Manager Customer Excellence (Projects) (
Job Number:
COR015AA)
Work Locations
: Hilton Reservations and Customer Care – Dallas 15305 N Dallas Parkway Suite 600 Addison 75001
***This role is based at our corporate office in Dallas, TX or Remote***
This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Manager on the Customer Excellence Team, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. Reporting to the Director Customer Excellence, you will be the primary representative for Hilton Reservations and Customer Care (HRCC) on both internal and corporate projects. The Manager will collaborate with other project managers, owners and participants to ensure all HRCC requirements and timelines are captured and completed.
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:
- Manage HRCC internal and corporate project deliverables using industry-standard project management tools
- Be primary relationship manager for partnerships (internal and external)
- Maintain project tracking tools and documentation to support the intake and oversight of new project requests
- Work with teams to develop comprehensive business cases including approval rationale, budget requirements, implementation criteria and resource allocation
- Conduct and document business plans, standard operating procedures (SOPs), project trackers and reporting requirement sessions
- Study and document standard processes and implement change to improve efficiency
- Be project lead coordinating teams and managing deliverables across multiple workstreams
- Be the HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to ensure HRCC requirements and timelines are defined and met
How you will collaborate with others:
- Partner with Process and Project Analysts to study, document and implement business and process changes related to partnership programs
- Participate in partner project meetings representing HRCC, and document business discussions, outcomes, actions, and risks
- 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 additional HRCC, corporate and technical projects when not engaged in partnership specific projects
What projects you will take ownership of:
- As part of HRCC Shared Services, you will be responsible for customer success projects related to internal and external partnerships, brands, and corporate pillar programs
- Time not dedicated to partnership-specific responsibilities will be allocated to supporting other HRCC and enterprise-wide projects and operational processes
WHY YOU’LL BE A GREAT FIT
You have these minimum qualifications:
- Four (4) years of project management, Agile methodology, and business process experience
- Two (2) years’ experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts
- Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma
- Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports
- Experience collaborating with partner teams and senior leadership to guide strategic initiatives
- Travel less than 10%
It would be useful if you have:
- Four (4) years of experience in project management or process/project management
- 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!
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 $70,000 – $100,000 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
EOE/AA/Disabled/Veterans
Schedule
: Full-timeBrand: Hilton Corporate
Shift
: Day Job
Job Level
: Manager
Job
: Technology
