Procurement Manager - Customer Service

Role Description: About Booking Holdings

Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. For more information, visit BookingHoldings.com and follow us on X (formerly known as Twitter) @BookingHoldings.

Role: In this role, you will lead global spend management and strategic sourcing initiatives for the Customer Service function across Booking Holdings. You will play a key role in shaping and optimizing our global Customer Service and BPO ecosystem, driving efficiency, scalability, and value creation across multiple brands including Booking, Agoda, Kayak, and OpenTable.

The majority of Customer Service spend and procurement activities are centered around Booking.com (BHBV), making this role highly integrated within the Amsterdam-based Procurement organization and closely aligned with the broader Global Procurement team.

A core focus of this role is to identify and execute cross-brand opportunities, leveraging scale to maximize commercial value and strengthen vendor partnerships. You will develop and execute category strategies, manage complex supplier relationships, and ensure procurement initiatives are aligned with business priorities.

This role covers third-party services with a strong emphasis on Customer Service operations (including BPO and contact center services), while also encompassing broader services categories. You will collaborate closely with global stakeholders, including Customer Service leadership (with strong presence in EMEA and APAC), as well as Legal, Privacy, Security, and Finance.

The role has a global scope and is based in Amsterdam, reporting to the Global Senior Manager Procurement – Customer Service.

Key responsibilities:

• Customer Service and related services categories, delivering measurable P&L impact
• Lead strategic sourcing initiatives, including supplier selection, negotiation, and contract optimization
• Identify and drive cross-brand synergies to maximize value across Booking Holdings
• Partner closely with Amsterdam-based Procurement teams and global stakeholders to align sourcing strategies
• Manage key supplier relationships, including performance management, governance, and escalation handling
• Drive vendor consolidation and continuous improvement initiatives across the supply base
• Ensure compliance with internal policies and external requirements (including data privacy, security, and sustainability)
• Contribute to the implementation and adoption of procurement tools, processes, and best practices
• Act as a change agent to promote a unified, value-driven procurement approach across brands.

Skills and experience required:

• Bachelor’s degree with 5+ years of relevant experience in Procurement
• Experience in Customer Service (e.g. BPO, contact centers) procurement is preferred; candidates with strong Professional Services or broader services procurement experience are also encouraged to apply
• Strong negotiation and commercial skills
• Proven stakeholder management and influencing capabilities
• Analytical, structured, and results-driven approach
• Ability to work independently and collaboratively in a dynamic, international environment
• Strong communication skills
• Ability to manage multiple priorities with flexibility and resilience
• Experience working with sourcing and contract management tools (e.g. Ivalua, Salesforce CLM/Conga or similar)
• Experience in tendering and contracting within services categories
• Understanding of legal, risk, data privacy, and security considerations in supplier management
• Strong stakeholder management and influencing skills, with the ability to engage and challenge seni