Process Manager Customer Excellence

Hilton•Addison, TX

1d•$70,000 - $100,000•Remote

About The Position

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. HOW WE WILL SUPPORT YOU 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. HOW YOU WILL MAKE AN IMPACT Your role is important and below are some of the fundamental job duties that make your work unique.

Requirements

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%

Nice To Haves

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

Responsibilities

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)

Benefits

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)
medical and prescription drug coverage
dental coverage
vision coverage
life insurance
short-and long-term disability insurance
employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount
a 401(k) savings plan
20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment
up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents
10 paid holidays and 2 floating holidays throughout the year
up to 5 bereavement days
flexible spending accounts
a health savings account
an employee assistance program
access to a care coordination program (“Wellthy”)
a legal services program
an educational assistance program
adoption assistance
a backup childcare program
pre-tax commuter benefit
travel discount