***This role is based at one of our corporate offices in Memphis, TN, Dallas, TX, or Remote***

This is your chance to be part of the Hilton Reservations and Customer Care (HRCC) Team which 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.

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: 100 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