Senior CS Operations Specialist (CS Application Support)

Senior Operations Specialist (CS Application Support)

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 next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Leadership/Team Quote: "Our CS Application Support Operations team plays a critical role in ensuring our frontline teams can deliver seamless, effective support to customers worldwide. We're looking for someone who can act as a catalyst for the team, embracing the core philosophy of being an enabler, not just a doer, to help us build a future-proof defect management ecosystem." - Jaden Birch, Application Support Team Leader

Role Description: As a Senior Operations Specialist, you will be a crucial business partner representing operations for Product & Tech within our CS Service Experience Solutions department. Working closely with team leaders, you will be responsible for the end-to-end execution of our strategy and the delivery of core operational frameworks that transform our goals into scalable reality. You will bridge the gap between operational realities and Engineering/Product teams, proactively leading critical incident responses while optimizing workflows. We are seeking a highly mature, intellectually agile candidate with a strong background in process excellence and technical stakeholder management.

Key Job Responsibilities and Duties:

• Manage and drive the successful completion of medium-to-large process improvement initiatives and projects prioritized according to business needs.
• Maintain advanced subject matter expertise of complex systems (such as Pega) to provide L1 support, proactive troubleshooting, and systemic resolution of technical issues.
• Support Application Specialists through training, coaching, and assisting in complex investigations, shifting focus from baseline task execution to team capability building.
• Proactively lead critical incident responses, act as a single incident lead, and manage high-level stakeholder communications under strict time pressures.
• Optimize the bug management process and own administrative pipelines by building reports, conducting data deep-dives, and leveraging tools to automate weekly/monthly metrics.
• Function as a diplomatic bridge and business partner for Product & Tech, negotiating with engineering leaders and translating operational impact into technical urgency.

Qualifications & Skills:

• Bachelor's degree and 5-8 years of relevant advanced job knowledge, with a proven track record in process excellence, project delivery, and strong stakeholder management.
• Extensive knowledge of enterprise-level CRM, ITSM, or workforce management platforms, coupled with rapid-learning capabilities and systemic thinking to master complex systems.
• Proven ability to mentor, coach, and structurally enable junior team members.
• Strong track record in proactive incident management and experience owning and optimizing administrative pipelines and data reporting.
• Exceptional communication skills to bridge the gap between operations and engineering, with the ability to independently investigate and triage complex issues.
• Experience with MySQL, Snowflake, or comparable platforms (including basic SQL proficiency) and ITIL knowledge within an ITSM environment are advantageous.
• Familiarity with digital platforms connecting independent partners/vendors with consumers and their integrated support systems is highly desirable.

Benefits & Perks: 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

Inclusion at Booking.com: Inclusion has 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 build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• Let’s go places together: How we Hire
• Shortlisted candidates will be invited to present a Business Case during the interview process.
• This role does not come with relocation assistance.

Equal Opportunity Statement: 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.

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