Head of Customer Delivery- Payment Solutions (all genders)

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged to be the most trusted platform of digital software solutions in business travel hospitality worldwide. The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders and ensures strongest compliance end-to-end.

The Customer Delivery team owns the project delivery of the HRS STAY customer onboarding journey. Taking over after contract signature until hypercare, the team is responsible to enable the full HRS technological suite in the client’s Online Booking Tool (OBT) and Travel Management Company (TMC) landscape. The strength of the team is the extensive experience on project management, deep knowledge on OBT administration and the operational TMC landscape, being able to ensure the accurate setup of the Point of Sale (PoS) and guiding the client as well as their partners throughout the on-boarding journey. During the pitch phase, the Customer Delivery team is acting as subject matter expert to deep dive into HRS’ lean implementation methodology, suggest the roll-out strategy and preliminary project planning as well as educate/re-assure the customer on the user interface and processes once the HRS technological suite (HRS Multisource Engine) has been activated.

THE POSITION: HEAD OF CUSTOMER DELIVERY PAY (all genders)

In the responsible position of the Head  of Customer Delivery, the future position holder owns the entire customer onboarding journey on the HRS STAY platform for all customers globally. The global lead is building and overseeing an experienced expert team of Customer Delivery Managers dispersed around the globe. The responsible leader manages the global portfolio of delivery projects and enables accurate project portfolio planning and staffing for a timely delivery – if needed, also in cross-functional alignment, for example with the HRS Payment department. By using and establishing processes and tools, the Director Global Customer Delivery defines and monitors an effective, measurable and high-quality delivery of all customer projects. Based on metrics, the position holder identifies and executes continuous improvement initiatives to simplify and standardize the customer onboarding journey and drive customer satisfaction. The position reports into the VP Customer Delivery and Operations and therewith belongs to the extended leadership team of HRS STAY.

THE CHALLENGE

• Define and communicate the team’s mission as well as cross-departmental strategic Objectives and Key Results (OKRs)

• Build up and develop a global virtual team of project management experts that delivers the lodging industry’s best-in-class customer onboarding journey

• Assign team members to required pre-sales support and customer onboarding projects based on capabilities and capacities

• Manage the global portfolio of all customer delivery projects ensuring go-lives on time and in quality

• Steer application of global standards along the customer onboarding journey and provide respective coaching to all team members

• Act as trusted advisor and escalation point for customers, if needed

• Provide the global HRS leadership team with transparency on the status of the global project delivery portfolio including all metrics along the customer journey

• Use data to drive operational excellence along the customer onboarding journey

• Continuously optimize the customer delivery journey by refining crossdepartmental processes (automation), tools and standards to increase efficiency and quality of delivery

• Support identification of new customer requirements and definition of delivery strategy within the ecosystem of HRS and its customers

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH

• 8+ years professional experience with a strong track record in project management

• Exposure to the B2B travel industry, understanding the complexity of customers’ travel ecosystem – knowledge on OBT administration and the operational TMC landscape is a plus

• Experienced leader of virtual global high-performing teams

• Skilled in working within a matrix organization

• Experience in understanding customer requirements and building strong customer relationships acting as trusted advisor

• Excellent communication skills

• Data-driven working style and decision making

• Passion for standards, processes & technology

• Structured way of working with strong orientation on results

• Ability to keep up with a fast-paced internal environment where products and solutions evolve quickly and need to be accurately integrated into the customer delivery as the solutions evolve

• Embracing constant change is a must

• Fluency in English, spoken and written

YOUR 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

In general, the position is assigned to the company headquarters in Cologne and can be agreed as any location, preferably in Germany. 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.