Content Integrity Workflow Lead

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.

About the team

This opening is for the Content Integrity team within the Marketplace department at Booking.com.

The Content Integrity team plays an important role in safeguarding the integrity of our platform by moderating User Generated Content (from both partners and travelers). Our mission is to ensure that all live content on Booking.com is safe, appropriate, and directly relevant to travel. Furthermore, the team is dedicated to developing and upholding robust content policies that not only reflect our core company values and integrate user feedback, but also strictly adhere to evolving legal frameworks, including the DSA and GDPR. We collaborate closely with legal stakeholders to manage requests from governmental and regulatory bodies, addressing critical issues such as illegal, defamatory, or copyrighted content. Content Integrity also responds to urgent legal escalations to ensure compliance with local and EU laws.

About the Role

As we enhance our compliance with the EU Digital Services Act (DSA) and other regulatory frameworks, we’re looking for a skilled ServiceNow workflow specialist to design and manage automated workflows ensuring our legal obligations are met efficiently and transparently.

In this position, you will be building, optimizing, and maintaining workflows that provide essential support for legal and regulatory requirements within our content moderation processes. You will collaborate closely with the policy manager, legal, compliance, and product teams to seamlessly embed DSA-aligned processes directly within the ServiceNow platform. Your expertise will be crucial in helping us meet our transparency and accountability objectives, ultimately delivering a seamless and compliant user experience.

The Enablement lead will have a strong understanding of ServiceNow platform capabilities and legal/regulatory requirements, enabling seamless automation and process improvements within the content moderation domain.

Key Responsibilities

• Develop and manage ServiceNow workflows supporting content moderation compliance with the Digital Services Act (DSA)

  
  

• Monitor and optimize workflow performance, scalability, and compliance effectiveness.

  
  

• Create clear documentation and training materials for stakeholders and end-users

  
  

• Support audit and reporting activities by ensuring workflows provide robust data trails and compliance evidence.

  
  

• Stay up-to-date on evolving DSA regulations and ServiceNow platform capabilities to proactively improve compliance automation

  
  

• Collaborate with Operations Teams, Engineering Teams, stakeholders and leadership to structurally improve quality, efficiency, moderator wellbeing and service delivery

  
  

• Professionalize the team by contributing to the development of a standard way of working in project management and process improvement, as well as new service integrations

  
  

• Identify user and business needs by utilizing both qualitative and quantitative research methods to improve the existing tools and processes used within Content Integrity

Qualifications

• Bachelor’s Degree

  
  

• 6+ years of relevant experience

… lees de volledige omschrijving bij Booking.com.