Customer Service Manager - Innovation Lab
Booking.com
Customer Service Manager - Innovation Lab
Customer Service Manager position at Booking.com's Innovation Lab in Amsterdam, overseeing daily operations and driving continuous improvement. Requires 8-12 years of experience leading teams in a multilingual, multichannel environment. Hybrid working model.
HybridFull-timeSeniorProject ManagementStakeholder Management
Customer Service Manager - Innovation Lab
Customer Service Manager position at Booking.com's Innovation Lab in Amsterdam, overseeing daily operations and driving continuous improvement. Requires 8-12 years of experience leading teams in a multilingual, multichannel environment. Hybrid working model.
HybridFull-timeSeniorProject Management
Salary
Not specified
Core Qualifications
Technical (Must-have)
Project ManagementStakeholder ManagementAnalytical SkillsCommunicationLeadershipChange ManagementTeam Management
Soft Skills
Solution-oriented mindsetInclusivityAdaptabilityCoachingSelf-development
Key Responsibilities
- Ensure CS regional program targets, deliverables, and regulatory compliance requirements are consistently met.
- Coach, develop, and onboard Team Leads to drive quality and productivity results.
- Act as a voice for continuous improvement, identifying functional opportunities and sharing best practices.
- Build constructive relationships with key stakeholders including CS Support Functions.
- Guide teams through operational changes by displaying Booking.com values and leadership behaviors.
- Foster a safe, open, and inclusive environment focused on feedback, performance coaching, and colleague recognition.
Customer Service ManagerInnovation LabBooking.comAmsterdamHybridFull-timeProject ManagementStakeholder Management