Role Description:
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.
"CS Global L&D is shifting toward a new model: skills-first, agile, measurable, embedded in the flow of work, and directly connected to business performance. As the Orchestration Team Leader, you will lead the team owning our operating backbone—turning strategy into a scalable, data-informed system that directly drives global contact centre performance and customer outcomes."
This role supports the CS Global Learning Manager in developing and implementing programs based on service delivery needs, performance data, and learning analysis to ensure world-class service worldwide. You will lead a team owning the core operating backbone of the L&D function, managing everything from learning operations, skills strategy, and analytics to content governance and tech systems. Working in close partnership with the Learning Experience Team Leader, you will serve as a strategic Learning Business Partner for regional and global leadership, ensuring learning is a true performance enabler. This is a strategic people leadership role for someone who can connect contact centre metrics and agile operations into one high-performing system.
Team Leadership & Culture: Lead, coach, and develop a high-performing specialist team across planning, analytics, governance, and operations, fostering a culture of ownership and psychological safety.
Agile Portfolio Management: Own intake, prioritisation, capacity planning, and delivery tracking via Jira, ensuring learning work is sequenced against product changes, service launches, and strategic business priorities.
Data-Driven Performance & Mapping: Maintain the Skills and Objectives Map and partner with stakeholders (Operations, Quality, etc.) to run gap analyses grounded in metrics like CSAT, AHT, FCR, and quality.
Tech Stack & Governance: Manage and evolve the learning tech stack (LMS, simulations, analytics, GenAI platforms) and lead content library governance, including refresh and retirement cycles.
Strategic Stakeholder Management: Position L&D as a strategic performance partner, communicating priorities, managing trade-offs, and converting feedback into clear design requirements for the Learning Experience team.
Leadership Experience: Minimum of 3 years of experience as a Team Leader with proven ability to coach talent and manage team performance.
Customer Service Expertise: Minimum of 5 years of experience in a Customer Service team, with a strong understanding of contact centre workflows, workforce implications, and operational metrics.
Strategic L&D Background: Significant experience leading strategic learning programmes end-to-end in complex operational, contact centre, or global/vendor-supported environments.
AI & Data Literacy: Strong capability to use data dashboards, reporting frameworks, and ROI tracking to measure learning performance and improve operational outcomes.
Agile Practices & Tooling: Proficient in agile ways of working, including using Jira or similar tools to manage work, track sprint planning, and navigate fast-moving environments.
Problem Solving & Tech Ecosystems: Experience managing learning tech ecosystems (LMS, simulations, digital tools) and diagnosing whether performance gaps require training or tooling/process changes.
Education Requirements: Bachelor’s degree is mandatory; a Master’s degree is preferred.
Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
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 €1,400 per year for yourself, including automatic Genius Level 3 status and Booking.com wallet credit.
Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Let's go places together: How we Hire
Please note: This role does not come with relocation assistance.
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
