Director Hotel Care Strategy and Governance (M/F/X)

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries;

So join us and dare to make an impact on the world!

Your mission: 

• Specify & analyze the OKRs, KPIs and quality scores ​for Hotel Care

• Challenge BPO and Expert teams on performance and plans​ for Hotel Care

• Define and drive the Hotel Care BPO sourcing strategy​

• Deep dive on Hotel Care under-performing areas  and Drive transversal projects​

• Identify recurrent Hotel Care incidents. Support and Challenge BPOs and internal teams

• Identify broken process and reporting and make change request happen

• Define and drive the workforce management for BPOs​

• Own the overall communication on progresses and changes

• Management and development of the team