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 make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we make it easier for everyone to experience the world.
We are looking for a Technical Product Manager to join our Customer Service Platform team. In this role, you will own and evolve the foundational platform capabilities that power Customer Service operations at global scale, with a particular focus on our third-party agent desktop experiences and shared platform services.
Customer Service interactions are increasingly complex, time-sensitive and multi-step, often spanning several Booking.com products and services. You will help transform a fragmented tooling landscape into a unified, reliable and scalable platform that enables support teams to deliver fast, consistent and high-quality service experiences.
You will operate at the centre of a multi-year transformation to modernise our Customer Service landscape. Working across product, engineering, architecture, operations, security, data and external partners, you will ensure architectural coherence, capability reuse, operational stability and sustainable scaling.
This is an individual contributor role with significant cross-functional influence and no direct people-management responsibility.
Key Job Responsibilities and Duties
Own and lead the Platform Enablement team’s product strategy, roadmap, and end‑to‑end delivery.
Align and adapt the team’s roadmap to the broader tech modernisation, company strategy, and architecture.
Define, track, and report clear product and engineering metrics to transparently communicate impact to stakeholders and senior leadership.
Improve platform reliability, availability, resilience and performance so the ecosystem can operate dependably at global scale.
Translate business and technical needs into a prioritised, technically grounded backlog that maximises impact.
Engage stakeholders across CS and other business units to implement changes, ensure operationalisation and measure impact.
Partner with engineers, data engineering, product teams and external third-party vendors to shape solutions and ship high‑quality, scalable capabilities, and performance stability.
Role Qualifications and Requirements
Experience: Minimum 3 years in technical Product Management, having managed large scale technical / platform products.
Proven ability to manage technical roadmaps, address technical debt and balance short-term delivery with long-term platform and product health.
Ability to articulate complex technical concepts as a clear and compelling narrative to non technical stakeholders
Effective communication and stakeholder management skills. Clearly communicate with business and technical stakeholders at all levels.
Strong product judgement and the ability to balance customer, business and technical needs.
Excellent prioritisation skills in time-critical situations while balancing customer & business needs.
An analytical orientation and strong problem-solving skills demonstrated by the ability to structure issues and analyse alternative solutions.
Team player with a bottom-up ideation process
Experience with third-party enterprise platforms and vendor management is an advantage.
Benefits & Perks: Global Impact, Personal Relevance
Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave
Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)
A beautiful sustainable HQ Campus in Amsterdam, that offers on-site meals, coffee, and snacks, multi-faith and breastfeeding rooms at the office
Commuting allowance and bike reimbursement scheme
Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers
Free access to online learning platforms, development and mentorship programs
Global Employee Assistance Program, free Headspace membership
DEI: Diversity, Equity and Inclusion at Booking.com
Diversity, Equity and Inclusion (DEI) have 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 create a unique workplace, it also creates a better and more inclusive travel experience for everyone.”
We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.
Career Development Opportunities
Bi-annual performance conversations, company-wide mentoring program, and internal development opportunities
Unlimited access to online learning platforms: Udemy, Coursera, LinkedIn learning, O'reilly
Application Process
The interview process will entail a total of 4 interviews, all conducted via Zoom video conferencing.
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.
