Customer Service Excellence Manager

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay. 

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations. 

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers. 

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers. 

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value. 

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains. 

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide. 

The Customer Service Center serves as a crucial hub for addressing customer as well as hotel inquiries, concerns, and issues related to the HRS' products and services. Its primary purpose is to enhance customer satisfaction by providing timely and effective support, troubleshooting, and offering assistance with reservations or travel-related queries. Through efficient communication channels and knowledgeable representatives, the Customer Service Center plays a pivotal role in maintaining positive customer experiences and fostering loyalty. 

You want to create innovative solutions by taking the customer view first? Solutions that help our customers and hotels optimize their experience by offering exceptional customer service along the journey? Then join our team and create an impact as an intrapreneur. 

The Customer Experience Operations Manager is responsible for driving excellence in customer interactions through building up service standards, effective training programs, and quality management  of our external customer service teams for our HRS Enterprise Solutions Business Unit globally, servicing traveler and hotels. 

The primary duty is to enhance HRS service operating procedures and build up a quality management system to evaluate and improve customer service performance and ensure customer satisfaction.  

You will actively shape the future of the customer service chapter for our corporate customers in close collaboration with our Director of Customer Care. Together with your team you will build a service experience for our customers that aims to solve every customer or hotel complaint satisfyingly with the first interaction of our customer service workforce. 

While managing quality assurance of our service level agreements, you actively contribute in idea generation and execution to constantly improve customer satisfaction.  

Continuous Process Improvements  

• Review and refine customer service processes to increase efficiency and reduce friction. 
• Build up documentation and maintain knowledge library of up-to-date process guidelines and materials.
• Improve customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results 
• Contribute customer service information and recommendations to strategic plans and reviews: Based on data you understand the top customer contact reasons to derive customer needs that can be automized or optimized to solve customer complaints satisfyingly in collaboration with the respective departments
• Drive process standardization across regions/teams to ensure a uniform customer experience. 
• Handle escalation with external CS workforce and HRS internal teams (tech and customer / hotel teams) 

Training & Quality 

• Develop training and coaching ceremonies with teams and agents to improve operational performance 
• Identify skill gaps and develop targeted learning solutions to enhance service performance. 
• Monitor training effectiveness and drive continuous improvement in learning outcomes by measuring Customer Satisfaction KPIs and present insights and recommendations to senior management for data-driven decision-making. 
• Execute regular quality assurance process with the external providers.  

• Work experience in customer service area 
• Track record in improving a customer service function, ideally in SaaS environment 
• Strong understanding of customer service operations, call center metrics, and quality assurance 
• Proven expertise in designing and executing training and quality frameworks 
• Excellent communication, negotiation, and interpersonal skills 
• Strong analytical and problem-solving skills; experience with data-driven performance improvement 
• Experience with global outsourced customer service teams 
• Familiarity with customer satisfaction tools (e.g., CSAT, NPS, QA scorecards) 
• Business level fluency in German and English  
• Location near to one of the HRS core offices in Germany (Cologne, Berlin)  

Access to a global network of a globally united and mutually responsible "Tribe of Intrapreneurs" that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.