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# Senior CS Operations Specialist (CS Application Support)

- **Company:** Booking.com
- **Location:** Amsterdam, Netherlands
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Software Bug Management, MySQL, Web Platforms, Pega, Snowflake
- **Published:** September 2, 2026
- **Apply:** https://nl.indeed.com/viewjob?jk=6cdaa98d8ca91329

## About the Role

Role Description: As a Senior Operations Specialist, you will be a crucial business partner representing operations for Product & Tech within our CS Service Experience Solutions department. Working closely with team leaders, you will be responsible for the end-to-end execution of our strategy and the delivery of core operational frameworks that transform our goals into scalable reality. You will bridge the gap between operational realities and Engineering/Product teams, proactively leading critical incident responses while optimizing workflows. We are seeking a highly mature, intellectually agile candidate with a strong background in process excellence and technical stakeholder management., Bachelor's degree and 5-8 years of relevant advanced job knowledge, with a proven track record in process excellence, project delivery, and strong stakeholder management.

 * Extensive knowledge of enterprise-level CRM, ITSM, or workforce management platforms, coupled with rapid-learning capabilities and systemic thinking to master complex systems.
 * Proven ability to mentor, coach, and structurally enable junior team members.
 * Strong track record in proactive incident management and experience owning and optimizing administrative pipelines and data reporting.
 * Exceptional communication skills to bridge the gap between operations and engineering, with the ability to independently investigate and triage complex issues.
 * Experience with MySQL, Snowflake, or comparable platforms (including basic SQL proficiency) and ITIL knowledge within an ITSM environment are advantageous.
 * Familiarity with digital platforms connecting independent partners/vendors with consumers and their integrated support systems is highly desirable.

## Description

Manage and drive the successful completion of medium-to-large process improvement initiatives and projects prioritized according to business needs.

 * Maintain advanced subject matter expertise of complex systems (such as Pega) to provide L1 support, proactive troubleshooting, and systemic resolution of technical issues.
 * Support Application Specialists through training, coaching, and assisting in complex investigations, shifting focus from baseline task execution to team capability building.
 * Proactively lead critical incident responses, act as a single incident lead, and manage high-level stakeholder communications under strict time pressures.
 * Optimize the bug management process and own administrative pipelines by building reports, conducting data deep-dives, and leveraging tools to automate weekly/monthly metrics.
 * Function as a diplomatic bridge and business partner for Product & Tech, negotiating with engineering leaders and translating operational impact into technical urgency.


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