Snr Product Owner, Post Booking and Contact Centre Tools
We are look for a talented Senior Product Owner to help us with our continued growth. As a Senior Product Owner you will lead a group of product teams across the post booking area of our website covering transparency, amendments, cancellation and Contact Centre tools and systems. This is a fantastic opportunity to join a high growth, global internet business and a fast maturing product organisation. Come and join us and have a huge impact!
We’re BookingGo, the ground transport division of Booking.com.
We’re the ones who empower people to get where they’re going. Whether they’re taking the wheel or sitting back and leaving it to the driver. Whether they’re heading straight from A to B or enjoying the freedom to go wherever their journey takes them.
To do that, we operate multiple brands:
Booking.com – We’re the transport arm of the world’s leading travel booking site.
Rentalcars.com – The world’s biggest online car rental service, putting customers behind the wheel at over 50,000 locations worldwide.
Rideways – Finding the best way for each customer to get from A to B.
Connect – Bringing our tried-and-tested magic to our partners’ sites, delivering seamless travel experiences through brands our customers already know and love.
With our HQ in Manchester, we’re part of the worldwide Booking.com family. At the same time, we’re proud of our own unique identity. Speaking 42 languages, our 1,600+ staff come from all over the world, just like our customers. What brings us together is our love of adventure: our own as well as other people’s. It’s easy to be passionate about a job that enriches so many lives on a daily basis, and our workplace reflects our passion, our diversity, our global focus. Just search “Manchester’s coolest office” and see for yourself.
And we’re in good company. Together with priceline.com, KAYAK, agoda.com, and OpenTable, we’re part of Booking Holdings, the world leader in online travel and related services.
About the role
We are looking for a highly motivated Senior Product Owner who thrives in a fast paced, collaborative environment and lives to delight the customer. You will be responsible for delivering product excellence and innovation across multiple product teams:
Transparency – our customers are able to make the right decisions because we provide all the information they need, it’s easy to access and understand and is presented imaginatively holding the interest of a huge and diverse audience
Amend and Cancel – our customers have great tools to allow them to self-serve online, making changes and managing reservations is not a chore it’s simple, intuitive and quick.
Contact Centre Tooling – our diverse, dedicated contact centre colleagues have state of the art tools making it easy for them to help and delight our customers at all stages of their journey with Rentalcars.com
Customers are increasingly demanding and any business that wants to lead in its space needs to ensure their experiences are smooth and fun, Rentalcars.com sees the continued success and growth of this area as crucial to its long term aspirations.
You will report directly into the Chief Product Officer and work closely with the Contact Centre Director (members of the board). As part of a fast growing tech company, high performers can expect extensive opportunities for progression and development.
Key responsibilities
To successfully deliver change in a fast paced working environment you will need to:
Develop a deep understanding of the current and future customer needs across all areas of the business – and how those needs interact with your product portfolio
Work with the Chief Product Office and other senior stakeholders to define the overall strategy and direction for your product portfolio
Build, lead and coach a team of Product Owners
Work with senior architects, heads of development, delivery and operations to design and deliver products and services to delight our customers
Be accountable for the end-to-end delivery of products within your portfolio
Work with product teams, coaches and engineering to drive continuous efficiency improvements
Communicate with key stakeholders to keep them up to date and bought into the product development process
You must:
Have a Service orientated background, ideally you will have owned products in the self – serve customer service space online and have an understanding of contact centre operations
Be a true customer obsessive
Have 5+ years’ experience as a product owner or senior product owner, ideally in an ecommerce or travel related field
Have a proven track record of delivering successful, user-oriented products
Be able to define and communicate product vision or strategy to others
Be commercially aware and have a strategic mind, able to identify business opportunities and deliver against them
Have great organisational skills, able to manage and deliver multiple products and projects simultaneously
Be highly analytical and methodical approach to problem solving
Have excellent communication skills and be able to communicate with the business at all levels
Understand what an exceptional user experience entails and how to deliver it whilst balancing against other competing priorities
Be a highly motivated self-starter with a flexible, can-do attitude
Have experience of driving product development through all phases of the product lifecycle