Senior Manager, MarTech Operations Support - Customer Data Platforms
***This role is based at one of our corporate offices in Memphis, TN, McLean, VA or Dallas, TX***
This is your chance to be part of the Marketing team attracting customers to Hilton through storytelling, top-rated rewards, and unique customer experiences and partnerships. As a Senior Manager, MarTech Operations Support, you will bring your analytical and technical skills to a hospitality company with an award-winning culture. On the Marketing Technology (MarTech) Operations Support team, you will report to the Director of MarTech Operations Support. You will support Hilton's modern MarTech platforms ensuring a personalized experience for Hilton's customers. Additionally, you will ensure seamless use by Hilton's Loyalty & Marketing team.
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:
- Perform as team expert for Hilton's Customer Data Platform (CDP) and other MarTech database-related support issues and requests
- Work with Data Engineers on data related issues by conducting analysis and testing support until resolution
- Be the Team Lead on formal RCA reviews for CDP and Database related issues
- Engage Product and IT teams for new CDP and data integration processes for ongoing support and team knowledge sharing
- Develop reusable ad hoc SQL scripts, API scripts, views and stored procedures across the team for CDP and data related issues and service requests
- Assist team in setting up and evolving data access controls and access request protocols
- Assist in setup and ongoing monitoring of CDP's processes and data health
- Be a team lead for data governance and data quality standards, driving best practices and continuous improvement
- Provide and maintain support documentation for MarTech Platforms with emphasis on CDP and MarTech database integrations (ex. KBAs, SOPs, User Access Requests)
- Backup MarTech Operations team members for everyday support issues and requests for all MarTech platforms
How you will collaborate with others:
- Work directly with platform users, solution providers, IT and Service Management teams for issues, minor system enhancements, or system maintenance cycles with emphasis on CDP and MarTech database integrations
- Represent team by attending meetings with users, IT and platform providers for CDP and data related items
- Coordinate issue resolution across IT and vendors for MarTech platform data integrations
- Coach other team members to support data integration processes and issues
- Communicate updates with Senior Leadership on system and data-related issues
- Ensure team is following best practices in supporting data integrations
- Provide training and knowledge sharing for CDP and MarTech Database integrations
What projects you will take ownership of:
- Perform as Team Lead for CDP and MarTech database issues, support capabilities, and process improvements
- Support team in onboarding of new MarTech platforms or capabilities with focus on data integrations (ex. user access, data imports and extracts, monitoring)
- Oversee ad-hoc requests including one-time data loads and extracts
- Help establish and advocate for Hilton's data management and governance processes
- Strengthen team by building data support scripts and establishing processes to better support Hilton's CDP and MarTech databases
- Assist team with other non-data related platform support activities
WHY YOU'LL BE A GREAT FIT
You have these minimum qualifications:
- Seven (7) years of professional work experience in Technology or related field
- Two (2) years' experience with CDP, Database, or enhancements (ex. Redshift, Oracle, Teradata, SQL Server or Treasure Data experience)
- Two (2) years of SQL experience for system support, including proficiency in writing complex queries, JOINs, CASE logic, functions, and qualifiers
- Experience working with data integrations including ingestion and export processes (ex. API, sFTP, and AWS S3)
- Experience with service management and collaboration tools (ex. Jira, ServiceNow, Salesforce, Confluence, and SharePoint)
It would be useful if you have:
- BA/BS Bachelor's Degree in Information Systems, Computer Science, or related field
- Five (5) years of Marketing technology experience
- DBA, Data Engineer, or Data Analyst experience for enterprise platforms
- Cloud or 3rd Party SAAS platform experience
- API integration support experience
- Project Management, IT Service Management, or Support Helpdesk experience
- Experience managing teams or mentoring junior team members
- Hospitality, Travel, or Technology industry experience
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.
