Process Manager Customer Excellence

This role is based at our corporate office in Dallas, TX or Remote.

This is your chance to be part of a Reservations and Customer Care team that is revolutionizing human hospitality in a digital world. As the Process Manager, 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 Customer Excellence team reporting to the Director of Customer Excellence, you will lead operational and corporate projects.

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.

Your role is important and below are some of the fundamental job duties that make your work unique.

• Use formal business process management skills to document swim lanes, RACI charts and control plans
• Conduct process reviews and root cause analysis
• Create business controls, regular metrics reviews and recommendations
• Use Data to inform on opportunities and enhancements and root cause analysis
• Spot opportunities for driving innovation

• Interdepartmental collaboration within and outside of Hilton Reservations and Customer Care (HRCC)
• Identify project tasks and collaborate with teams to ensure successful completion
• Facilitate process training for team members

• Document processes for new programs and projects
• Manage process analyst(s)

You have these minimum qualifications:

• Five (5) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day both voice and nonvoice)
• Four (4) years of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio, or similar
• Experience analyzing contact center data to identify trends and using metrics to improve call center processes
• Experience managing multiple departmental projects from concept to completion
• Command of PowerPoint and Excel (or similar) with experience to build compelling stories with data, text, and visualization tools
• Domestic travel less than 10%

It would be useful if you have:

• Five (5) years of experience in process improvement plus two (2) years of project management
• BA/BS Bachelor's Degree with a background in business or related fields
• Trained and certified in Six Sigma, Agile or other process-related methodologies

Hilton, the #1 World s Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces.

Check out the Hilton Careers blog and social channels to learn more about what it’s like to be on Team Hilton!

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of…