***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 Senior 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 work across multiple departments in the business and have a broad impact on the Hilton Reservations and Customer Care (HRCC) organization. The Senior 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 and process management tools
• Be a primary relationship manager for Hilton corporate teams (internal and external) on HRCC and Hilton wide projects
• Maintain project tracking tools, provide oversight on project and process requirements/documentation to support the intake and oversight of new Customer Excellence requests
• Work with teams to develop comprehensive business cases including approval rationale, budget, reporting and change management requirements, implementation criteria and resource allocation
• Conduct and document business plans, standard operating procedures (SOPs), project plans, process maps, and root cause analysis requirement sessions
• Study and document standard processes and implement changes to improve efficiency
• Be project lead coordinating teams and managing deliverables across multiple workstreams for HRCC and corporate wide projects
• Be the lead HRCC representative on both internal and corporate projects, part