Analyst Project Management

Category:
Call Center

Job Schedule:

Full time

Posted Date: T18:16:58+00:00

Job Shift:

Equal Opportunity

Employer:

EOE, including disability/vets

Exceptional Hospitality Starts with You

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 Project Analyst, 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. On the Hilton Reservations and Customer Care (HRCC) team, you will report to Director of Customer Excellence.

You will apply project management skills for multiple initiatives and business-as-usual activities, requiring the use of project management tools, data collection and analysis, and process fundamentals.

What you'll do during a typical day:

* Manage HRCC internal and corporate project deliverables using industry-standard project management tools

* Manage projects from initial consultation through full execution, ensuring communication of progress and status updates

* Maintain project plans and artifacts, reporting, and work with teams to build cases for project approvals

* Conduct and document business plans

* Study and document standard processes and implement change to improve efficiency

How you'll collaborate with others:

* Partner with Process Analysts to document and implement business and process changes

* Lead project meetings and serve as the project representative for HRCC, document business discussions, outcomes, actions, and risks

* Bring teams together to document tasks, assign owners and timelines, and create a framework for follow-up and execution

* Communicate status of projects, calling out risks and accomplishments

Projects you'll take ownership of:

* As part of HRCC Shared Services, manage projects related to ongoing HRCC contact center operations and corporate initiatives, including implementations, site launches, and other projects

What It Takes to Make the Stay

You have these minimum qualifications:

* Two (2) years' experience in project or program management, Shared Services, Agile methodologies, or business process improvement

* Two (2) years' experience working in a large, multi‑function contact center environment.

* Proficiency in PowerPoint, Smartsheet, Excel (including maintaining complex spreadsheets), and Microsoft Project or similar (such as Asana, Trello)

* Proficiency with tools such as Visio and Smartsheet, coupled with the skill to craft compelling narratives using data, text, and visualizations

* Travel less than 10%

It would be useful if you have:

* Four (4) years of experience in project program, Shared Services, or process management

* PMP or relevant project management or Agile certification

How We'll Help You Thrive

At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

* Incredible travel perks - Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program

* Own a piece of Hilton - Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future

* Paid parental leave - Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents

* Personalized caregiving support - Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones

* Crisis concierge - In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care

* Mental health resources - Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)

* Generous paid time off (PTO) - Recharge, relax, and take time for what matters most

* Health & welfare benefits - From checkups to…