Analyst Project Management

Hilton•Addison, TX

1d•Hybrid

About The Position

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.

Requirements

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%

Nice To Haves

Four (4) years of experience in project program, Shared Services, or process management
PMP or relevant project management or Agile certification

Responsibilities

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
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
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

Benefits

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 dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
Financial security for your future – Our retirement plans make it easier to save for what's next
Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.