Online Partnerships Manager

Radisson Hotel Group; Madrid; Presencial; EUR 80.000 - 120.000; Jornada completa

Descripción de la vacante

A leading international hotel group is seeking a Director of Contact Center Transformation to lead the evolution of their contact center operations. This role requires expertise in strategic leadership, data-driven decision-making, and experience in transformation within the hospitality sector. The ideal candidate will have over 7 years of experience and will focus on enhancing customer engagement and operational efficiency, working cross-functionally with various departments.

Formación

• 7+ years in contact center strategy, transformation, or operations in an international environment.
• Proven track record leading cross-functional transformation in hospitality, travel, or service industries.
• Demonstrated experience in Knowledge Management, QA & Performance, and Conversation Design.

Responsabilidades

• Lead the multi-year transformation roadmap for contact center operations.
• Build and maintain a centralized Knowledge Library.
• Own the QA & Performance framework and KPIs.
• Define and implement conversation design strategy across channels.
• Engage regional leaders, IT, HR, and Finance to prioritize initiatives.

Conocimientos

Strategic leadership

Analytical rigor

Operational excellence

Knowledge management

Conversation design & CX

QA & Performance

Collaboration & influence

Vendor / tech coordination

Innovation orientation

Educación

Bachelor's or Master's degree in E-commerce, Marketing, Business Administration, Hospitality or related major

Descripción del empleo

Radisson Hotel Group is one of theworld's largest hotel groups with ten distinctive hotel brands, and more than 1,460 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

As part of the Distribution and Optimization organization, the Director of Contact Center Transformation at The Club of Voice leads the strategic evolution of the contact center ecosystem to ensure scalability, operational excellence, and measurable revenue contribution across brands and regions.

Your mission is to design, implement, and continuously improve the global contact center framework — encompassing process optimization, performance management, the Knowledge Library, Conversation Design (voice & digital), and QA & Performance — to deliver an exceptional customer and employee experience while driving business outcomes. This includes coordinating all activities with vendors and technology partners to ensure robust system integration, service reliability, and alignment with the broader transformation strategy.

Working with Distribution, Revenue Management, Digital, IT, and Operations, you will :

a) embed data-driven strategies that elevate performance and efficiency;

b) establish best-in-class knowledge management and conversation design frameworks;

c) build a culture of continuous improvement, quality assurance, and service innovation;to achieve superior customer engagement, loyalty, and profitability.

Roles / Responsibilities

Strategic Transformation Leadership : Lead the multi-year transformation roadmap for contact center operations, aligning technology, process, and people strategies to business goals. Oversee the integration of automation / AI and conversation design to enhance agent performance, customer experience, and cost efficiency. Coordinate all related activities with vendors and technology partners to ensure on-time delivery, solution quality, and contractual / SLAs compliance.

Knowledge Library & Process Optimization : Build and maintain a centralized Knowledge Library, ensuring accurate, current, and on-brand content that empowers agents. Establish governance, workflows, and continuous improvement processes (versioning, approvals, auditing) in collaboration with Operations and vendor platforms where applicable.

QA & Performance Management : Own the QA & Performance framework, KPIs, scorecards, calibration, and coaching programs. Partner with Operations to analyze trends, address root causes, and drive initiatives that elevate both agent performance and customer satisfaction; ensure vendor-aligned reporting and quality standards.

Conversation Design & Customer Experience : Define and implement conversation design strategy across voice and digital channels (scripting, flows, intents, tone). Leverage analytics and testing to improve containment, resolution, and NPS / CSAT; align vendor tooling, bot platforms, and telephony / CCaaS configurations with CX goals.

Stakeholder Alignment & Change Management : Engage regional leaders, IT, HR, and Finance to prioritize initiatives, manage change, and drive adoption. Ensure thorough communications, training, and readiness plans — including coordinated execution with vendors / technology partners during rollouts and updates.

Data & Insight-Driven Optimization : Use data analytics to identify opportunities in processes, enablement, and CX outcomes. Translate insights into actionable strategies that increase efficiency and revenue. Collaborate with vendors and technology providers on data integration, tooling improvements, and roadmap alignment to unlock performance impact.

Financial Responsibility

Responsible for an operational budget for transformation initiatives,

platforms, and performance programs. Supports the company in cost optimization,

ROI on transformation investments, and long-term scalability of the contact

center environment, including vendor and technology partner contracts and SLAs.

Additionally, this role holds full P&L responsibility for The Voice,

ensuring profitability, cost efficiency, and commercial performance in line

with organizational objectives.

Skills / Qualities

• Strategic leadership : Designs and executes transformation programs aligned to commercial goals.
• Analytical rigor : Interprets complex data and operational metrics to drive decisions.
• Operational excellence : Improves efficiency, quality, and consistency at scale.
• Knowledge management : Implements and governs centralized knowledge systems.
• Conversation design & CX : Crafts effective, on-brand interactions across channels.
• QA & Performance : Builds robust monitoring, coaching, and continuous improvement.
• Collaboration & influence : Aligns diverse stakeholders and secures adoption.
• Vendor / tech coordination : Orchestrates partner activities, integrations, and SLAs to deliver outcomes.
• Innovation orientation : Pragmatically leverages tech and automation to enhance human performance.

Minimum education

Bachelor's or Master degree from accredited university - E-commerce, Marketing, Business Administration, Hospitality or related major preferred

Minimum experience

• 7+ years in contact center strategy, transformation, or operations in an international environment.
• Proven track record leading cross-functional transformation in hospitality, travel, or service industries.
• Demonstrated experience in Knowledge Management, QA & Performance, and Conversation Design.
• Proven ability to coordinate and manage all activities with vendors and technology partners to ensure successful delivery, integration, and ongoing optimization of solutions.

Language skills: Fluent English both written and spoken, additional language skills are welcome.