Senior Manager, Stay Experience (Digital Arrival) at Hilton Global in McLean, Virginia

Job Description:

***This role is based at one of our corporate offices in McLean, VA, or Dallas, TX***

This is your chance to be part of the next-generation Strategy, Insights, and Analytics team of internal consultants to all teams across Hilton! The team ensures that Hilton's strategy and customer experience are informed by analytics and customer insights combining technical talent with industry expertise to guide progress towards Hilton's goals. As a Senior Manager, Stay Experience, you will use customer insights to guide activation and adoption of digital experience strategies. On the Customer Excellence & Innovation team reporting to the Senior Director of Stay Experience, you will help evolve digital stay experiences including the Digital Arrival & Self-Service product portfolio.

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: 100 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.

What your day-to-day will be like:

• Drives Digital Arrival product advocacy and adoption across the organization to achieve business outcomes
• Partners with the Business Owner to facilitate alignment across brands and business teams for new and evolved capabilities, including how we activate, improve, and achieve scale across the enterprise
• Leads content development for best practices, learning and training materials, and communications to support hotel adoption
• Champions knowledge sharing, documentation, project management, and reporting throughout the product life cycle
• Maintain customer focus by considering the implications of Digital Arrival experiences to major stakeholder groups and developing feedback loops to ensure customer feedback aligns with the ongoing product strategy

How you will collaborate with others:

• Build trusted and highly effective working relationships across Hilton and with vendors, including working closely with product, brands, engineering, design, data science, analytics, property, policy/regulatory, and market-facing teams
• Partner with internal and external teams to establish, maintain, and improve successful operations of digital products at properties
• Partner with analytics, insights, and business teams to align product outcome goals with relevant metrics, continuously evaluating insights, and monitoring performance

What projects you will take ownership of:

• Successful adoption and operations of Digital Arrival products across all global Hilton properties to improve the experience for guests, hotel team members, and owners

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Seven (7) years of professional work experience
• Five (5) years in change management, product operations, business operations, or related experience in a digital environment
• Three (3) years leading efforts to drive new capabilities at scale
• Travel up to 25%, as needed

It would be useful if you have:

• BA/BS Bachelor's Degree in technology, business, marketing, hospitality, or a related field
• Three (3) years of experience in hospitality, with an understanding of hotel operations
• Experience working with Digital Arrival & Self-Serviceproducts
• Experience in an Agile development environment
• Experience with cloud platforms, product environments, or related technologies
• Experience using analytics tools to compile and share performance reporting

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World's Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws.

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

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