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Director - Global Program Management, Customer Service
JOB DESCRIPTION FOR:
Director - Global Program Management, Customer Service
Established in 1996 in Amsterdam, Booking.com has grown from a small Dutch start-up to the third largest ecommerce company in the world. Booking.com is the largest business within Booking Holdings (NASDAQ: BKNG) and accounts for the vast majority of Booking Holdings’ total revenue. Booking Holdings is a leading Fortune 500 e-commerce conglomerate with a market cap of approximately $84 billion and revenues of $15.07 billion (2019). Booking.com currently employs more than 13,000 employees in 214 offices in 70 countries worldwide.
With a mission to make it easier for everyone to experience the world, Booking.com invests in digital technology that helps take the friction out of travel. Booking.com connects travelers with the world’s largest selection of incredible places to stay, including everything from apartments, vacation homes, and family-run B&Bs to 5-star luxury resorts, tree houses and even igloos. The Booking.com website and mobile apps are available in over 40 languages, offer more than 28,984,513 total reported listings, and cover 142,259 destinations in 229 countries and territories worldwide. Each day, more than 1,550,000 room nights are reserved on its platform. So whether travelling for business or leisure, customers can instantly book their ideal accommodation quickly and easily with Booking.com, without booking fees and backed up by its promise to price match. Via the customer experience team, customers can reach Booking.com 24/7 for assistance and support in over 40 languages, any time of the day or night.
At Booking.com, we are all involved in making hundreds of decisions every day. The decisions we make are a reflection of our Values - they reflect what is important to us, both as individuals and as an organization.
When we use our Values to make decisions, we make a deliberate choice to focus on what is important. When Values are made explicit, they provide clarity on what “good” looks like. And when they are shared, they build unity in a group. They build culture.
Think customer first. We obsess about adding value for our customers - guests, partners, colleagues - to make it easier for everyone to experience the world.
Own it. We deliver on our promises, make informed decisions and prioritize to get the important things done today.
Learn forever. We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures.
Succeed together.We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others.
Do the right thing. We get the right results the right way. For each other, our communities and the world around us.
Booking.com Leadership Team
Chief Executive Officer, Glenn Fogel
SVP, Chief Finance Officer(interim), Sue D’Emic
SVP, Chief Marketing Officer, Arjan Dijk
SVP, Trips, Bryan Batista
SVP, Chief Technology Officer, Matt Swan
SVP, Chief Legal Officer, Maria Barros
SVP, Chief People Officer, Paulo Pisano
SVP, Accommodations, James Waters
For more information on the leadership biographies: please visit https://globalnews.booking.com/executive-biographies/
Profile Director - Global Program Management, Customer Service
The philosophy of Booking.com is that Customer Service (CS) is not a cost centre to the business but instead focuses on the value of CS, and being a customer and partner first business. Our CS organization is responsible for providing exceptional customer service and is split between two segments: partner (CSP) and guest (CSG), with agents solely focused on providing either guest or partner support and being the connection point between the two. Insights CS agents gain from contact with partners and guests are shared with the wider business to help inform future developments. We have several thousand CS agents all around the world today, supporting in over 40 languages, any time of the day or night.
The mission of our Global Program Management is to bring together our long-term strategy and our operations, translating our strategic initiatives, goals, and ambitions into actionable plans. The Global Program Management team will operate as a Program Management Office (PMO) within CS and also works together with our business units to collaborate on new initiatives and provide an ongoing feedback channel for customer experience insights. . The Director of Global Program Management is responsible for the successful planning and execution of our major programs, as well as the analytics that support our initiatives program. Primary objectives of the Program Management Office (PMO) within CS:
Institutionalize and implement project and program management governance and methodologies
Manage major programs and projects for CS
Create transparency and traceability in program and project tracking
Ensure programs and projects have direct relationships and impacts to Booking.com and CS strategic goals
A key task of this function will be to provide an effective mechanism for assessing new initiatives and providing a framework for prioritisation so that we maintain a manageable set of initiatives that can be delivered and drive the necessary business value.
This role will pull together analyst functions within CS which provide performance measurements of our major programs and initiatives against their success characteristics and impacts on our operating model. This includes quantitative and qualitative data, and customer as well as operational insights. They will use a data-driven approach to identify risks to scalability and drive the most impactful programs that help develop our target operating model to be fit for future growth. They drive program and project management best practices beyond their own team, and look for opportunities to bring work together to take advantage of synergies. They bring together an expertise in evaluating business, operations,and human performance characteristics under the structure and discipline of a PMO.
The Director CS of the Global Program Management team will have central ownership and oversight for all major change programs across the CS organization. The Director CS of Global Program Management is a role within our Customer Service leadership team and provides input on the long-term ambitions for our department. The role sits within our CS Central Operations function. The Director CS of Global Program Management will partner with the other groups in the Central Operations function, other tracks within CS Global Support, other BU’s and Business Functions and any other stakeholder groups depending on the program/project they are overseeing and to ensure the delivery of their program portfolios.
The Director CS of Global Program Management in CS will provide balance to our long-term strategy and more immediate needs of service delivery. They will use the insights of the change and program portfolio of initiatives to drive performance and share insights regarding progress, risks and opportunities. They will lead a team of program and project management professionals and analytics team members to lead our change portfolio. They are accountable for the creation and maintenance of a flexible governance model of the program Management Office (PMO) at Booking.com within CS. They will work cross-functionally within Commercial Operations and other departments as well to manage the success of CS business, operational, and customer experience or journey initiatives.
