Employee Digital Experience Manager, Heartist Care F/M/X

AccorCorpo; À distance; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A global hospitality leader seeks a Product Manager to enhance employee experiences through optimal hardware and software management. This role involves collaborating with product teams, automating IT solutions, and ensuring compliance. Successful candidates will have 3-5 years experience in Customer Care or Product Management and a user-centric mindset. Fluency in English is required, and applicants are encouraged from diverse backgrounds. Remote work options in France are provided, along with various employee benefits.

Prestations

Meal vouchers

Health insurance

Sustainable mobility package

Accor Heartist® Program

Remote work options

Continuous training opportunities

Qualifications

• 3-5 years of experience in Customer Care, Product, or Procurement.
• Proven ability to implement processes in multi-site environments.
• Strong analytical and problem-solving skills are a must.
• Fluency in English required, additional languages are beneficial.

Responsabilités

• Drive employee experience through hardware/software provisioning.
• Implement automation solutions for IT support.
• Develop asset management policies and procedures.
• Ensure regional alignment and user-centricity.

Connaissances

Analytical skills

Problem-solving

Communication skills

User-centric mindset

Assertiveness

Leadership

Formation

3-5 years in Customer Care or Product Management

Outils

MS Teams

GenAI chatbot

Description du poste

Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.

Accor Tech & Digital, jobs in the tech field where intelligence is above all human!

Job Description

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!

Here is where your greatest challenge awaits you:

The objective of this role is to drive the employee experience through optimal hardware and software provisioning and inventory management. Act as a product manager to ensure coherence across regions, focusing on user needs. Collaborate with product teams to deliver seamless service.

Your mission

1. Pain Point Resolution & Software Compliance

• Automate ticket creation and ticket analysis
• Analyze recurring issues to detect bug patterns on key applications
• Define structure and governance for resolving systemic pain points
• Ensure compliance and enhance overall employee software experience

2. Enhance IT support experience

• Implement MS Teams as a channel and deploy a GenAI chatbot
• Define SLAs and quality control process
• Ensure proper usage of appointment booking and virtual queue features
• Implement onboardings, trainings & best practice sharing
• Train IT Support teams

3. Product strategy

• Define and maintain the product vision for employee hardware/software experience
• Develop and enforce asset management policies, tools, and procedures
• Coordinate with departments for efficient asset utilization
• Monitor and report on asset availability, performance, and lifecycle

4. Hardware inventory

• Diagnose inventory issues and propose solutions
• Standardize reporting and train teams
• Maintain accurate records of acquisition, disposal, and maintenance
• Liaise with Finance for proper asset accounting

Critical issues in the job:

• Driving alignment with stakeholders in multiple regions
• Ensuring consistency and coherence across regional offices
• Balancing user-centricity with operational constraints
• Balancing standardization with local-specific requirements

Qualifications

• 3-5 years of experience in Customer Care and/or Product and/or Procurement or related field
• Business profile with information technology affinity
• Demonstrated success in implementing processes within multi-site or international environments
• Experience building or reinforcing a culture of service and accountability across diverse teams
• Assertiveness and influence
• User-centric mindset with focus on service excellence
• Self driven and autonomous
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to develop cross-functional leadership
• Fluency in English (required) and additional languages beneficial

Additional Information

Accor dares to impact: the world

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.

Accor dares to impact: your career

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.

Specifically, at Accor Tech & Digital:

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces.
• Every Wednesday afternoon, dedicate your time to deep work and personal development.
• Work in a multicultural and English-speaking environment.
• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications.

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
• Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).
• €10 meal vouchers.
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas.

Your talent and motivation are our only selection criteria.

We value the richness of the diverse nationalities, personalities, and professional backgrounds.

We know how to adapt to the specific needs of our employees, including those with disabilities.
We encourage all applications, regardless of gender, so go ahead and apply!

Recruitment is all about people!

Is this mission appealing to you?

Apply, and we will offer you:

• A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
• An interview with the team manager responsible for the role you are interested in.
• For some roles, you might also be required to complete an assessment (use case and motivation questionnaire).
• A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.
• A personalized feedback.

#accortechdigital