Product Manager - AI Trip Support Platform

Job description

About Us: At Booking.com, data drives our decisions. Technology is at our core and innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the following 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 can empower everyone to experience the world.

Role Description:

This role is based in Manchester and requires to be in the office at least 2 days a week. No remote work can be accommodated.

The AI Trip Support team’s mission is to provide a better contextual help experience to travellers with relevant informational answers and recommended actions to resolve the customer’s trip management problem. The team will achieve this by enabling a GenAI powered frontline support via a conversation UI, further increasing self-service, customer satisfaction and reducing CS inbound volumes. This is a team currently being staffed from the ground up in order to accelerate the delivery of AI Frontline support by having two teams working on it in tandem with the Amsterdam-based team, so you’ll have the opportunity to be a founding team member.

This team is part of the Trip Management & Order track, whose mission is to turn bookings into seamless trip experiences. We do this by enabling travelers to manage their trip, get help when needed as well as confirming their booking details & status. We are responsible for delivering Wave 3 - Trip Management of our company priority Deepen Traveler Connections.

Core role of the PM is to drive the adoption of AI Trip Support from only Accommodations vertical to other verticals of Booking.com - Attractions, Cars, Flights, Rides. This would involve building a governance model, multi-vertical platform, multi-intent agentic workflows, data architecture layer to drive the Trip centricity in our conversational AI. This is directly related to the Trip Helpfulness aspect of the Connected Trip.

Key Job Responsibilities and Duties:

• Owns and sets the vision for their product/feature, informed by data, user research and overarching vision of their product area

• Lays out a 1y strategy to achieve the vision, as part of their Department's strategy and is able to align all their key stakeholders inc. their team on this strategy

• Define and monitor critical success metrics for your products and create solid hypothesis for experimentation

• Identifies risks and dependencies early on and create plans for mitigations

• Analyses and distills customer feedback from a variety of sources into actionable hypotheses, uncover unmet needs, validates or invalidates new concepts or improves existing products

• Able to illustrate overall customer behaviour by blending multiple sources of product insights (such as surveys, field research, analytics, operations feedback etc)

• Empower and collaborate with your cross-functional team to unlock their full potential and maximize their impact.

• Collaborate and align with your engineering counterpart on the technical roadmap.

• Prioritize the team backlog to better address the needs of your users and the business.

• Liaise with stakeholders across the organization and manage their expectations to ensure good performance of our products.

Role Qualifications and Requirements

• A minimum of 3 years of experience in a Product Manager role in a product or e-commerce environment

• Strong prior experience in building technical platform products or API integrations

• Foundational knowledge of A/B testing and other experimentation is preferred 

• Experience in building GenAI powered products preferred 

• Ability to communicate effectively with stakeholders (Engineers, Designers, UX Writers, Research, Data analytics).

• Team player with a bottom-up ideation process. Ability to see the big picture, without losing sight of the product details.

• An analytical orientation and strong problem-solving skills demonstrated by the ability to structure issues and analyze alternative solutions.

• Proven experience understanding and formulating meaningful business metrics.

Benefits & Perks: Global Impact, Personal Relevance

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

DEI: Diversity, Equity and Inclusion at Booking.com

Diversity, Equity and Inclusion (DEI) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone.”

We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the interview process. Please contact us to request adjustments.

Application Process

• The interview process will entail a call with one of our Recruiters and a total of 3 interviews, all conducted via Zoom video conferencing.

• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

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) that may be necessary for determining your qualifications and suitability for the position.