Get to Know Our Team
The B2B Commercial Strategy team helps shape the future direction of Booking Holdings Global B2B entity
As an Operations Specialist you will be responsible for processing and coordinating operational requests and projects to support our B2B partners (Managed and/or Self Serve) during the different parts of their partner journey; from sign-up, on-boarding and payouts to optimizing our internal and external partner Knowledge Center.
You will be responsible for driving innovation and quality improvement projects and are expected to be an expert in one or more of the operations area:
Managed partners- contracting, payments, system administration
Self Serve - partner analysis & experience, products, system administration
You are expected to lead by example by showing a positive can-do attitude and role modeling the principle of taking ownership.
Excellent communication and organizational skills are required in this role.
You will be based in Winnipeg Canada reporting to your Team Lead / Manager within the B2B team
What You'll Be Doing:
Support: Handling of operations ticket inbound from our Commercial team and Partners
Projects: Innovate the existing processes by initiating and driving medium sized* projects to improve efficiency, quality and/or Partner experience
Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation
Apply critical thinking and independently drive improvements across the team
Share knowledge and best practices across teams, both centrally and in the regions
Creating and documenting the processes to be followed by the commercial teams and operational teams
Handling of ticket inbound from Partners (Self Serve)
Maintaining high service levels according to set SLA’s
Handles tickets and projects in one or more areas of expertise:
Managed Partners:
Contracting:
Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners
Leading medium sized projects (eg. on process innovation, legal templates and / or optimizing our tools)
Train and support account managers in the processing and coordination of all Contracting requests
Payments:
Coordinate creation of credit slips and payment batches for all Partners
Investigate payment issues and/or commission errors and come up with innovative, scalable solutions
Dispute management
Perform pre-emptive account maintenance to prevent failed payments
Using SQL queries combining tables, perform commission errors or data discrepancy investigations
Train and support account managers and partners on all Financial and Payment requests
Self Serve:
Partner experience:
Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
Analysis of Partner-facing campaigns and surveys
Work collaboratively with Business Performance team to align priorities
Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience
What You'll Bring:
Strong operational mindset required; 3+ relevant experience in Global Operations department preferred
Strong project management skills, with experience leading cross-functional initiatives from planning through execution
Commercially minded and result driven;
High learning ability;
Highly organised, can work to deadlines and manage multiple and competing projects
Clear communicator who can explain complex problems in a simple way to senior stakeholders
Excellent attention to detail
Thrives in a fast-paced and ambiguous environment
High integrity, with an ability to develop deep and lasting internal relationships
Someone who can “Be Brave and Own It”: Independent, proactive and self-motivated
Skilled at managing expectations and securing internal resource
Strong customer service ethos
Drives high standards in…