Senior Manager, MarTech Operations Support - Customer Data Platforms

Hilton • Addison, TX

1d • Onsite

About The Position

This is your chance to be part of the Marketing team attracting customers to Hilton through storytelling, top-rated rewards, and unique customer experiences and partnerships. As a Senior Manager, MarTech Operations Support, you will bring your analytical and technical skills to a hospitality company with an award-winning culture. On the Marketing Technology (MarTech) Operations Support team, you will report to the Director of MarTech Operations Support. You will support Hilton's modern MarTech platforms ensuring a personalized experience for Hilton's customers. Additionally, you will ensure seamless use by Hilton's Loyalty & Marketing team.

Requirements

• Seven (7) years of professional work experience in Technology or related field
• Two (2) years' experience with CDP, Database, or enhancements (ex. Redshift, Oracle, Teradata, SQL Server or Treasure Data experience)
• Two (2) years of SQL experience for system support, including proficiency in writing complex queries, JOINs, CASE logic, functions, and qualifiers
• Experience working with data integrations including ingestion and export processes (ex. API, sFTP, and AWS S3)
• Experience with service management and collaboration tools (ex. Jira, ServiceNow, Salesforce, Confluence, and SharePoint)

Nice To Haves

• BA/BS Bachelor's Degree in Information Systems, Computer Science, or related field
• Five (5) years of Marketing technology experience
• DBA, Data Engineer, or Data Analyst experience for enterprise platforms
• Cloud or 3rd Party SAAS platform experience
• API integration support experience
• Project Management, IT Service Management, or Support Helpdesk experience
• Experience managing teams or mentoring junior team members
• Hospitality, Travel, or Technology industry experience

Responsibilities

• Perform as team expert for Hilton's Customer Data Platform (CDP) and other MarTech database-related support issues and requests
• Work with Data Engineers on data related issues by conducting analysis and testing support until resolution
• Be the Team Lead on formal RCA reviews for CDP and Database related issues
• Engage Product and IT teams for new CDP and data integration processes for ongoing support and team knowledge sharing
• Develop reusable ad hoc SQL scripts, API scripts, views and stored procedures across the team for CDP and data related issues and service requests
• Assist team in setting up and evolving data access controls and access request protocols
• Assist in setup and ongoing monitoring of CDP's processes and data health
• Be a team lead for data governance and data quality standards, driving best practices and continuous improvement
• Provide and maintain support documentation for MarTech Platforms with emphasis on CDP and MarTech database integrations (ex. KBAs, SOPs, User Access Requests)
• Backup MarTech Operations team members for everyday support issues and requests for all MarTech platforms
• Work directly with platform users, solution providers, IT and Service Management teams for issues, minor system enhancements, or system maintenance cycles with emphasis on CDP and MarTech database integrations
• Represent team by attending meetings with users, IT and platform providers for CDP and data related items
• Coordinate issue resolution across IT and vendors for MarTech platform data integrations
• Coach other team members to support data integration processes and issues
• Communicate updates with Senior Leadership on system and data-related issues
• Ensure team is following best practices in supporting data integrations
• Provide training and knowledge sharing for CDP and MarTech Database integrations
• Perform as Team Lead for CDP and MarTech database issues, support capabilities, and process improvements
• Support team in onboarding of new MarTech platforms or capabilities with focus on data integrations (ex. user access, data imports and extracts, monitoring)
• Oversee ad-hoc requests including one-time data loads and extracts
• Help establish and advocate for Hilton's data management and governance processes
• Strengthen team by building data support scripts and establishing processes to better support Hilton's CDP and MarTech databases
• Assist team with other non-data related platform support activities

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees