Customer Service Manager

We are the planet’s #1 accommodation site. Our diverse team, 13,000 strong, is united by a single mission: to help travelers, whatever their budgets, easily discover, book, and enjoy the world’s best places to stay.

The Customer Service Manager leads a team of 10 Managers and 150 Customer Service Executives delivering experiences that thrill our customers, increase loyalty, and far exceed industry norms. In other words, we’re leaders in what we do, constantly moving forward to explore new ways to delight our customers and deliver a positive impact beyond their expectations.

* Lead and serve a direct team of up to 10 managers and a total team of 150 service executives * Achieve or exceed all KPIs related to partner satisfaction, productivity, employee satisfaction, recruiting, attrition and budget spend * Become an expert at the functional work we do, constantly driving improvements and innovation across our business * In alignment with our Booking.com values, you’ll be a team player, a strong collaborator, intensely customer and partner focused, driven to execute, willing to take risks and, above all, humble in your approach * Foster a high morale, high performance environment, extending your impact beyond your team to site and regional level impacts

* Impeccable organizational and team leadership experience aligned to the expectations and scope of this position * We’re constantly changing and we move quickly. To be successful here, you’ll thrive in this type of environment * You work well with others (because you want to) and it’s one of our greatest values. * You’re organized and you place significant value on execution excellence and have the record to prove it * You have analytical strength and detail-orientation, as this is at the core of running the business * You know the importance of communication and you constantly work to connect your team to a greater purpose * A college degree and/or significant leadership experience in a customer service, accommodations or travel-related environment are required. * Experience working in a B2B service environment and commercial selling experience is strongly desired. * Must have shift flexibility