Senior Customer Service Operations Specialist

Booking.com is looking for a senior contractor to shape the Customer Service operating model for Flights. Depending on the strategic priority at the time of engagement, this may involve assessing and optimising an existing operating model, designing new operational architecture from the ground up, or a combination of both.

In either scenario, you will be expected to rapidly understand the landscape, form a credible point of view, and deliver practical outputs - from strategic operating-model recommendations through to detailed service workflows and agent protocols. The common thread is that you are the senior operational anchor: the person who translates complex, multi-party airline CS dynamics into clear designs, recommendations, and executable blueprints that leadership can act on.

This is a highly autonomous individual contributor role. You will operate with limited direction in a fluid environment where the scope may sharpen as you ramp. The expectation is that you can work at both altitudes - "what should our model look like?" and "how does an agent handle this scenario end-to-end?" - and move between them as the engagement requires.

Adaptability to business priorities: This role requires someone who can pivot seamlessly between optimising an existing operating model and designing one from scratch. The business need may evolve during the engagement, and the expectation is that you can shift between both modes - diagnostic and generative - without a change in quality, pace, or autonomy.

What You Will Do

Operating Model Strategy & Design

• Define or reshape the Flights CS operating model - whether that means evaluating an existing setup or designing from scratch - with a clear view of how responsibilities, decision rights, governance, and performance ownership should be structured

  
  

• Identify where the current or proposed model creates inefficiency, duplication, weak ownership, poor customer outcomes, or avoidable cost

  
  

• Develop a target-state operating model with improvement options across a range of scales - from near-term process fixes to structural redesign - with clear articulation of cost, effort, and expected impact

  
  

• Where a model already exists, assess SLA performance, cost drivers, and accountability gaps; where one is being built, define what performance targets and cost parameters should be from the outset

Service Design & Process Architecture

• Design and document detailed operational flows for core flight customer touchpoints - including schedule changes, cancellations, refunds, disruptions, and ancillary issues

  
  

• Map clear operational boundaries and handoffs between customers, internal agents, technology platforms, and external parties (airlines, partners)

  
  

• Define operational protocols, agent workflows, escalation frameworks, and SOPs - either refining what exists or creating from scratch

  
  

• Translate operational needs into requirements for Product and Engineering - acting as the voice of operations in tooling, CRM, and automation decisions

Financial & Operational Risk

… lees de volledige omschrijving bij Booking.com.