Service Delivery Manager - Flights Customer Service

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:

"Join us at the forefront of our Flights service evolution, where your strategic vision will directly shape how we deliver exceptional travel experiences globally. This is a unique opportunity to build operational frameworks from the ground up, influence key external partnerships, and drive impactful, measurable decisions at scale."

Role Description:

As the Service Delivery Manager - Flights Customer Service, you will own the operational strategy for how key elements of our Flights service model are built, governed, and evolved. Working closely alongside CS Architecture, Product Management, Commercial, and external partners, you will translate our operating model into a scalable, measurable service operation. In this strategic, cross-functional role, you will bypass daily agent management to instead design processes, oversee vendor performance, and define the quality standards that shape the future of our global flights operations.

Key Job Responsibilities and Duties:

• Own the governance model and performance strategy for external vendors, including SLAs, performance thresholds, and escalation frameworks adapted to Flights' specific risk and complexity.

• Lead governance forums and act as the strategic interface for partners on flow distribution, capacity incidents, and service quality.

• Design, evolve, and govern service delivery processes, including case management, escalation, and resolution frameworks.

• Build forecasting methodologies and scalable capacity sizing models, translating operational data into business cases for senior stakeholder investment decisions.

• Define and own the end-to-end quality control framework and knowledge management strategy, driving tool adoption across vendors.

• Develop comprehensive reporting frameworks and metric definitions that become the trusted source for operational performance.

Qualifications & Skills:

• 5-8 years of progressive experience in customer service operations, operational excellence, or service management, demonstrating cross-functional delivery leadership.

• Strong knowledge and experience within the airline industry, ideally paired with a desire toward customer service or operational roles.

• Proven expertise in vendor management within a customer service or BPO environment, including navigating commercial relationships and influencing senior vendor behavior.

• Expert-level analytical capabilities with the ability to navigate complex, unstructured data sources to identify opportunities and guide analytical approaches.

• Excellent stakeholder management and communication skills, with meticulous documentation standards and the ability to present strategic recommendations to senior leadership.

• Comfortable defining paths forward in ambiguity; Lean Six Sigma Black Belt or equivalent continuous improvement certification is preferred.

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: 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

• 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.