Process Innovation Specialist - Partnerships

As Process Innovation Specialist, you will drive process efficiency for the central Operations team of Partnerships, part of Booking.com’s global Marketing department. With a commercial, product and tech organization, Partnerships is responsible for the relationships with our 40.000+ global partnerships.

The Process Innovation Specialist owns all processes performed by the central Operations team, of which the Partner Support team (responsible for Partner Contracting, Pay Outs, Knowledge Base and support ticket handling at scale) forms a large part. The Specialist establishes and innovates processes to optimize the partner experience, drive operational efficiency and adherence to legal/compliance regulations. 

Years of growth in a rapidly changing environment requires that processes are harmonized, while at the same time are ready for further innovation and change. The Process Innovation Specialist plays an important role and utilizes a range of tools, methods and experiences to ensure the processes are future proof and partner centric. 

B. Responsibilities:

• Build and implement a defined method for data driven process optimization to drive efficiency, commercial growth & partner experience 


• Identify and prioritize process improvement areas, using a range of ideation sources


• Drive process improvement utilizing a pragmatic approach that combines tools like lean six sigma, design thinking, etc.


• Initiate and drive process and technical changes across departments in a diverse stakeholder field such as Operations, Commercial, Product, Tech & Legal 


• Serve as liaison between various Partnerships support functions and operational leaders, translate requirements, process recommendations and strategies


• Document and assess implemented solutions to make sure they meet business objectives


• Work independently with the Operations and Commercial teams & host process innovation workshops 


• Develop, train and coach process innovation capabilities across the Partnerships organization

B. Skilled:

• At least 3 to 5 years of relevant working experiences.


• Excellent project management and process improvement skills with ability to prioritize and multitask


• Experience leading large projects with a diverse stakeholder field


• Effective communication and stakeholder management skills, not afraid to challenge


• Proven and certified lean six sigma experience in a service environment 


• Ability to take ownership, entrepreneurial, pro-active with positive attitude 


• Strong analytical skills, attention to detail


• Ability and wish to continuously learn new concepts, including mastering design thinking and agile in a service environment