Director, Customer Engagement Operations
About The Position
The Director, Customer Engagement Operations supports Hilton’s Marketing team in driving customer acquisition and retention, strengthening engagement through multi-channel marketing campaigns, and increasing awareness of loyalty benefits. Based in a corporate office in McLean, Virginia, or Dallas, Texas, this role leads operations for omnichannel messaging and helps shape the developing omnichannel strategy. It uses knowledge of marketing technology—including messaging platforms, website and app operations, content systems, and customer data platforms—to maximize opportunities across channels and deliver personalized customer experiences. The Director provides strategic oversight of channel operations, performance, technology capabilities, team leadership, stakeholder partnerships, analytics, industry best practices, budgets, and resourcing. The role leads a cross-functional team of channel operators across global offices and fosters a culture of continuous improvement and operational excellence. It reports to the VP, Global Personalization and partners with the Owned Channel Strategy team to ensure marketing plans are reflected in channel operations. The position follows a hybrid work schedule in McLean, VA, or Dallas, TX, and requires travel of up to 20%.
Requirements
- Ten years of work experience in marketing or digital operations.
- Five years of work experience managing an operations team.
- Experience with customer engagement platforms and technology.
- Understanding of customer data platforms and other marketing technologies and systems.
- Ability to travel up to 20%.
- Ability to work a hybrid schedule in McLean, VA, or Dallas, TX.
Nice To Haves
- Experience with Braze.
- Experience working in a large global, matrixed organization.
- Experience developing continuous improvement practices and processes.
- Understanding of and expertise in messaging development and deployment processes.
- Experience using data and analytics to drive channel strategy and measure its effectiveness.
Responsibilities
- Lead complex channel operations to deliver high-quality customer communications and improve efficiency, operating models, and quality processes.
- Align customer needs with business goals to drive growth across key segments, strengthen retention, and maximize channel performance.
- Partner with Marketing Technology, Digital, and Customer teams to enhance channel capabilities and implement technology solutions.
- Use the Customer Engagement Platform, Customer Data Platform, CMS, content repositories, customer technologies, and APIs to maximize business opportunities.
- Lead a cross-functional team of channel operators across global offices, build team culture, and support team capability and growth.
- Collaborate with business stakeholders, marketers, technology, creative, and analytics teams to provide a consistent and impactful customer experience.
- Analyze channel and campaign performance and apply insights and best practices across channel operations.
- Monitor trends and best practices across email, messaging, push notifications, and web channels.
- Provide strategic oversight of budgets and resources, allocating them effectively to maximize business value.
- Respond to urgent challenges and adjust strategies as needed while minimizing customer impact.
- Partner with the Owned Channel Strategy team to ensure marketing plans are accounted for in operations.
- Foster continuous improvement and operational excellence, supporting team members’ development.
Benefits
- Hilton Go Hilton travel program with 110 nights of discounted travel and room rates as low as $40 per night.
- Employee stock purchase program with a 15% discount on Hilton shares.
- Paid parental leave for eligible Team Members, including partners and adoptive parents.
- Caregiving concierge services.
- Crisis Concierge support.
- Free counseling and support through the Employee Assistance Program for eligible Team Members.
- Paid time off.
- Health and welfare plans, including medical, dental, and vision coverage.
- Retirement plans.
- Hilton Annual Incentive (Bonus) Plan eligibility, subject to plan terms and conditions.
- Long-term incentive plan eligibility, subject to plan terms and conditions.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
