Group PM, Traveler Experience & AI-Driven Service

Booking Holdings, Inc.; Amsterdam; Hybrid; EUR 90,000 - 135,000; Full time

Benefits offered by this job

Hybrid working

Work from abroad up to 20 days/year

Product discounts

Job summary

Booking.com is seeking a Group Product Manager for Traveler Experience to lead a shift to preventive, AI-enabled resolution across Connected Trip. You will shape end-to-end strategy with SPD, coordinating product, AI, workflow automation, and human care at scale.

You will guide a team of PMs, drive cross-functional alignment, and deliver differentiated, high-value traveler experiences while balancing delivery with long-term platform health.

Qualifications

• Typically 8–12 years of relevant experience in product management, portfolio ownership, and developing PMs.
• Experience in high-volume, operationally complex, or regulated environments such as Customer Service or travel.
• Proven experience with service transformation, self-service platforms, CRM/case management (e.g., Pega).
• Demonstrated success in improving customer journeys and omnichannel workflows at scale.
• Excellent analytical skills with metrics, experiments, and trade-off management.
• Strong leadership, stakeholder management, and communication across matrix teams.

Responsibilities

• Set Portfolio Strategy & Outcomes: translate goals into roadmaps and clear trade-offs across traveler value, loyalty, and cost to serve.
• Transform End-to-End Traveler Journeys: tackle root causes of friction across core resolution paths.
• Build AI-Enabled & Preventive Service: evolve self-service, workflow automation, AI agents, and explainable AI handovers to humans.
• Scale Differentiated Services: develop personalized routing for high-value travelers and urgent moments.
• Lead Portfolio Delivery & Health: oversee delivery flow, vendor integration, and platform health.
• Lead and Develop Product Talent: coach and mentor PMs within the value stream.

Skills

Product leadership

Domain expertise

AI & automation

Journey transformation

Data & prioritization

Cross-functional influence

Tools

Pega

Job description

Booking.com is seeking a Group Product Manager for Traveler Experience to lead a shift to preventive, AI-enabled resolution across Connected Trip. You will shape end-to-end strategy with SPD, coordinating product, AI, workflow automation, and human care at scale.

You will guide a team of PMs, drive cross-functional alignment, and deliver differentiated, high-value traveler experiences while balancing delivery with long-term platform health.