Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands - Booking.com, KAYAK, Priceline, Agoda.com, Rentalcars.com, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. During 2019, the Company had consolidated revenues and net income of $15.1 billion and $4.9 billion, respectively, and a current market value of approximately $60 billion.
Booking Holdings Bangalore is a Center of Excellence based in Bangalore, India and was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence 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 through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.
About The Role
We are looking for a Trust & Safety Operations Manager to join our Center of Excellence (CoE) in Bangalore, India. This role will play a key role in establishing and scaling up the Tier 2 Trust & Safety Team in the CoE. It will require working closely with the Senior Trust & Safety Operations Manager and teams based in HQ to ensure that the operations run smoothly, and collaborating with other security and safety teams and business partners across the organization to deliver the best experience for our customers and minimize guest and partner impact. The focus of 2022 will be on servicing Booking.com, with the ambition to serve other brands and functions across the Booking Holdings enterprise in the future.
We are searching for an Operations Manager who has a passion for Trust & Safety and is highly motivated to manage the Trust & Safety Operations and who can challenge the team in their day to day work as well as inspire, stimulate and develop each individual.
The Trust & Safety Team is part of Security, a dynamic, lean team requiring hands-on support in day to day Safety and Security - aspiring 24/7 - Operations. We deal with issues such as
physical and sexual violence, safety hazards and hidden cameras. It is our duty to keep our customers safe and to foster trust in our product and services. We’d like to stimulate positive behavior of our partners and guests, and work together with them to create a great guest and partner experience.
B.responsible
As a Trust & Safety Operations Manager, you are responsible for managing and mitigating tier 2 trust & safety threats. Your role is to enable successful operations by scaling and driving innovation as well as continuous improvement. You will work as a consensus builder, strategic thought partner and executor in collaboration with Trust & Safety Management and the HQ teams. You will be responsible for building and maintaining key cross-functional relationships with other leaders and managers across the business and sister brands.
Operations Management
Monitor and drive improvement of operational efficiency & excellence of the team;
Set operational goals for the teams that align with company priorities
Gain agreement across the business through gathering input, exploring ideas and influencing towards the outcome that adds the most value to the business
Collaborate with engineering and influence the product roadmap
Support analysts to develop and implement effective detection and prevention strategies to mitigate impact while ensuring appropriate balance between customer/partners experience, risk and operational costs
Undertake workload analysis and support the team to prioritize in a practical way based on impact and risk
Act as an advisor to senior management and maintain focus on strategic priorities
Represent Booking.com at industry events and engage with vendors, partners and law enforcement agencies;
Take ownership of cross functional projects.
People management
Help drive culture initiatives that connect, engage, and encourage operational team members
Understand development needs and provide actionable developmental, positive feedback, as well as coaching advice
Enable professional and personal growth through supporting and challenging your team;
Create a safe and open team environment where regular and constructive feedback is encouraged;
Attract, hire, develop and retain talent from around the world, and contribute to business growth through interviewing, on-boarding, or other recruitment efforts;
Be an effective Change Manager, leading the team through periods of change, displaying motivating and encouraging behaviors;
Solve problems and issues within the team;
Build team resilience by focusing on overall team wellbeing.
B.skilled
Bachelor’s Degree / specialized diploma in relevant field (e.g. Trust & Safety, Health & Safety, Criminology, Human Rights, International Relations, Homeland Security, Politics, Physical Security, Crisis Management, Business Resilience);
Strong understanding and domain knowledge of security and safety governance bodies trust & safety / intel / crisis management / physical security / human rights / risk management experience;
At least 5 to 8 years of experience leading and managing an operations team;
Previous experience working in a similar role with exposure to topics such as human rights, sexual assault, physical violence, safety hazards etc.
Strong decision making ability and self-disciplined
Outstanding written and verbal communication skills and ability to effectively advise at all levels of the organization;
High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure
Excellent time management skills and ability to prioritize incoming escalations appropriately
Strong sense of ownership and prioritizes to get the important things done today;
Self-starter, hands-on and able to work independently. Operates with range of autonomy on multiple-complex and cross-functional projects which require continued and progressive response measures through to solution;
Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism;
Strong commercial and business-driven attitude and interest;
No 9-5 mentality, highly responsive, and ability to flex schedule to support customers in various locations and time zones;
Excellent team player who can build connections and collaborate with colleagues to achieve a common goal;
Open to input and feedback from management, stakeholders and team members, and seeks to continuously learn and grow;
Experience working in a fast paced environment;
Ability to work under pressure and adapt quickly to environment changes;
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.