Product Manager (all genders)

HRS AS A COMPANY

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

HRS' Product House is a critical function in driving the success of the company's Lodging-as-a-Service (LaaS) platform. The department collaborates with cross-functional teams to define the product vision, roadmap, and strategy, and prioritizes features using analytics and data to meet business goals and deliver an exceptional experience for stakeholders.

Product Managers at HRS own the program backlog, define product increments and releases, and are responsible for the product vision, roadmap, pricing, licensing, and ROI. They possess strong business and technical knowledge, as well as excellent communication and prioritization skills.

The department operates based on HRS' leadership principles, putting the customer view first and striving for customer success over commercial success. They think and act big, challenging the status quo, and constantly leaving their comfort zones to achieve growth. As coaches, they hire the most likely to win and help develop team members to become the best through radical candid feedback.

Product Managers at HRS are learning pioneers, continually seeking to improve processes, products, commercial models, technologies, and ways of working. They take ownership of the entire customer experience, seeking truth and committing to decisions once they are made.To succeed in the role, candidates must possess strong business and technical know-how, prioritize tasks accurately, and have excellent communication skills. They must also have an up-to-date knowledge of the latest trends and technologies and be comfortable presenting their ideas to internal stakeholders.

POSITION

As a Product Manager on the AI Operations team, you will play a central role in transforming our customer support platform through intelligent automation and agentic AI. The AI Ops team is responsible for digitizing and managing a comprehensive customer support ecosystem leveraging cutting-edge AI technologies. You will work closely with design, engineering, data science, customer support leaders, and external partners to define and build sophisticated solutions that enable frictionless customer experiences across multiple channels while driving significant operational efficiency.

CHALLENGE

• Build an enterprise-grade AI-powered support platform that ensures seamless experiences for customers across all touchpoints, reducing support interactions by 80% through intelligent automation and self-service capabilities.

• Work with our ecosystem partners to integrate our AI-driven solutions into their existing workflows, demonstrate measurable business impact through key performance indicators, and continuously enhance value over time.

• Identify new product opportunities within our multichannel support and CX case management tools, driving a comprehensive roadmap informed by support analytics, qualitative research, customer feedback, and emerging AI/ML technologies.

• Collaborate with external vendors (Genesys, Cognigy, AWS Bedrock) to develop custom, scalable integrations that align with our unique requirements while supporting our vision for proactive, personalized customer support.

• Demonstrate strong expertise in developing and managing agentic AI systems, with the ability to optimize performance, implement robust safeguards, and continuously improve agent capabilities.

• Navigate a dynamic, fast-paced environment where you'll need to balance immediate operational needs with strategic innovation, exercising autonomy to drive product improvements and make data-driven decisions.

• Apply structured decision-making frameworks to evaluate opportunities and trade-offs, communicating recommendations through compelling narratives and product requirement documents.

• Develop a long-term vision and product strategy for the evolution of our AI support platform, effectively communicating with senior leaders to secure buy-in and align cross-functional teams toward executing the strategy.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Outcomes-driven with an established track record of delivering measurable business impact through customer-facing AI products and automation tools.

• At least 7+ years of product management experience in enterprise software products, preferably with significant exposure to AI/ML technologies, customer support platforms, or CX management tools.

• Demonstrated experience with agentic AI systems, including prompt engineering, retrieval-augmented generation (RAG), and the integration of large language models into production environments.

• Strong analytical mindset with experience using metrics to identify, size, and solve complex customer support challenges, particularly around scaling efficiency while maintaining or improving service quality.

• Exceptional written and verbal communication skills with the ability to translate complex technical concepts for diverse stakeholders and drive alignment across engineering, support operations, and leadership.

• Proven ability to develop and execute product experimentation frameworks, testing hypotheses quickly and making data-driven decisions to improve AI agent performance and customer outcomes.

• Equally comfortable discussing LLM fine-tuning with an ML engineer, reviewing conversation flows with a UX designer, or analyzing support metrics with operations leaders.

• A hands-on, problem-solving attitude that enables you to tackle challenges directly, whether debugging AI agent behavior, optimizing conversation flows, or investigating customer escalations.

• Experience with relevant technologies such as conversational AI platforms, knowledge management systems, and data analysis tools; familiarity with SQL and visualization tools like Power BI or MicroStrategy is highly desirable.

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