Director, Owned Channel Operations

HOW YOU WILL MAKE AN IMPACT

Your 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:

• Operational Excellence – Lead our complex channel operations ensuring we deploy communications to our customers with continued excellence while considering efficient and innovative operating models. Ensuring quality assurance and issue mitigation at every step of the process.
• Delivering Performance – Understand and champion the customer and our objectives in all that we do, leading to growth with key segments, retention of others, and maximizing channel performance.
• Technology in Action – Work with our Marketing Technology, Digital, and Customer teams to improve the channel and enable technology so that we are maximizing the impact and opportunity we make on the business. This includes leveraging capabilities within our Customer Engagement Platform, Customer Data Platform, our CMS and Content Repositories, and other customer technologies and APIs across Hilton. 
• Team Leadership – Lead a cross-functional team of channel operators across various global offices. Build a strong team culture and advocate for the team’s capabilities and growth.
• Business Partnership - Collaborating with business stakeholders, marketers, technology, creative, and analytics to ensure a consistent and impactful customer experience in our channels.
• Analytics and Reporting – Create a data-driven culture by analyzing channel and campaign performance and turn insights into best practices across the channel’s operation.
• Industry Knowledge/Channel Best Practice - Stay abreast of the latest trends in email, messaging and push, and websites applying best practices to maintain Hilton's position as an industry leader.
• Budget and Resourcing - Oversee the budget and resources allocated to ensuring efficient and effective use of assets.
• Problem Solving – Ability to handle urgent issues and challenges that arise. Understanding the importance of pivoting to ensure the business outcomes are achieved and customer impacts are avoided.

How you will collaborate with others:

• You will leverage your understanding of marketing technology, including messaging platforms, website/app operations, content systems, and customer data platforms, to maximize opportunities across all channels including adding personalization elements. You will partner with the Owned channel strategy team to ensure all marketing plans are accounted for in your operations.
• You will leverage your understanding of marketing technology, including messaging platforms, website/app operations, content systems, and customer data platforms, to maximize opportunities across all channels including adding personalization elements. You will partner with the Owned channel strategy team to ensure all marketing plans are accounted for in your operations.

What deliverables you will take ownership of: 

• As a team leader, you will encourage your team to move from the status quo into an efficient operating unit that takes immense pride in operational excellence.  You will make use of the skills they already have and ensure strong development plans for areas of need.

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Ten (10) years of work experience in Marketing or Digital Operations
• Five (5) years of work experience managing an Operations team
• Travel - up to 20%
• Hybrid schedule in McLean, VA, or Dallas, TX
• Experience with Customer Engagement Platforms and Technology
• Understanding of Customer Data Platforms and other Marketing Technologies and Systems

It would be useful if you have:

• Experience with Braze
• Experience working in a global, matrixed organization
• Experience with developing continuous improvement practices and processes
• Understanding and expertise in the messaging development and deployment process.
• Experience using data and analytics to drive channel strategy and measure its effectiveness

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, 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!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. 

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.