product manager for a global customer service platform

Booking.com helps people experience the world through its products, partners, and people by making travel easier for everyone. The company operates a global Customer Service Platform that supports complex, multi-step interactions across its products and services.

• Own and lead the Platform Enablement team’s product strategy, roadmap, and end-to-end delivery;
• Align and adapt the team’s roadmap to broader technology modernisation, company strategy, and architecture;
• Define, track, and report clear product and engineering metrics to communicate impact to stakeholders and senior leadership;
• Improve platform reliability, availability, resilience, and performance for dependable operation at global scale;
• Translate business and technical needs into a prioritised, technically grounded backlog;
• Engage stakeholders across Customer Service and other business units to implement changes, operationalise solutions, and measure impact;
• Partner with engineers, data engineering, product teams, and external third-party vendors to shape solutions and deliver scalable capabilities and performance stability.

• At least 3 years of experience in technical Product Management managing large-scale technical or platform products;
• Ability to manage technical roadmaps, address technical debt, and balance short-term delivery with long-term platform and product health;
• Ability to explain complex technical concepts through a clear and compelling narrative to non-technical stakeholders;
• Effective communication and stakeholder management skills with business and technical stakeholders at all levels;
• Strong product judgement and ability to balance customer, business, and technical needs;
• Excellent prioritisation skills in time-critical situations;
• Analytical mindset and strong problem-solving skills, including structuring issues and analysing alternative solutions;
• Team player with a bottom-up ideation process;
• Nice to have: Experience with third-party enterprise platforms and vendor management.

• Hybrid working with flexible working arrangements;
• Work-from-home furniture and ergonomic support;
• Up to 20 days per year working from abroad in the home country;
• Annual paid time off and paid parental, grandparent, bereavement, and care leave;
• Sustainable HQ campus in Amsterdam with on-site meals, coffee, snacks, multi-faith rooms, and breastfeeding rooms;
• Commuting allowance and bike reimbursement scheme;
• Discounts and wallet credits for Booking.com products, Booking.com Genius Level 3 upgrade, and friends and family discount vouchers;
• Free access to online learning platforms, development and mentorship programs;
• Global Employee Assistance Program and free Headspace membership;
• Bi-annual performance conversations, company-wide mentoring program, and internal development opportunities;
• Unlimited access to Udemy, Coursera, LinkedIn Learning, and O’Reilly;
• The interview process includes 4 interviews conducted via Zoom video conferencing;
• This role does not come with relocation assistance;
• Pre-employment screening may include employment history, education, and other information permitted by applicable law.