Manager Product Management
***This role is based at our corporate office in Dallas, TX, or Remote***
Exceptional Hospitality Starts with You
This is your chance to be part of a team that is revolutionizing human hospitality in a digital world. As a Product Manager for Hilton's Contact Center technologies, you will bring your technical skills to a hospitality company with an award-winning culture.
Reporting to the Senior Manager Product Management, you will help drive forward the Guest Engagement Manager platform, simplifying and enhancing both our guest and agent experience with a focus on automation, customer support capabilities, and data-driven usability.
What you'll do during a typical day:
- Guide the Hilton Reservation & Customer Care Product roadmap, especially as it relates to the Guest Engagement Manager platform
- Define and present new product concepts to technical and non-technical partners
- Write top-notch requirements and work with the development team to build and bring concepts to life for our contact center agents
- Collaborate with Engineering and Design in an Agile environment to build new features and solve product issues
- Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through supported products
- Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives
- Pinpoint customer needs (owners, Hilton Honors members, guests, partners, and Team Members) to help define and prioritize product features that drive the most impact
How you'll collaborate with others:
- Build trusted working relationships across Hilton, including working with software engineering, experience design, contact center operations and analytics, brands, property, policy/regulatory, and market-facing teams
- Work with the contact center business and operations leadership to align on objectives and priorities
- Partner with internal Product teams on cross-functional projects
Deliverables you'll take ownership of:
- Identify and build new opportunities to improve the contact center agent experience and automate internal processes with new product capabilities
- Define and prioritize Guest Engagement Manager features working with Technology, UX and Accessibility
What It Takes to Make the Stay
You have these minimum qualifications:
- Five (5) years of work experience in Product Management, Technology Project Management, Program Management or related field
- Experience in roadmap planning along with writing detailed product specs and documentation
- Experience in an Agile or Scrum
It would be useful if you have:
- Bachelor's degree in Business, Computer Science, Engineering or related fields
- Seven (7) years of work experience in Product Management, Technology Project Management, Program Management or related field
- Contact Center technology experience
- Experience writing user stories using tools like Jira and gathering requirements from several partners
- Experience in the hospitality, travel, or transportation industry
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
- Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
- Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
- Financial security for your future – Our retirement plans make it easier to save for what's next
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.
As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $90,000 – $145,000 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-REMOTE