As Booking.com’s Senior Vice President of Commercial Operations, James Waters is responsible for leading Booking.com’s exceptional Customer Service team as well as the company’s global Partner Services organization and Content Agency. James brings extensive product development, strategy, marketing and customer experience expertise to guarantee that the company continues to deliver a world-class customer service experience to travelers and builds valuable relationships with its partners in every corner of the globe.
Previously, James served as the Vice President of Customer Service, where he led more than 8,000+ employees worldwide. In this role he oversaw the continued integration of Booking.com’s global workforce of highly trained customer experience agents with technology and innovation to achieve the company’s goal of striking a perfect balance between technology and human communication for every customer, every time, everywhere.
Prior to leading the Customer Service department, James served as a Senior Director Customer Service Product and Experience at Booking.com, where he was responsible for the 13 teams that look after product development for the post booking customer experience on web and mobile, internal customer service tooling and the customer and partner-facing email and voice experience. James has also previously held the position of Director of Marketing, which included being responsible for Booking.com’s business in China for 15 months, acting as the head of local marketing, product and supply teams. Prior to that he held the position of Marketing Innovation Manager where he led IT development across the marketing department while managing the SEO and Demand Innovation teams, helping to accelerate the diversification of the Booking.com marketing department beyond its roots in online search and affiliate marketing.
James spent his early career in search marketing in the UK, both as an analyst and in operations. He studied at the University of Cambridge and holds both a BA and MA in Biological Anthropology.