At Booking.com, flawless processes ensure excellence. Technology is at our core. And innovation is everywhere. But more than that, we are the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners, and people, we make it easier for everyone to experience the world.
The Trips business unit that Attractions is part of, will bridge the Booking.com of today with the Booking of tomorrow, leading the evolution from a single-product company to a multi-product offering company with an unprecedented, personalised travel experience at the heart of its success.
Attractions is a new business dedicated to helping travellers discover and book things to do around the world, from museum tickets, to canal cruises and guided tours. To do this, we need to build a marketplace with the world’s broadest selection of bookable things to do, and effortlessly match the right activity to the right person at the right time. Our goal is to offer travellers the widest choice and the best customer experience, no matter what tour, activity, or attraction they choose.
About the role
The scaling Attractions business is looking for someone who is excited by solving unstructured problems and building the foundation on which we can increase the range of our product offering by tenfold over the next year.
The Operations team is responsible for loading new products on our platform. The Operations Associate will be responsible for managing the performance of the internal team as well as for day to day management of stakeholders in the process for loading products on our platform. In this role, you will develop processes, identify opportunities for improvement and implement solutions, primarily within the Operations team but also in broader Attractions business.
To enjoy this role you need to be:
Comfortable with ambiguity and unstructured problems
Action oriented and comfortable to try and fail
Patient and able to understand the larger view of all components of the machine
Constantly pushing for better level of quality, while balancing this with the pareto principle
Ready to be challenged to learn new skills
Develop operational processes in conjunction with Team Lead and stakeholders and prepare operating manuals
Prepare reporting on operational performance, providing insight into reasons for under/over performance and making recommendations of actions to improve
Day to day ownership of relationship with key stakeholders (Product, CS, Content Agency, 3rd party Partners) including, setting up tracking of performance, reporting issues, aggregating and prioritising issues, holding regular performance discussions with stakeholders and agreeing on actions to improve (with support from manager on more complex issues)
Make recommendations for operational improvements, within Operations as well as in working with Product, Customer Service (CS), Booking.comContent Agency and 3rd party Partners.
Own the implementation of sections of the process and improvements, with some support from Manager on bigger, more complex changes
Set training program for Content and QC Coordinators, prepare training material (incl. operational procedure guides, how to videos, checklists etc) and lead training sessions
With support from manager, set operational targets for Content and QC team and then provide day to day management of Content and QC team, assigning work to individuals, ensuring work is completed on time, unblocking the team when issues arise, providing coaching and support where necessary
Review work of Content and QC Coordinators and ensure high quality standards are maintained, providing coaching interventions, performance feedback and updating guidelines where necessary
Support manager in identifying and capturing opportunities for operational or process improvement across Attractions business
Monitor CS dashboards, identifying where performance is below benchmark and following up with relevant CS owner to ensure the issue is being addressed
Collaborate with Product&Tech team responsible for Contact Rate study to ensure issues identified are being addressed and represent Content workstream
Tertiary degree (commerce or science is an advantage)
Strong analytic problem solving with good sense of business processes, how to identify gaps and implement solutions to close them
Advanced level Excel user
Experience in managing relationship with internal and/or external stakeholders
Strong people skills and ability to influence others
Able to communicate complex information in a simple way
High attention to detail and accuracy in repetitive tasks
Ability to evaluate content critically and work of others (to identify errors, confusing content etc)
Good judgment required to interpret and apply guidelines in setting up a product (taxonomy, location, compliance with policies etc)
Entrepreneurial, proactive, sense of responsibility and can work independently
Team player, motivated; positive attitude
Fluent English speaker and writer; any additional language knowledge is a plus
Affinity/experience within e-travel and/or hotel/travel industry is a plus
What we offer:
An opportunity to further develop your Operations toolkit:
Root cause analysis
Exposure and input to software product development
Opportunity to own relationships with high level stakeholders