Manager Trust & Safety

About Us

Booking Holdings is the world’s leading provider of online travel & related services with consumers and local partners in over 220 countries. We deliver our services through six primary brands: Booking.com, KAYAK, priceline.com, agoda.com, Rentalcars.com, and OpenTable. Our mission is making it easier for everyone to experience the world.

We believe that the passion and talent of our employees is our strength - it is what drives us towards outstanding performance. We offer a dynamic, motivating and ever changing work environment. A culture that is open, innovative and performance orientated. Our scale and scope, commitment to people and high standards of integrity make Booking.com a great place to work.

Booking Holdings Bangalore is a Center of Excellence (CoE) based in Bangalore, India and was created to support the increasing business demands of the Booking Holdings Brands. The CoE provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of our Brands.

As part of our Booking Holdings Bangalore team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world.

About The Role

We are seeking an experienced Trust & Safety Operations Manager to join our CoE in Bangalore, India. The Trust & Safety team is part of Security, Safety & Fraud, a dynamic, lean unit providing hands-on support for day-to-day safety and security, operating with the ambition to deliver 24/7 coverage.

In Trust & Safety, we address critical issues such as physical and sexual violence, safety hazards, and privacy violations like hidden cameras. Our mission is to keep our customers safe, build trust in our products and services, and promote positive behavior among partners and guests to create a great experience. Currently, the primary focus is on supporting Booking.com, with plans to extend support to other brands and functions within the Booking Holdings enterprise in the future.

We are looking for a passionate Operations Manager who is motivated to lead Trust & Safety operations, challenge the team’s day-to-day work, and inspire, stimulate, and develop each individual.

As a Trust & Safety Operations Manager, you will lead two teams, focused on mitigating trust and safety risks. You will be responsible for executing the operations strategy defined by senior leadership at Booking.com. Your role is to drive successful operations, foster innovation, and promote continuous improvement. Acting as a consensus builder, you will collaborate closely with Trust & Safety management, leadership, and HQ teams. Additionally, you will build and maintain strong cross-functional relationships with leaders and managers throughout the organization.

B.responsible

Operations Management

Lead and manage two teams responsible for mitigating Trust & Safety threats;
Execute the operations strategy as defined by senior leadership at Booking.com;
Lead teams to consistently achieve their targets and contribute to business goals;
Monitor and drive improvement of operational efficiency & excellence of the team;
Set clear, aligned operational goals that support company priorities;
Proactively identify and remove blockers with a solution-focused mindset.
Gather input, explore ideas, and influence stakeholders to deliver high-value outcomes;
Conduct workload analysis to help prioritize tasks based on impact and risk;
Act as an advisor to senior management and maintain focus on strategic priorities;
Take ownership of cross-functional projects supporting Trust & Safety goals.


People management

Foster a culture that connects, engages, and motivates team members;
Identify development needs and provide actionable, positive feedback and coaching;
Support and challenge direct reports and the teams to enable personal and professional growth;
Cultivate a safe and open environment where regular, constructive feedback is encouraged;
Lead talent acquisition, onboarding, and retention efforts to build a strong global team;
Guide the team through periods of change with motivating leadership;
Resolve conflicts and issues within the team promptly and effectively;
Promote team resilience by focusing on overall wellbeing.


B.skilled

Bachelor’s degree or specialized diploma in a relevant field (e.g. Trust & Safety, Health & Safety, Criminology, Human Rights, International Relations, Homeland Security, Politics, Physical Security, Crisis Management, Business Resilience);
Strong domain knowledge of security and safety governance, including trust & safety, intelligence, crisis management, physical security, human rights, and risk management;
to 8+ years of experience leading and managing operations teams, including managing team leads;
Experience in a similar role handling sensitive issues such as human rights, sexual assault, physical violence, and safety hazards;
Experience working in fast-paced environments and performing well under pressure;
Strong decision-making skills with self-discipline and a proactive mindset;
Excellent written and verbal communication skills, able to advise stakeholders at all levels;
High psychological resilience working with sensitive, distressing matters and ability to perform under pressure;
Excellent time management and prioritization skills;
Strong sense of ownership and urgency to get important work done efficiently;
Self-starter, hands-on, able to work independently across complex, cross-functional projects;
Highly trustworthy, managing confidential and sensitive information with discretion and professionalism;
Commercially minded with a business-driven attitude;
Flexible schedule with no strict 9-to-5 mentality, responsive across time zones to support global customers;
Excellent team player with strong collaboration skills;
Open to feedback and committed to continuous learning and improvement;
Crisis management experience is a plus;
Knowledge of the travel industry is a plus.


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.
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