Remote Senior Manager Product Management (Contact Center) @ Hilton

This is your chance to be part of the Hilton Reservations and Customer Care (HRCC) Team that is revolutionizing human hospitality in a digital world. As a Senior Manager Product Management for Hilton’s Contact Center platform, you will bring your technical and contact center skills to a hospitality company with an award-winning culture. Reporting to the Senior Director of HRCC Strategy, Product & Automation, you will help grow the Hilton contact center experience with an eye toward innovation, simplifying and enhancing guest and agent support, while ensuring our call center goals are accomplished. ***This role is based at our corporate office in Dallas, TX, or Remote***

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 will be like:

• Define and track metrics that measure the success of products to identify new opportunities to increase revenue, improve customer and agent experiences, reduce operational costs, and provide the most impact
• Collaborate with software engineering, experience design, contact center strategy, operations and analytics teams to lead product strategy
• Write top-notch requirements and ensure technical teams are aligned with your requirements
• Troubleshoot and resolve bottlenecks, provide escalation management, anticipate and decide on trade-offs, and balance business demands with technical/time constraints
• Apply a blend of quantitative data and qualitative feedback to find opportunities to enhance the customer experience through supported products
• Maintain industry expertise in fast evolving AI technology and automation capabilities
• Coordinate with functional product teams and call center operations to implement integrated solutions for a seamless customer experience
• Create and share roadmaps and calendars of events for updates and enhancements to the products supported

How you will collaborate with others:

• Develop relationships between the business and technology development teams, leading and capturing a clear understanding of requirements, user stories, and technology capabilities
• Collaborate with peers to establish product vision, goals and plans to prioritize project and HRCC objectives
• Collaborate, influence and form positive partnerships on large-scale projects with team members in groups, technology providers and all levels across a matrixed organization

What projects you will take ownership of:

• Manage the contact center platform/CRM product strategy from concept through launch on both Enterprise and HRCC initiatives
• Your role will focus on the growth and evolution of contact center products
• Strategy and implementation of self-service, customer (guest and agent) use of the tools and automation through all channels

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

• Seven (7) years or more of work experience in product, customer experience, high-volume contact center technology, customer support or related field
• Experience in Agile roadmap planning, including the use of tools like Jira to manage workflows and track progress
• Experience leading a team and influencing others
• Travel up to 10%

It would be useful if you have:

• Bachelor’s Degree in related fields
• Expertise with Salesforce Service Cloud as a Contact Center platform
• Ten (10) or more years’ experience in a product-related, high-volume contact center technology or customer experience/customer support roles
• Experience working across a large and matrixed organization
• Knowledge of financial data related to IT projects and ability to demonstrate a return on investment and analyze the results of a system roll-out to determine if it has achieved the desired outcomes
• Knowledge of telephony systems (Amazon Connect preferred), NLP (Qualtrics preferred), Scorecards (Centrical preferred) AI and other high-volume contact center technology

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. 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 $100,000 – $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.