***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 the Sr. Director, HRCC Strategy, Product and Automation, you will drive HRCC business strategy and product vision for our contact centers, providing thought leadership and planning to HRCC business, technology, and teams to drive towards the vision.

What will I be doing?

On the HRCC Strategy, Product, and Automation team reporting to the VP HRCC, you will balance between Product team leadership and HRCC strategy thought leadership as an individual contributor to build and maintain productive relationships with Senior Leaders across the organization. You will formulate, understand, and drive business objectives and strategies to promote contact center innovation through technology and automation with a data-driven test and learn approach.

Your responsibilities will also include:

• You will be committed to identifying areas for automation and optimal use of existing and new approaches or technology capabilities to drive efficient operations while maintaining and improving customer satisfaction levels.
• Your product teams will work with business teams to gather requirements and create user stories and roadmaps to improve outcomes through technology, processes, and/or organizational innovation and automation.
• Create and lead strategic roadmaps for HRCC, including contact center strategies, test and learn, and automation approaches, for all products used primarily by HRCC in line with Hilton’s vision, enabling a competitive advantage using innovative solutions to serve our customers.

How you will collaborate with others:

• Own, develop, and nurture strong relationships between the business and development teams capturing a clear understanding of business requirements, user stories, and technology capabilities
• Manage relationships with external software partners and collaborate to adopt the latest technology that provides great guest and agent experiences while driving efficiency, including effective procurement practices of building/maintaining contracts that create mutual benefits, foster ongoing positive relationships, and ensure contractual obligations are met.
• Collaborate with peers to establish goals and plans to prioritize, organize, and accomplish project and department objectives.
• Develop and provide mentorship to team members by giving constructive feedback and using existing resources to ensure future leaders are identified and developed so they can reach their potential.

What initiatives you will take ownership of:

• Direct responsibility for product management of CRM, Interactive Voice Response (IVR), our scorecard/gamification/coaching tool, our customer feedback tool including NLP and surveys, and our payroll timekeeping system.
• Provide HRCC business strategy and guidance to other functional and product teams that impact HRCC such as Messaging, B2B, Groups/Meetings/Events, Digital Payments, and more.
• Use strong industry knowledge, innovative approaches, and strength in data analysis to facilitate discussions and build recommendations