4 weeks ago

Director Commercial Operations

Booking.com

Amsterdam

4 weeks ago

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Booking.com's Accommodations Business Unit seeks a Director of Commercial Operations to lead a cross-functional organization of 70+ FTEs. This role oversees the operational excellence of partner-facing teams globally, including a multi-year transformation to Salesforce and modernization of the operations ecosystem. The position requires strategic leadership in operational model development, change management, and performance optimization.

HybridFull-timeDirectorSalesforceCRM

Director Commercial Operations

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HybridFull-timeDirectorSalesforce

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

Hybrid

Employment Type

Full-time

Experience Level

Director

Core Qualifications

Technical (Must-have)

SalesforceCRM

Soft Skills

leadershipstrategic thinkingchange managementcommunicationcross-functional collaborationoperational excellenceanalytical thinkingstakeholder management

Tools (Must-have)

Salesforce

Key Responsibilities

•Set and lead the Operational Excellence strategy across Process & Systems, Reporting and Performance.
•Direct the 3+ year transformation program focused on the LPS operating model, specifically overseeing the transition from legacy internal tools to Salesforce.
•Partner with Product and Tech teams to embed LPS processes into CRM workflows (Salesforce).
•Own, develop and operationalize KPI frameworks and incentive schemes that align LPS teams with business priorities.
•Ensure Commercial Learning frameworks are in place that enable Partner Facing teams.
•Ensure robust reporting is in place for all layers of leadership.
•Lead the Enablement team responsible for Change Management, Communications, and Knowledge Management.
•Lead the strategy for how we serve Partners across all partner-facing departments.
•Drive continuous improvement on inbound performance (SLAs, resolution quality) for the LPS channel.
•Manage the team providing direct operational support for top Partners.
•Define annual FTE and capability needs to ensure global business objectives are met.
•Identify and automate repetitive operational tasks.
•Serve as the primary bridge between Regional Directors and Global functions.
•Partner with Director Commercial Regulatory Compliance and Senior Director of Revenue Management.
•Work with various Business Units to remove operational friction.
•Support the seamless delivery of Commercial Growth & Operations objectives.

DirectorCommercial OperationsSalesforceCRMOperational ExcellenceChange ManagementPartner ManagementGlobal OperationsBusiness DevelopmentSales

Key Responsibilities

•Set and lead the Operational Excellence strategy across Process & Systems, Reporting and Performance.

•Direct the 3+ year transformation program focused on the LPS operating model, specifically overseeing the transition from legacy internal tools to Salesforce.

•Partner with Product and Tech teams to embed LPS processes into CRM workflows (Salesforce).

•Own, develop and operationalize KPI frameworks and incentive schemes that align LPS teams with business priorities.

•Ensure Commercial Learning frameworks are in place that enable Partner Facing teams.

•Ensure robust reporting is in place for all layers of leadership.

•Lead the Enablement team responsible for Change Management, Communications, and Knowledge Management.

•Lead the strategy for how we serve Partners across all partner-facing departments.

•Drive continuous improvement on inbound performance (SLAs, resolution quality) for the LPS channel.

•Manage the team providing direct operational support for top Partners.

•Define annual FTE and capability needs to ensure global business objectives are met.

•Identify and automate repetitive operational tasks.

•Serve as the primary bridge between Regional Directors and Global functions.

•Partner with Director Commercial Regulatory Compliance and Senior Director of Revenue Management.

•Work with various Business Units to remove operational friction.

•Support the seamless delivery of Commercial Growth & Operations objectives.