Senior Manager Customer Excellence (Contact Center)

About the position 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. Responsibilities • Manage HRCC internal and corporate project deliverables using industrystandard project and process management tools • Be a primary relationship manager for Hilton corporate teams (internal and external) on HRCC and Hilton wide projects • Maintain project tracking tools, 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 and change management requirements, implementation criteria and resource allocation • Conduct and document business plans, standard operating procedures (SOPs), project plans, process maps, and root cause analysis requirement sessions • Study and document standard processes and implement changes to improve efficiency • Be project lead coordinating teams and managing deliverables across multiple workstreams for HRCC and corporate wide projects • Be the lead HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to define and meet HRCC requirements and timelines • Manage programs, projects, processes and other Customer Excellence functions • 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 activities • 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 project framework for followup and execution when the programs are in business as usual • Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects • Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation • Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations • Support Content, Engagement and Communications initiatives and provide support on leadership related materials • 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. Requirements • Seven (7) years of project management and business process experience • Three (3) years' experience working in a highvolume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts • Command of Microsoft PowerPoint, Excel (can maintain complex spreadsheets), and Project • Proficient 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 methodologies • Experience evaluating current business processes to identify inefficiencies and opportunities, and design/implement improvements using methodologies such as Lean, Six Sigma, or Kaizen • Experience leading strategic initiatives with corporate teams and senior leadership • Travel less than 10% Nice-to-haves • BA/BS Bachelor's Degree • PMP or relevant project management, process or Agile certification Benefits • Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night • Hilton Shares: Our employee stock purchase program (ESPP) you can purchase Hilton shares at a 15 percent 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) • medical and prescription drug coverage • dental coverage • vision coverage • life insurance • shortand longterm 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 nonbirth 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 • pretax commuter benefit and our travel discount Apply tot his job