The posting
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!
Department & Team Overview
This role is part of the Digital Partner Ecosystem (DPE), which helps accommodation partners get more value from Booking.com through connected, intuitive, and scalable digital experiences. DPE combines partner-facing platforms, content, product marketing, commercial advice, education, and self-service support to make it easier for partners to understand, adopt, and use our products and services throughout their partnership lifecycle.
By reducing friction and providing clear, relevant, and personalised guidance at the right moment, DPE enables partners to manage their business more effectively, grow their performance, and ultimately contribute to Booking.com’s top-line results. The department develops and delivers digital strategies across content marketing, product marketing, go-to-market, platform experience, and AI-enabled solutions - creating consistent, measurable, and increasingly self-service ways for partners to engage with us.
Our target audience is all accommodation partners globally who are currently partnered with, or in the process of partnering with, Booking.com. DPE teams support partners across every stage of their journey, making it easier to discover opportunities, understand our products, complete key tasks, find answers, and take action through our digital platforms and channels.
The Lead GenAI Conversational Interfaces drives the continuous improvement and optimization of a defined scope within the Digital Partner Ecosystem's conversational AI product portfolio (currently covering search experiences, agents as well as the underlying RAG infrastructure).
This role owns the performance, quality, and evolution of partner-facing conversational interfaces through content and related infrastructure enhancements - including knowledge architecture optimization, skills and evaluation framework management, and information retrieval systems.
Grounded in partner feedback and conversation data analysis, they deliver measurable improvements in partner self-service adoption, answer quality, and support efficiency while maintaining compliance with content governance and safety standards.
Operating within a collaborative framework, this role partners closely with fellow leads across distinct areas of the GenAI portfolio, Partner Support, Partner Hub backend and infrastructure, UX, as well as engineering, machine learning, data science, content, and legal/compliance teams. Clear scope definition and cross-functional alignment ensure efficient collaboration and avoid duplication across the GenAI product portfolio.
Key Job Responsibilities and Duties
Ownership: Scope
Drive the impact of partner-facing conversational AI on the Hub (Smart Search, Support Agent) through content and related infrastructure enhancements — including knowledge architecture optimization, skills and evaluation framework management, and information retrieval improvements. Focus on channel performance, partner experience quality, and content governance — aligned with department priorities and the innovations roadmap.
Ownership: Performance / Impact
Track and improve conversational AI KPIs — answer quality, task completion, self-service adoption, contact reduction, and partner satisfaction — identifying tactics/opportunities by diving into partner conversations, feedback, and operational data.
Use human-in-the-loop evaluation and in-product measurement to identify recurring issues, own the continuous feedback-to-improvement loop, and discover insights and opportunities for quality and operational health; not relying solely on automated judge scores.
Backlog Management
Own and prioritise the conversational AI channel backlog — including quality improvements, content guidelines work, measurement implementation, and partner experience enhancements — based on partner needs, business impact, technical feasibility, and compliance requirements. Align across the team on priorities across shared resources.
Partner Impact & Feedback Loop Monitor live sessions and partner feedback for recurring pain points or quality gaps; resolve directly within own scope, and pass signals with innovation or roadmap implications to cross-functional leads and other key stakeholders.
Voice of the Partner
Represent the partner perspective decisions — incorporating partner feedback, session data, and content quality signals into solution design, and advocating for experiences with customer centricity.
Vendor / Budget Management
Coordinate and challenge internal and external contributors across product, engineering, data science, content, and vendor teams with clear requirements, priorities, and quality expectations.
Role Qualifications and Requirements
- Proven experience (4+ years) in Product Operations, Product Management, or Technical Program Management, with proven focus on driving continuous improvement and performance optimization of Conversational AI products in production.
- AI Operations & Continuous Improvement - Proven track record of running the day-to-day operations of a live AI/conversational product, driving continuous quality and content improvements based on real usage and partner feedback.
- Content & Prompt Execution - Hands-on experience writing and iterating on prompts, dialogue flows, and AI-served content at scale; understands how content and prompt changes affect AI output and can execute improvements directly, not just define standards for others.
- Business Acumen - Frames day-to-day work in terms of answer quality, self-service rates, and contact reduction; connects fixes and improvements to DPE commercial metrics and CS outcomes.
- Data-Driven Evaluation — Comfortable designing and interpreting AI quality evaluations, including human-in-the-loop frameworks, session analysis, and in-product measurement — not reliant solely on automated judge scores.
- Content & Conversational Governance — Understands how content quality and guidelines affect AI output; experience working with content teams to define and maintain standards for AI-served or AI-generated content at scale.
- Stakeholder Communication — Bridges technical and non-technical audiences; experienced in positioning AI work internally and translating complex technical concepts into clear business value propositions.
- Project Management — Methodical in breaking down complex cross-functional work and delivering against timelines independently.
- Technical Literacy — Understands knowledge architecture, retrieval systems, skills frameworks, evaluation methodologies, and GenAI infrastructure (RAG, LLM evaluation, model updates) well enough to challenge and prioritize technical decisions and scope boundaries without owning the underlying infrastructure implementation
Benefits & Perks - Global Impact, Personal Relevance:
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
- Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Inclusion at Booking.com:
Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”
Read all about Inclusion and the Employee Resource Groups (ERGs) at Booking.com here
Career Development Opportunities
- Learn more about Your Career Journey here.
- Become a Mentee and benefit from a mentoring relationship with a more experienced person to help you identify and achieve your professional and personal development goals.
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
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.
