Content Integrity Associate - Manila

About Us:

At Booking.com, we make it easier for everyone to experience the world. Our platform connects millions of travellers with incredible places to stay and things to do, supported by teams who care deeply about safety, trust, and quality at every step of the journey.

The Content Integrity team is responsible for reviewing User Generated Content (from customers: partners and travelers) that is submitted to our platform, in order to guarantee safe, appropriate and travel related content is live on Booking.com. Content Integrity is also responsible for developing and maintaining content policies that reflect company values, integrate user feedback, and align with legal frameworks such as the DSA and GDPR. The team collaborates with legal stakeholders to manage requests from government and regulatory bodies, addressing issues like illegal, defamatory, or copyrighted content. Content Integrity also responds to urgent legal escalations to ensure compliance with local and EU laws.

Role Overview

A Content Integrity Associate plays a crucial role in maintaining the integrity and effectiveness of our escalation processes. This position involves close collaboration with colleagues to develop and implement user-friendly escalation workflows for internal stakeholders (Partner Services, Customer Service, Legal), partners and travelers.

A key responsibility of this role is to support processes and escalation workflows designed to comply with legal regulations like GDPR and the Digital Services Act (DSA), as well as various local laws. The Associate will handle both internal and external escalations, requiring specialized expertise in legal interpretation, ethical considerations, and nuanced contextual analysis to ensure fair and compliant resolutions.

Key Responsibilities

• Execute strategy for escalation process and workflows, following best practice; handle escalations according to internal Moderation policies
• Support the team by identifying process inefficiencies and proposing innovative solutions to improve escalation workflows and user satisfaction
• Consistently demonstrates top-tier performance, with a strong track record of quality, ownership, and initiative in a fast-paced environment
• Support the strategic leads when working with cross-functional teams to align content policies with broader business objectives and operational strategies
• Suggest solutions in situations that could harm the safety and integrity of our products and brand
• Improve efficiency and user-friendliness for escalation paths
• Ensure that existing and new quality processes, methodologies, and guidelines are followed and understood by the team. Monitor quality of moderation services and policies discovered through escalation handling and take corrective action to resolve
• Resolve policy escalations from stakeholders and communicate escalation decisions
• Contribute to and update policy framework training materials
• Support continuous improvement initiatives for tools and processes through collaboration and feedback
• Support our efforts for continuous ML improvement by annotating/generating training data for ML purposes

Role Qualifications

Required

• Bachelor’s degree or equivalent professional experience.

• >2 years of experience in content moderation, trust & safety, risk operations, compliance, or customer service in a digital/online environment is an advantage.

• Strong analytical and critical thinking skills, with the ability to interpret and apply policies to nuanced, real-world scenarios.

• Excellent written and verbal communication skills in English.

• High attention to detail and accuracy, with the ability to handle repetitive tasks while maintaining quality.

• Comfortable working with multiple systems and tools, and able to learn new platforms quickly. Proficiency in G-suite tools, experience working with Tableau or equivalent, ticketing tools

• Ability to work in a fast-paced, target-driven environment and adapt to changing priorities, policies, and processes.

• Willingness to work with potentially sensitive or disturbing content, with appropriate support and safeguards provided.

• Eligibility to work in the Philippines.

Preferred

• Additional language skills relevant to our customers and partners (e.g. Asian or European languages) - ideally Mandarin-speaking and writing on a business level (with proven certification)

• Experience in an online marketplace, travel, e-commerce, or tech environment.

• Exposure to data-driven operations, case management tools, or workflow management systems.

Competencies

• Customer Focus – Keeps the customer and partner experience at the center of decision-making while ensuring platform safety.

• Judgment & Decision-Making – Makes sound, well-documented decisions based on guidelines and evidence.

• Ownership – Takes responsibility for quality, productivity, and follow-through on assigned work.

• Collaboration – Works effectively with colleagues across functions and locations.

• Resilience – Maintains performance and professionalism when dealing with challenging content and time pressure.

• Adaptability – Quickly adjusts to new information, tools, and processes.

Additional Information

• This role is based in Manila and may require shift work, including evenings, weekends, and public holidays, depending on business needs and global coverage requirements.

• Booking.com provides training, tooling, and wellbeing resources to support colleagues working with sensitive content.

• We support a hybrid working model where applicable, combining office and home-based work in line with local policies.

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 

Inclusion at Booking.com: 

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. 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.”

Read all about Inclusion and the Employee Resource Groups (ERGs) at Booking.com here 

Application Process: 

• Let’s go places together: How we Hire

• 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.