Senior Manager Customer Excellence (Contact Center Project & Process Management)

Senior Manager Customer Excellence (Contact Center Project & Process Management) (Job Number: COR015LV)Work Locations: Hilton Reservations and Customer Care – Dallas 15305 N Dallas Parkway Suite 600 Addison 75001***This role is based at our corporate office in Dallas, TX or Remote***This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As Senior Manager on the Customer Excellence Team, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. Reporting to the Director Customer Excellence, you will work across multiple departments in the business and have a broad impact on the Hilton Reservations and Customer Care (HRCC) organization. The Senior Manager will collaborate with other project managers, owners and participants to ensure all HRCC requirements and timelines are captured and completed.HOW WE WILL SUPPORT YOUHilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/nightHilton Shares: Our employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discountPaid parental leave for eligible Team Members, including partners and adoptive parentsMental health resources including free counseling through our Employee Assistance ProgramPaid Time Off (PTO)Learn more about the rest of our benefitsAt Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. **Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.HOW YOU WILL MAKE AN IMPACTYour role is important and below are some of the fundamental job duties that make your work unique.What your day-to-day will be like:Manage HRCC internal and corporate project deliverables using industry-standard project and process management toolsBe a primary relationship manager for Hilton corporate teams (internal and external) on HRCC and Hilton wide projectsMaintain project tracking tools, provide oversight on project and process requirements/documentation to support the intake and oversight of new Customer Excellence requestsWork with teams to develop comprehensive business cases including approval rationale, budget, reporting and change management requirements, implementation criteria and resource allocationConduct and document business plans, standard operating procedures (SOPs), project plans, process maps, and root cause analysis requirement sessionsStudy and document standard processes and implement changes to improve efficiencyBe project lead coordinating teams and managing deliverables across multiple workstreams for HRCC and corporate wide projectsBe the lead HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to define and meet HRCC requirements and timelinesManage programs, projects, processes and other Customer Excellence functionsRole may expand to include leadership of direct reports in the futureHow you will collaborate with others:Partner with Process and Project Analysts to study, document and implement business and process changes, manage incoming projects and cadences for project and process management activitiesLead project meetings representing HRCC, and document business discussions, outcomes, actions, and risksConsult with partners on HRCC’s role in program/process projects and enhancementsRepresent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teamsBring teams together to document project tasks, assign owners and timelines, and create a project framework for follow-up and execution when the programs are in business as usualCommunicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projectsReview performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentationConsult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectationsSupport Content, Engagement and Communications initiatives and provide support on leadership related materialsWhat projects you will take ownership of:As part of HRCC Shared Services, you will be responsible for customer success projects. These projects relate to internal and external partnerships, brands, departmental and corporate pillar programs, and other Customer Excellence functions.WHY YOU’LL BE A GREAT FITYou have these minimum qualifications:Seven (7) years of project management and business process experienceThree (3) years of experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contactsCommand of Microsoft PowerPoint, Excel (can maintain complex spreadsheets), and ProjectProficient in using process and project management tools to design workflows, manage timelines, and create visual assets, including Visio, Smartsheet, Figma, or similar platforms and experience in Agile methodologiesExperience evaluating current business processes to identify inefficiencies and opportunities, and design/implement improvements using methodologies such as Lean, Six Sigma, or KaizenExperience leading strategic initiatives with corporate teams and senior leadershipTwo (2) years of experience managing direct reportsTravel less than 10%It would be useful if you have:BA/BS Bachelor’s DegreePMP or relevant project management, process or Agile certificationWHAT IT IS LIKE WORKING FOR HILTONHilton, the #1 World’s Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process. Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $85,000 – $130,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company. #LI-REMOTEEOE/AA/Disabled/VeteransSchedule: Full-timeBrand: Hilton CorporateShift: Day JobJob Level: ManagerJob: Technology

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