Partner Manager – Customer Service Center (CSC) Operations

ABOUT HRS 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. BUSINESS UNIT 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. WHAT YOU'LL OWN • Partner Enablement & Liaison: Act as the central interface between the HRS CSC in-house team and outsourced service providers (OSPs), actively developing the partnership over time. • Support & Service Quality: Own the quality assurance of partner performance, manage calibration and escalations, and ensure adherence to HRS standards. • Performance Development: Analyze performance data, identify trends and improvement opportunities, and derive concrete actions together with the partners. • Performance & Calibration Calls: Prepare and conduct review and calibration calls with OSPs to ensure alignment and continuous improvement. • Steering & Forecasting: Conduct monthly OSP forecasting and verify invoices for both 1st and 2nd levels. WHO YOU ARE • Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field. • Proven experience in partner and stakeholder relationship management as well as SLA and service quality steering. • Strong ability to analyze performance data, identify trends, and recommend improvements. • Excellent verbal and written communication skills, with the ability to effectively communicate with both internal teams and external partners. • Demonstrated ability to act in complex cross-functional settings and manage multiple stakeholders (internally and externally) across the globe. • Strong problem-solving skills and the ability to think strategically to address operational challenges. • Business-fluent English, both written and spoken; German is a plus.