About the Role
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