Senior Manager Customer Excellence (Contact Center Projects)
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:
- Manage HRCC internal and corporate project deliverables using industry-standard 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
How you will collaborate with others:
- 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 follow-up 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
What projects you will take ownership of:
- 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.
WHY YOU'LL BE A GREAT FIT
You have these 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 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%
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, 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.
Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term 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 non-birth 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, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $85,000 - $130,000 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.