for GenAI replies - where used.