Customer Service Manager - Innovation Lab

Role Description: About Us

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.

Leadership/Team Quote

"In the Customer Service Innovation Lab, we don't just manage daily customer service operations—we actively experiment and build the future of travel support. As a Customer Service Manager, your team will empower leaders, challenge the status quo, and directly impact the experience of both our colleagues and millions of global customers."

Role Description

The Innovation Lab Customer Services Manager empowers, supports, and enables team leads to bring maximum value to our customers and partners. In this regional position, you will manage daily operations within your function while proactively driving continuous improvement for the internal colleague experience and overall customer satisfaction. You will take ownership of project initiation, manage critical stakeholder relationships, and ensure all programs deliver a strong return on investment. This is a unique opportunity to lead with impact, champion change, and align wtih CS and wider business objectives, and execution with our broader global strategy.

Key Job Responsibilities and Duties

• Operational Leadership: Ensure CS regional program targets, deliverables, and regulatory compliance requirements are consistently met using effective business tools.
• People Coaching & Onboarding: Coach, develop, and onboard Team Leads to drive quality and productivity results that optimize the customer experience.
• Continuous Improvement: Act as a voice for continuous improvement, identifying functional opportunities and sharing best practices to elevate site performance.
• Stakeholder Management: Build constructive relationships and collaborate frequently with key stakeholders, including CS Support Functions: Service Design, Data Analytics, Platforms and Legal
• Change Ambassadorship: Guide teams through operational changes by displaying, motivating, and encouraging Booking.com values and leadership behaviors.
• Engagement & Wellbeing: Foster a safe, open, and inclusive environment focused on regular feedback, performance coaching, colleague recognition, and overall wellbeing.

Qualifications & Skills

• Education: Bachelor's Degree or equivalent qualification required.
• Professional Experience: Extensive knowledge (8–12 years) of relevant experience, including leading and managing teams in an international, multilingual, or multichannel environment.
• Strategic Capabilities: Proven experience in Project Management, Stakeholder Management, and leveraging CS/Business Systems and Tools.
• Analytical Skills: Strong analytical capabilities with a demonstrated ability to identify opportunities, translate complexity into action, and design scalable solutions.
• Communication: Exceptional interpersonal, reporting, and presentation skills, with the ability to influence and persuade at global and local levels.
• Leadership Traits: Solution-oriented mindset with the ability to think big-picture, facilitate inclusivity, manage change, and drive self-development.

Benefits & Perks - Global Impact, Personal Relevance

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 as 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