About the Accommodations Business Unit



Booking.com's Accommodations Business Unit (ABU) is responsible for the end-to-end performance of our accommodations vertical, driving growth by developing, building, and operating products and services for travelers and accommodation partners worldwide. ABU brings together Product, Tech & Data, Local Partner Services, and Commercial Growth & Operations (CoGO) to deliver a seamless experience across the full customer and partner journey, from search and booking to stay and post-trip.



Within ABU, CoGO (Commercial Growth & Operations) is the central "commercial engine & cockpit" for the business, operating under the vision of "Run the business; Deliver the growth." CoGO defines and steers ABU's commercial strategy across all partner and traveler segments, acting as the bridge between relevant stakeholder teams to ensure coherent, data-driven growth plans and consistent execution across drivers & regions. Organized into specialized teams, CoGO combines strategic steering with operational execution to drive sustainable, segment-specific growth at global scale.




About the Role



Reporting into the VP Commercial Growth & Operations, the Director of Commercial Operations, you will lead a cross-functional organization of 70+ FTEs dedicated to the success and operational excellence of the partner facing teams & partners globally.



You will oversee the end-to-end operations lifecycle - from internal operating models and CRM transformation to global inbound support and centralized operations.



Your mission is to modernize our operations ecosystem, inclusive of leading a multi-year transition to Salesforce while ensuring our 1,500+ global colleagues working with partners daily have the tools, knowledge, and processes to drive world-class partner relationships through AI acceleration.



Within this role, you are responsible for 3 key domains;




1. Development & Enablement of Local Partner Services (LPS) operating model . We have 1500+ colleagues globally that manage the relationships with our top partners. The Development team manages the core Processes, CRM, ways of working, & learning; whilst the Enablement team is responsible for Change Mgt, Comms & Knowledge mgt. These teams currently manage a transformational program focused on LPS way of operating for the next 3+ years, inclusive of a move from internal to outsourced tooling such as Salesforce.




2. Partner inbound experience . That team leads how we serve Partners across Partner facing departments, including services differentiation, continuous improvement on inbound performance & management specifically for the LPS channel.




3. Global Operations , This team directly supports operational support for our top Partners, across the globe, e.g. bulk tooling & activities, as well as centrally led operational activities such as partner contracting, tooling support etc.



This is a unique opportunity to steer a massive organizational shift. You aren't just managing a team; you are rebuilding the engine that powers our global partner relationships for the next decade.




Key Responsibilities




1. Strategic Transformation & Account Management Development

• Set and lead the Operational Excellence strategy across Process & Systems, Reporting and Performance.


• Direct the 3+ year transformation program focused on the LPS operating model, specifically overseeing the transition from legacy internal tools to Salesforce.




• Develop a multi-year roadmap and annual objectives that maximize the performance and impact of the 1,500+ global colleagues using these systems.




• Partner with Product and Tech teams to embed LPS processes into CRM workflows (Salesforce).


• Own, develop and operationalize KPI frameworks and incentive schemes that align LPS teams with business priorities.


• Ensure Commercial Learning frameworks are in place that enable Partner Facing teams in their day to day, this function is also supportive to Central ABU commercial teams.


• Ensure robust reporting is in place for all layers of leadership, providing a 360° view of productivity, partner satisfaction, and performance.

2. Global Enablement & Change Leadership

• Lead the Enablement team responsible for Change Management, Communications, and Knowledge Management to ensure high adoption of new "Ways of Working" for our Partner facing teams,whilst enabling Management & central ABU teams with methodologies to deliver against these changes,


• Proactively drive a strategic approach to change, ensuring the global & regional organization understands the "why" and "how" behind large-scale tooling and process shifts.

3. Partner Inbound Experience & Performance

• Lead the strategy for how we serve Partners across all partner-facing departments: CS, Finance & LPS. Define service differentiation models.


• Drive continuous improvement on inbound performance (SLAs, resolution quality) specifically for the LPS channel.


• Ensure inbound demand is routed to the right channel with high-quality service and fast resolution time.

4. Centralized Global Operations

• Manage the team providing direct operational support for top Partners, including bulk tooling, partner contracting, and centralized technical support.


• Define annual FTE and capability needs to ensure global business objectives are met, working closely with Finance and People teams.


• Identify and automate repetitive operational tasks to allow regional teams to focus on relationship management and portfolio growth.

6. Cross-Functional & Regional Leadership

• Serve as the primary bridge between Regional Directors and Global functions, ensuring feedback loops from the field reach the central strategy.


• Partner with the Director Commercial Regulatory Compliance and the Senior Director of Revenue Management to ensure all processes, incentives, and bonus frameworks remain compliant with local regulations.


• Work with various Business Units, such as CS and Finance to remove operational friction and drive sustainable improvements & drive experience excellence,


• Lastly, as a member of the Commercial Growth & Operations Leadership Team, support the seamless delivery of that organisation's overall objectives; and contribute to the longer-term commercial growth strategy definition and execution.

Key Skills




Requirements of special knowledge/skills

• Experience: 12+ years in Commercial Operations, Sales Ops, or Operational Excellence within large, complex organizations.


• Leadership: Proven track record of managing large, geographically diverse teams (70+ FTE).


• Transformation Expert: Demonstrated experience leading large-scale CRM migrations (Salesforce) and multi-year organizational change programs.


• Operational Excellence: Deep expertise in Business Process Management (BPM), Knowledge Management, and Performance/Reward frameworks.


• Strategic Influence: Ability to manage complex stakeholder landscapes and influence executive-level decision-making.


• Analytical Rigor: Ability to interpret complex data to make strategic recommendations and drive "first-time-right" resolution strategies.


• Industry: Exposure to online travel, technology, or e-commerce is highly preferred.

Leadership & Impact

• Team Leadership: Directly manage and mentor 4 (Senior) Managers, providing career development and strategic direction for a total organization of 70+ & indirectly the LPS teams.


• Stakeholder Management: Act as a key advisor to executive leadership on the health and efficiency of our partner-facing operations, including the enablement of regional leadership & key stakeholders such as CS & Finance leadership.
  Transformation Lead: Serve as the primary architect for the 3+ year LPS transformation roadmap.

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.