Hilton
Senior Manager Customer Excellence (Contact Center)
Hilton, Addison, Texas, United States, 75001
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This role is based at our corporate office in Dallas, TX or Remote.
Get your chance to be part of the 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. You report to the Director of Customer Excellence and work across multiple departments in the business, having 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 You
Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
Hilton Shares: Employee stock purchase program (ESPP) – purchase Hilton shares at a 15% discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Mental health resources, including free counseling through our Employee Assistance Program
Paid Time Off (PTO)
Learn more about the rest of our benefits
Available benefits may vary depending on employment terms and are subject to the plans’ terms and conditions.
How You Will Make An Impact
Manage HRCC internal and corporate project deliverables using industry-standard project and process management tools.
Serve as the primary relationship manager for Hilton corporate teams on HRCC and organization-wide projects.
Maintain project tracking tools and provide oversight on project and process requirements/documentation to support the intake and oversight of new Customer Excellence requests.
Work with teams to develop comprehensive business cases, including approval rationale, budget, reporting, change‑management requirements, implementation criteria, and resource allocation.
Conduct and document business plans, SOPs, project plans, process maps, and root‑cause analysis requirement sessions.
Study and document standard processes and implement changes to improve efficiency.
Lead projects, coordinating teams and managing deliverables across multiple workstreams for HRCC and corporate‑wide projects.
Represent HRCC on both internal and corporate projects, partnering with project managers, owners, and partners to define and meet HRCC requirements and timelines.
Manage related programs, projects, processes, and other Customer Excellence functions.
How You Will Collaborate With Others
Partner with Process and Project Analysts to study, document, and implement business and process changes.
Lead project meetings representing HRCC, and document business discussions, outcomes, actions, and risks.
Consult with partners on HRCC's role in program/process projects and enhancements.
Represent HRCC as the subject‑matter expert and contact for partnerships and internal corporate customer teams.
Bring teams together to document project tasks, assign owners and timelines, and create a framework for follow‑up and execution.
Communicate project status to partners, highlighting risks and accomplishments.
Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation.
Support content, engagement, and communications initiatives and provide leadership‑related materials.
What Projects You Will Take Ownership Of
As part of HRCC Shared Services, you will be responsible for customer success projects involving internal and external partnerships, brand initiatives, departmental and corporate pillar programs, and other Customer Excellence functions.
Minimum Qualifications
Seven (7) years of project management and business process experience.
Three (3) years’ experience working in a high‑volume contact center (daily volumes exceeding 10,000 contacts) handling both voice and non‑voice customer contacts.
Proficiency with Microsoft PowerPoint, Excel (capable of maintaining complex spreadsheets), and Microsoft Project.
Proficient in using process and project management tools to design workflows, manage timelines, and create visual assets (e.g., Visio, Smartsheet, Figma), and experienced in Agile methodologies.
Experience evaluating current business processes to identify inefficiencies and opportunities, and designing/implementing improvements using Lean, Six Sigma, or Kaizen.
Experience leading strategic initiatives with corporate teams and senior leadership.
Travel less than 10% of the time.
It Would Be Useful If You Have
BA/BS Bachelor's Degree.
PMP or relevant project management, process, or Agile certification.
What It Is Like Working For Hilton: Hilton is a leading global hospitality company with a diverse portfolio of world‑class brands. We are consistently named among the World’s Best Workplaces and provide a comprehensive benefits package, including medical, dental, vision, life insurance, disability insurance, ESPP, 401(k), paid leave, and many more.
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.
#J-18808-Ljbffr
This role is based at our corporate office in Dallas, TX or Remote.
Get your chance to be part of the 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. You report to the Director of Customer Excellence and work across multiple departments in the business, having 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 You
Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
Hilton Shares: Employee stock purchase program (ESPP) – purchase Hilton shares at a 15% discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Mental health resources, including free counseling through our Employee Assistance Program
Paid Time Off (PTO)
Learn more about the rest of our benefits
Available benefits may vary depending on employment terms and are subject to the plans’ terms and conditions.
How You Will Make An Impact
Manage HRCC internal and corporate project deliverables using industry-standard project and process management tools.
Serve as the primary relationship manager for Hilton corporate teams on HRCC and organization-wide projects.
Maintain project tracking tools and provide oversight on project and process requirements/documentation to support the intake and oversight of new Customer Excellence requests.
Work with teams to develop comprehensive business cases, including approval rationale, budget, reporting, change‑management requirements, implementation criteria, and resource allocation.
Conduct and document business plans, SOPs, project plans, process maps, and root‑cause analysis requirement sessions.
Study and document standard processes and implement changes to improve efficiency.
Lead projects, coordinating teams and managing deliverables across multiple workstreams for HRCC and corporate‑wide projects.
Represent HRCC on both internal and corporate projects, partnering with project managers, owners, and partners to define and meet HRCC requirements and timelines.
Manage related programs, projects, processes, and other Customer Excellence functions.
How You Will Collaborate With Others
Partner with Process and Project Analysts to study, document, and implement business and process changes.
Lead project meetings representing HRCC, and document business discussions, outcomes, actions, and risks.
Consult with partners on HRCC's role in program/process projects and enhancements.
Represent HRCC as the subject‑matter expert and contact for partnerships and internal corporate customer teams.
Bring teams together to document project tasks, assign owners and timelines, and create a framework for follow‑up and execution.
Communicate project status to partners, highlighting risks and accomplishments.
Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation.
Support content, engagement, and communications initiatives and provide leadership‑related materials.
What Projects You Will Take Ownership Of
As part of HRCC Shared Services, you will be responsible for customer success projects involving internal and external partnerships, brand initiatives, departmental and corporate pillar programs, and other Customer Excellence functions.
Minimum Qualifications
Seven (7) years of project management and business process experience.
Three (3) years’ experience working in a high‑volume contact center (daily volumes exceeding 10,000 contacts) handling both voice and non‑voice customer contacts.
Proficiency with Microsoft PowerPoint, Excel (capable of maintaining complex spreadsheets), and Microsoft Project.
Proficient in using process and project management tools to design workflows, manage timelines, and create visual assets (e.g., Visio, Smartsheet, Figma), and experienced in Agile methodologies.
Experience evaluating current business processes to identify inefficiencies and opportunities, and designing/implementing improvements using Lean, Six Sigma, or Kaizen.
Experience leading strategic initiatives with corporate teams and senior leadership.
Travel less than 10% of the time.
It Would Be Useful If You Have
BA/BS Bachelor's Degree.
PMP or relevant project management, process, or Agile certification.
What It Is Like Working For Hilton: Hilton is a leading global hospitality company with a diverse portfolio of world‑class brands. We are consistently named among the World’s Best Workplaces and provide a comprehensive benefits package, including medical, dental, vision, life insurance, disability insurance, ESPP, 401(k), paid leave, and many more.
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.
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