The Director of Global Program Management is able to leverage a wide range of quantitative and qualitative insights to steer initiatives in the change and program portfolio which are focused around running the business and changing the business. They will build and lead a team of analysts to look at the long term trends of our strategic KPI’s and identify deviations and opportunities to continuously improve our quality and productivity metrics.
This role reports to the Senior Director, Central Operations of Customer Service and is located in Amsterdam. They will directly manage a team composed of multiple levels of management, program and project functions. They will work in programs in a matrixed organization, and will also have dotted line relationships within Global or Regional functions directly related to their programs and scope. Total impacted operational population in 2019 to be 10,000 FTE covering 42 languages, multiple product lines, and service channels.
Reports to: Senior Director, Central Operations of Customer Service
Manage a diverse team to drive successful global change programs, projects and organization strategies.
Be the CS leadership voice for our change programs
Create and maintain a global governance framework for major programs and projects
Manage key operational initiatives through a disciplined, customer focused, program management approach; identify and resolve project and program issues
Build consensus and influence decision-making within executive- and senior-level audiences. Work effectively with all peers and stakeholders (such as WFM & Finance, Regional Operations, Product and PS), create strong cross-functional collaboration with other departments and external vendors to ensure successful delivery of programs and projects impacting CS.
Define and lead strategy and roadmap for program and project management governance in CS.
Plan, facilitate, and manage the evaluation or deployment of major programs for products and services purchased from third-party suppliers and vendors worldwide specific to CS. Partner with teams to negotiate the terms of new agreements. Manage vendors to ensure they adhere to SLAs around delivery targets, billing, and technical requirements of the program. This may include systems or tools, consulting services, however is unlikely to include BPO resources as those are managed elsewhere.
Deliver customer insight that identifies improvement opportunities either within CS or the Business units to support delivery towards our service model ambitions.
Maintain success measurements characteristics for the CS operational organization and keep accurate snapshots of performance to plan on demand.
Change management across the complete CS internal and external operational enterprise.
Own the success and performance characteristics for relationships between our key vendors who provide support CS operations. Establish guidelines and standards for our vendors, lead sourcing activities and success characteristics for existing and new solutions and vendors.
IDEAL EXPERIENCE & SKILLS:
Bachelor's degree or equivalent, Masters preferred.
10+ years of related experience in driving performance and programs in a complex CS or similar environment. Project Management Professional (PMP) or similar certification preferred
10+ years general management and proven record in managing all facets of complex large multinational operations
8+ years in strategy and at the managerial level successfully directing and developing staff level colleagues
Industry Expert in domain of call centre performance management
Highly aware of the general operations of call centre operations, including but not limited to: WFM, forecasting and financial management, Change Management, Operational Excellence, (including Process management) People performance/development including Learning & Development trends, (including agile learning principles, adult learning methodologies, digital learning) , Quality Assurance (including setting Quality standards, QM, feedback process) Knowledge management and organisational change management
8+ years in managing vendors & commercial relationships
Able to work independently, as well as extremely team-focused; supports team and peer decisions
Able to explain highly technical topics to diverse audiences
Experience building a PMO from scratch or introducing program/project management discipline in absence of PMO
Able of working cooperatively with people of diverse backgrounds regardless of personal differences
Meticulous attention to detail
Possess excellent written and spoken English communication skills
Excellent organisational skills
OTHER PERSONAL CHARACTERISTICS
Strong interpersonal skills, flexible and a positive attitude
Self-motivated and able to take ownership of key topics
A strategic thinker yet focused on execution; able to roll up the sleeves to get things done
Strong executive presence and ability to communicate strategy clearly and simply
Good cultural and organizational sensitivity
Committed to building a diverse, inclusive work environment
CRITICAL LEADERSHIP CAPABILITIES:
Publicly identifies needed changes or directions that need adjustment, challenges assumptions and norms.
The ability to “think big” and simultaneously understand and appreciate the details necessary to operationalize overarching strategies and goals; The ability to make sense of complex issues and ambiguous situations.
Challenges assumptions about “the way things are done”.
Communicates explicitly what must change, why changes are necessary, and possible outcomes and costs.
Adjusts communication style to the audience to help them understand and accept the change.
Encourages people to support and propose changes and ideas.
Building relationships, Collaborating and Influencing
Establishes internal relationships and leverages external relationships.
Enhances the level of cooperation, collaboration, and trust between people.
Fosters a culture where people feel valued and respected and leverages even difficult or tense circumstances to enhance relationships.
Negotiates where appropriate, retaining respect for the control function the role occupies.
Takes time to identify and engage stakeholders, seeking consensus and/or understanding
Identifies’ opportunities to build and enhance relationships that help others achieve their objectives, reaching out proactively.
Responds resourcefully, flexibly, and positively when faced with new challenges and demands. Effectively deals with the stress and complexities of various situations. Moves forward productively under conditions of change or uncertainty
Demonstrates and fosters a sense of urgency, a “can-do” spirit, a sense of optimism, ownership, and strong commitment to achieving goals and organizational success.
Demonstrates a strong sense of ownership and a commitment to achieving meaningful results.
Checks work of self and others against required quality standards.
Reviews performance and progress on a regular basis to ensure team is achieving results.
Tests to see if goals are sufficiently challenging and implements corrective action based on deviations.