Manager Product Management
***This role is based at one of our corporate offices in Memphis, TN, McLean, VA, Dallas, TX***
This is your chance to be a part of an in-house Technology team that's creating consumer-facing, cutting-edge technologies revolutionizing the hospitality industry around the world! As a Manager Product Management (Guest Messaging), you will bring your technical skills to a hospitality company with an award-winning culture. On the Product Messaging team reporting to the Senior Manager Product Management, you will support projects including the experience for customers and Team Members using messaging channels such as chat, SMS and WhatsApp for support.
HOW WE WILL SUPPORT YOU
Hilton 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/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)
- Learn more about the rest of our benefits
At 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 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:
- Help create and drive strategic roadmap for hotel-level guest messaging that is in line with Hilton's vision and enables a competitive advantage using innovative solutions in serving our guests.
- Collaborate cross functionality with product teams, software engineering, experience design, operations, and analytics teams to lead product strategy, including feature definition, writing requirements and prioritization with consideration of business impact and technical capacity.
- Apply a blend of data and qualitative feedback to find opportunities to enhance customer experience through the messaging product.
- Coordinate with third party partners, cross-functional product teams and property operations to deliver integrated solutions for seamless customer experience.
- Parter with business leads and analytic teams to define and refine success metrics, ensuring accurate reporting and measurability of all initiatives.
- Maintain industry expertise in fast evolving AI technology and automation capabilities.
How you will collaborate with others:
- Build trusted and highly effective working relationships across product teams, inclusive of operations, software engineering, experience design and analytics.
- Cross-functional collaboration with other product managers and channel owners to ensure alignment of strategy, goals, and timelines.
What projects you will take ownership of:
- Strategy and implementation of enhancements to hotel-facing messaging platforms.
- Driving increased customer satisfaction through guest messaging products.
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
- Five (5) years of professional work experience in Technology, Product, Customer Experience, Customer Support or related field
- Experience in feature and requirements development using scrum agile process
- This is a hybrid role and would require to be near one of our three US office locations (McLean, Dallas, Memphis)
- Travel up to 20%
It would be useful if you have:
- Bachelor's Degree, or Associate's Degree plus 6+ years of Technology related experience, or High School Degree/GED plus 12+ years of Technology related experience
- Seven (7) + years of professional work experience in product-related or customer experience role
- One (1) year of experience in hospitality, with an understanding of hotel operations
- Experience working with third-party partners to provide requirements for customizations and managing priorities against a shared roadmap.
- Experience with messaging platforms, including chat, SMS and WhatsApp
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!
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.