***This role is based at our corporate office in Memphis, TN***

Exceptional Hospitality Starts with You

This is your chance to be part of an in-house Brand Performance Support team that delivers responsive and effective support to Hotel Leaders across over 9,000 hotels through close collaboration with many parts of the business!

As the Senior Director of Hotel Leader Support (HLS) reporting to the Vice President of Brand Performance Support, you will be responsible for leading the operational excellence, strategic vision, and automation roadmap of the HLS function that supports the maximization of hotel performance premiums and owner returns.

You will ensure the development and success of the HLS team as they provide first point-of-contact support for hotel leaders, while also driving innovation through technology, data-driven decision making, and automation. You will balance operational execution with strategic thought leadership, building strong partnerships across the enterprise to continuously evolve how Hilton supports hotel leaders and the owner investment.

What you'll do during a typical day:

• Lead the daily operations of the HLS function, which provides front-line operations-based support to hotel leaders across all brands in the US and Canada; serve as an escalation point for Hilton internal stakeholders such as Worldwide Sales and Safety & Security who rely on HLS to provide hotel invention support.
• Ensure the HLS team delivers against established service levels to ensure hotel leaders receive prompt, accurate, and expert support that aides hotel leaders in driving maximum hotel performance, both operationally and commercially.
• Ensure the HLS Team maximizes the use of core support systems such as BOSS, the Brand Support Center, and other platform-based resources when delivering daily support to hotel leaders.
• Lead recruitment, team development, auditing, and optimization of team workflows and processes that produce a high-functioning support center that positively impacts hotel performance and own returns.
• Drive the strategic vision and technology roadmap for HLS, ensuring alignment with the Brand Management Americas Platforms & Resources team and Hilton's enterprise technology strategy.
• Develop and execute a multi-year strategy for HLS that incorporates automation, AI, self-service capabilities, and workflow optimization to enhance hotel leader experience and operational efficiency.
• Identify opportunities to incorporate performance center/call center best practices, business processes, and technology capabilities from industries outside of hospitality.
• Champion a data-driven 'test and learn' approach to innovation, leveraging analytics, reporting, and trend analysis to continuously refine processes and tools.
• Connect and listen to hotel leaders to identify process gaps, improvement opportunities, and emerging support needs.
• Develop and share engagement reports, performance metrics, automation impact analysis, and newly uncovered trends to influence 1-3-5-year roadmap decisions.

How you'll collaborate with others:

• Represent HLS on committee meetings, task forces, and special projects as the strategic voice of hotel support.
• Work closely with Hilton internal stakeholders who utilize HLS as a hotel intervention point when d