Senior Manager Service Improvement Program (Coach)

Hilton • McLean, VA

7d • $100,000 - $130,000 • Remote

About The Position

This is your opportunity to be part of Hilton's in-house Brands team of industry experts, partnering directly with hotel leaders to elevate the guest experience through structured service improvement efforts. The Service Improvement Program focuses on Hilton's lowest-performing hotels, generally those in the bottom 5-10% of Service Quality performance as measured by Stay Score. As a Senior Manager Service Improvement Program (Coach) reporting to the Director Service Improvement Program, you will coach a portfolio of hotels through Hilton's Service Improvement Program, helping leadership teams identify opportunities, work through root cause analysis and process improvement assessments, activate solutions, and sustain performance improvements over time. You will be a trusted advisor, coaching on-property leaders, above-property representatives, and their teams through a structured improvement journey that drives meaningful, measurable, and sustainable change.

Requirements

• Five (5) years of management experience in Hotel Operations
• Three (3) years of experience as a General Manager, Executive Committee Member, or Director on property
• Valid Driver's license
• Travel up to 75%

Nice To Haves

• BA/BS Bachelor's Degree
• Experience in service improvement, consulting, or operational excellence programs
• Experience or training in Root Cause Analysis and Process Improvement
• Fluency in Spanish
• Problem resolution and consulting skills to mitigate potential conflicts/issues with general managers, owners, and internal customers while upholding the integrity of the brand

Responsibilities

• Coach assigned hotels through all phases of the Service Improvement Program lifecycle (diagnosing, action planning, and activating)
• Facilitate structured discussions to identify guest friction points, service gaps, top problem root causes, and process improvement opportunities.
• Coach hotel teams in building clear, actionable improvement plans that address top problems and drive sustainable results.
• Monitor progress against action plans and help teams stay focused on execution and outcomes.
• Serve as a trusted advisor to hotel leadership teams, providing coaching, challenge, and guidance to accelerate performance improvement and sustain results.
• Analyze guest feedback, operational data, and field observations to inform recommendations.
• Navigate complex situations while balancing brand standards and owner expectations.
• Participate in calibration and consistency exercises to ensure alignment in program delivery.
• Manage travel and workload to support hotel engagement and program cadence.
• Build strong, trust-based relationships with on-property leaders and above-property representatives.
• Partner with Brand Performance Support, Quality Assurance, Brand Management, and other corporate teams to align on improvement priorities.
• Act as a liaison between hotels and corporate partners to clarify expectations and drive solutions.
• Communicate effectively with stakeholders at all levels including senior leaders, management companies, and owners.
• Contribute to a collaborative team environment, sharing insights and best practices across Coaches.
• End-to-end management of Service Improvement Program delivery, ensuring consistent execution across an assigned portfolio of hotels
• Progress tracking, reporting, and documentation of hotel improvement journeys
• Coordinate hotel engagement schedules, travel planning, and follow-up activities
• Identify and communicate program trends, risks, and opportunities for continuous improvement

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 – 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree