Trust & Safety Analyst
Booking.com BV (the company behind Booking.com™, the market leading online hotel reservation service in the world) is looking for a Trust & Safety Analyst.
It is our duty to keep our customers safe and to foster trust in our product and services. We’d like to stimulate positive behavior of our partners and guests, and work together with them to create a great guest and partner experience.
The Health & Safety Team is part of the Global Security & Safety Resilience Pillar, a dynamic, lean team requiring hands-on support in day to day safety and security operations.
We are seeking a Trust & Safety Analyst who will perform a crucial role in the front line defense of Booking.com in protection of their people, customers, partners, and is motivated to take ownership for an array of health and safety focused actions for which they are held accountable : analysts investigate a broad range of trust, health and safety incidents, such as sexual or physical abuse, safety threats, safety hazards and human trafficking.
The analyst's role is to investigate any serious allegations to mitigate the impact on the reporting victims and brand reputation.
The analyst works closely with business stakeholders, and drives innovation and process improvements.
Mitigate immediate health and safety threats by investigating possible safety incidents and / or perform incident response actions, including collaboration with other support groups within the wider organization;
Produce insightful and actionable reports;
Conduct quantitative and qualitative investigations, including use of OSINT tools and techniques, and perform analysis to understand what happened, and which mitigating measures are to be taken;
Identify opportunities to improve operational workflows and processes using data to visualize challenges, and driving implementation by working closely with engineering and commercial operations teams;
Communicate and collaborate with a broad and diverse range of stakeholders across the company from Corporate Security, Commercial operations, Legal, PR, Local Leadership, Customer Service, Partner Services and Commercial Operations;
Lead projects from start to finish that contribute to the team and company objectives, on topics such as innovation, process improvement, operational efficiency, awareness etc.
Work effectively with team members, leadership and product teams by communicating health and safety trends and sharing ideas and knowledge in a constructive and positive manner;
Acting as a Subject Matter Expert, mentor and advisor for new hires and business stakeholders;
Support other Global Security, Safety & Resilience teams, such as Corporate Security, Resilience & Crisis Management and Physical Security;
Contribute to Booking.com’s growth through interviewing, on-boarding, or other recruitment efforts;
Other job related duties as assigned.
Bachelor’s Degree / specialized diploma in relevant field (e.g. International Relations, Public / Business Administration, Homeland Security, Criminology, Politics, Health & Safety, Physical Security, Crisis Management, Business Resilience);
Strong understanding and domain knowledge of security and safety governance bodies / intel / crisis management / physical security / human rights / health and safety / risk management experience in a supportive role;
Experience working with health & safety related topics such as human rights, human trafficking, child pornography, rape, homicide etc;
Excel / Sheets skills required for data analysis;
SQL and Hadoop database queries skills is a must;
Strong investigative skills and basic knowledge of OSINT tools and techniques;
Strong decision making ability and self-disciplined;
Outstanding written and verbal communication skills and ability to effectively advise at all levels of the organization;
High level of psychological resilience working with sensitive and distressing matters and ability to perform under (time) pressure;
Excellent time management skills and ability to prioritize incoming escalations appropriately;
Self-starter, hands-on and able to work independently. Operates with range of autonomy on multiple-complex cases which require continued and progressive response measures through to solution;
Ability to lead projects from start to finish and manage relevant business stakeholders throughout;
Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism;
High level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence;
Strong commercial attitude / business-driven and interest;
No 9-5 mentality, highly responsive, and ability to flex schedule to support customers in various locations and time zones;
Ability to identify and apply innovative solutions to complex situations;
Knowledge of the travel industry is a plus;
Knowledge of Jupyter is a plus;
Data visualization skills are a plus
Living and working in Amsterdam, one of the most cosmopolitan cities in Europe
Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travellers worldwide
Working in a fast-paced and performance driven culture
Opportunity to utilize technical expertise, leadership capabilities and entrepreneurial spirit
Promote and drive impactful and innovative engineering solutions
Technical, behavioural and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation
Competitive compensation and benefits package and some great added perks of working in the home city of Booking.com
We value Diversity of all types and in an open, dynamic workplace. This has been a pillar at Booking.com since day one, and something we continue to strongly believe in and build today.
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, colour, 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.
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