Director of CS Product

Director of CS Product Join to apply for the Director of CS Product role at Booking.com At Booking.com, our mission is to make it easier for everyone to experience the world. Our Customer Service team is at the heart of this mission, equipping agents with state‑of‑the‑art tools and platforms to provide the best possible service experience. Position Summary The Director of CS Product will shape the future of our customer service technology, leading the evolution of the Agent Desktop, CRM (Pega), and omnichannel solutions. This strategic, delivery‑oriented leader will collaborate across Customer Service, IT, and Product Management to ensure our tools are intuitive, robust, and aligned with business goals. Key Responsibilities Develop and articulate a product vision and strategy for customer service tools and platforms. Lead end‑to‑end product lifecycle management from ideation through launch and continuous optimization. Engage stakeholders to understand business processes, identify pain points, and define requirements for system enhancements. Communicate progress, challenges, and major decisions to leadership, owning the narrative and responding swiftly to change. Align with Directors of CS Service & Process Design and CS Tech to create a unified roadmap and effective ways of working. Collaborate closely with engineering, design, process, and product teams to ensure successful delivery, user adoption, and high‑quality performance. Prioritize a multi‑year product roadmap, balancing short‑term operational needs with long‑term strategic initiatives. Oversee integration and enhancement of key customer service systems, exploring AI‑powered automation and analytics. Monitor product performance metrics and use data analytics, user feedback, A/B testing, and AI insights for continuous improvement. Stay abreast of industry trends and emerging technologies, assessing their applicability to our ecosystem. Lead 3rd‑party vendor relationships, maximizing value creation in partnership with tech counterparts and vendor management. Ensure platform design and decision‑making are clear, enabling easy management, operation, and low‑code environments. Support and enable consistent ways of working across cross‑functional teams, with clear KPIs and health metrics. Provide leadership, mentorship, and development opportunities to a team of product managers, fostering a culture of excellence and continuous learning. Qualifications Bachelor’s degree in Business, Computer Science, Engineering, or related field; MBA or advanced degree preferred. 12+ years of product management experience, including 8 years in a leadership role, with a focus on customer service tools and platforms. Extensive knowledge of CRM and workflow management systems (Pega preferred) and experience in the customer service domain. Proficiency in Agile, Scrum, and Waterfall methodologies, with the ability to select the appropriate approach. Experience with complex routing systems and omnichannel solutions in a post‑booking environment. Strong cross‑functional leadership, managing multiple high‑priority projects and 3rd‑party software relationships. Exceptional analytical, problem‑solving, and decision‑making skills. Excellent communication and interpersonal skills, engaging stakeholders at all levels. Track record of driving innovative products that enhance customer service operations and deliver business results. History of building and inspiring high‑performing teams, with a focus on career growth for product managers. Experience in managing resourcing demand for product teams. Why Join Us Dynamic, collaborative environment where your contributions impact customer experiences. Lead initiatives that shape technology in a leading online travel platform. Competitive salary and comprehensive benefits package: health insurance, retirement plans, professional development support. Global, diverse, inclusive workplace that values perspectives and encourages personal growth. Pre‑Employment Screening If your application is successful, your personal data may be used for a pre‑employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre‑employment screening may include employment history, education and other information (such as media information) necessary for determining your qualifications and suitability for the position. #J-18808-Ljbffr