Manager Product Management

Hilton • Addison, TX

23h • Remote

About The Position

This is your chance to be part of a team that is revolutionizing human hospitality in a digital world. As a Product Manager for Hilton's Contact Center technologies, you will bring your technical skills to a hospitality company with an award-winning culture. Reporting to the Senior Manager Product Management, you will help drive forward the Guest Engagement Manager platform, simplifying and enhancing both our guest and agent experience with a focus on automation, customer support capabilities, and data-driven usability. What you'll do during a typical day: Guide the Hilton Reservation & Customer Care Product roadmap, especially as it relates to the Guest Engagement Manager platform Define and present new product concepts to technical and non-technical partners Write top-notch requirements and work with the development team to build and bring concepts to life for our contact center agents Collaborate with Engineering and Design in an Agile environment to build new features and solve product issues Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through supported products Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives Pinpoint customer needs (owners, Hilton Honors members, guests, partners, and Team Members) to help define and prioritize product features that drive the most impact How you'll collaborate with others: Build trusted working relationships across Hilton, including working with software engineering, experience design, contact center operations and analytics, brands, property, policy/regulatory, and market-facing teams Work with the contact center business and operations leadership to align on objectives and priorities Partner with internal Product teams on cross-functional projects Deliverables you'll take ownership of: Identify and build new opportunities to improve the contact center agent experience and automate internal processes with new product capabilities Define and prioritize Guest Engagement Manager features working with Technology, UX and Accessibility

Requirements

• Five (5) years of work experience in Product Management, Technology Project Management, Program Management or related field
• Experience in roadmap planning along with writing detailed product specs and documentation
• Experience in an Agile or Scrum

Nice To Haves

• Bachelor's degree in Business, Computer Science, Engineering or related fields
• Seven (7) years of work experience in Product Management, Technology Project Management, Program Management or related field
• Contact Center technology experience
• Experience writing user stories using tools like Jira and gathering requirements from several partners
• Experience in the hospitality, travel, or transportation industry

Responsibilities

• Guide the Hilton Reservation & Customer Care Product roadmap, especially as it relates to the Guest Engagement Manager platform
• Define and present new product concepts to technical and non-technical partners
• Write top-notch requirements and work with the development team to build and bring concepts to life for our contact center agents
• Collaborate with Engineering and Design in an Agile environment to build new features and solve product issues
• Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through supported products
• Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives
• Pinpoint customer needs (owners, Hilton Honors members, guests, partners, and Team Members) to help define and prioritize product features that drive the most impact
• Build trusted working relationships across Hilton, including working with software engineering, experience design, contact center operations and analytics, brands, property, policy/regulatory, and market-facing teams
• Work with the contact center business and operations leadership to align on objectives and priorities
• Partner with internal Product teams on cross-functional projects
• Identify and build new opportunities to improve the contact center agent experience and automate internal processes with new product capabilities
• Define and prioritize Guest Engagement Manager features working with Technology, UX and Accessibility

Benefits

• 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
• Employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount
• Paid parental leave – for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services
• Crisis concierge – offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO)
• Health & welfare benefits – variety of health plans
• Retirement plans
• Hilton Annual Incentive (Bonus) Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager