Director Customer Journey Transformation & Automation (all genders)er Care

HRS AS A COMPANY

HRS, the pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience we reinvent how companies and travelers Stay, Work, and Pay.  

The lodging and meeting management market is sizable and growing rapidly - yet it’s still underserved by technology players. That’s where HRS comes in. We challenge legacy structures and cut through complexity.  
Our Copilot and Connect platform applications seamlessly plug into any of our customer’s tech stacks. They are powered by our AI-enabled platform, which turns fragmented data from the entire ecosystem into enriched level 3 data. Built on proprietary large and small language models, our technology delivers real-time actionable insights and automation that works. The result: A competitive edge customers won’t want to miss – cost savings, higher traveller satisfaction and increase in compliance. 
Our business model is equally compelling. Strong customer lock-in, clear expansion plans into adjacent use-cases and in-destination experiences, and a SaaS model with recurring revenues and high margins drive a long-term growth pathway and high profitability. 
At HRS, we make business life better by reinventing how companies work and stay. 
That’s why HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.  

BUSINESS UNIT

At HRS, we are redefining the way we work within our Business Unit Enterprise Soultions by organizing our business around industry-specific verticals. This structure enables us to deliver deeper value to our clients, foster closer relationships, and drive scalable, innovative solutions globally - from acquisition through to delivery. 

MISSION & IMPACT

Mission
As Director Customer Journey Transformation & Automation, you are responsible for redesigning and automating end-to-end customer and supplier interactions across the HRS platform. You act as the architect of an automation-first service ecosystem, replacing manual operations with intelligent workflows and AI-driven orchestration.
Impact
You fundamentally transform how HRS delivers service by eliminating friction across the travel lifecycle — from procurement to post-stay support. By embedding automation, AI, and product-driven solutions, you shift the organization from reactive support to autonomous, scalable customer journeys.

KEY RESPONSIBILITIES

• Service Automation & Architecture: Design and implement automation-first service models leveraging GenAI, intelligent workflows, and self-service capabilities. Embed automation directly into platform architecture in close collaboration with Product teams.
• Cross-Functional Transformation Leadership: Drive alignment across Customer Success, Product, Operations, Pay, and Supply. Lead transformation initiatives from concept to execution, ensuring measurable business impact.
• Process Engineering & Optimization: Analyze and redesign operational workflows using structured process engineering methodologies. Ensure processes are standardized, scalable, and automation-ready.
• Product Collaboration: Translate operational insights into product requirements. Ensure service logic is embedded into platform functionality, reducing dependency on manual support.
• External Partner Enablement: Collaborate with technology providers and automation partners to implement AI-driven solutions and orchestration capabilities supporting service transformation.
• Structural Problem Solving: Identify root causes of recurring service issues and customer friction. Drive systemic, long-term solutions instead of operational workarounds

REQUIREMENTS

• 8+ years of experience in transformation, operations, or automation within SaaS, travel tech, fintech, consulting, or digital platforms
• Strong expertise in analyzing and redesigning complex process chains and operational value streams
• Hands-on understanding of automation technologies (GenAI, conversational AI, workflow orchestration, self-service architectures)
• Proven experience collaborating with Product and Engineering teams to deliver scalable digital solutions
• Demonstrated ability to lead cross-functional transformation programs in complex organizations
• Strong analytical and problem-solving skills with a focus on structural improvements
• Excellent stakeholder management skills with the ability to influence senior leaders
• Experience working in international, cross-regional environments
• Fluent English required; German is a strong advantage

PERSPECTIVE

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.

LOCATION, MOBILITY, INCENTIVE

The role is based in or willing to relocate to Germany (Cologne or Berlin) with regular on-site presence and offers a highly competitive total compensation package aligned with market benchmarks.