Senior Director, HRCC Strategy, Product, & Automation at Hilton Global in Addison, Texas

Job Description:

***This role is based at our corporate office in Dallas, TX, or Remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As the Sr. Director, HRCC Strategy, Product and Automation, you will drive HRCC business strategy and product vision for our contact centers, providing thought leadership and planning to HRCC business, technology, and teams to drive towards the vision.

What will I be doing?

On the HRCC Strategy, Product, and Automation team reporting to the VP HRCC, you will balance between Product team leadership and HRCC strategy thought leadership as an individual contributor to build and maintain productive relationships with Senior Leaders across the organization. You will formulate, understand, and drive business objectives and strategies to promote contact center innovation through technology and automation with a data-driven test and learn approach.

Your responsibilities will also include:

• You will be committed to identifying areas for automation and optimal use of existing and new approaches or technology capabilities to drive efficient operations while maintaining and improving customer satisfaction levels.
• Your product teams will work with business teams to gather requirements and create user stories and roadmaps to improve outcomes through technology, processes, and/or organizational innovation and automation.
• Create and lead strategic roadmaps for HRCC, including contact center strategies, test and learn, and automation approaches, for all products used primarily by HRCC in line with Hilton's vision, enabling a competitive advantage using innovative solutions to serve our customers.

• Own, develop, and nurture strong relationships between the business and development teams capturing a clear understanding of business requirements, user stories, and technology capabilities
• Manage relationships with external software partners and collaborate to adopt the latest technology that provides great guest and agent experiences while driving efficiency, including effective procurement practices of building/maintaining contracts that create mutual benefits, foster ongoing positive relationships, and ensure contractual obligations are met.
• Collaborate with peers to establish goals and plans to prioritize, organize, and accomplish project and department objectives.
• Develop and provide mentorship to team members by giving constructive feedback and using existing resources to ensure future leaders are identified and developed so they can reach their potential.

• Direct responsibility for product management of CRM, Interactive Voice Response (IVR), our scorecard/gamification/coaching tool, our customer feedback tool including NLP and surveys, and our payroll timekeeping system.
• Provide HRCC business strategy and guidance to other functional and product teams that impact HRCC such as Messaging, B2B, Groups/Meetings/Events, Digital Payments, and more.
• Use strong industry knowledge, innovative approaches, and strength in data analysis to facilitate discussions and build recommendations

Success will demonstrate itself through the following attributes and skills:

• We are looking for operational and technical visionaries who are passionate about hospitality and who love to have the chance to drive improvements in a Contact Center environment. We believe success in this role will demonstrate itself through the following attributes and skills:

• Ten (10) + years of leadership experience in a high volume, multi-channel global Contact Center environment
• Five (5) + years of leading and inspiring teams to transform the status quo and providing appropriate change management through effective storytelling
• Experience building strategies using data-driven and test-and-learn approaches, and Contact Center technology including implementing new technology for large Contact Centers
• Strong understanding of Contact Center efficiency and effectiveness levers that drive desired outcomes, balancing guest satisfaction, budget target, and team engagement
• Knowledge of Contact Center technology, especially Qualtrics, Salesforce CRM, Amazon Connect IVR and ACD, Alvaria WFM, Microstrategy, or related fields

• Bachelor's Degree in Business, Technology, Analytics or other related fields
• Experience in a product-related, contact center leadership or customer experience
• Experience with CRMs, IVRs, NLP, agent scorecards, AI, and other contact center technology and associated strategies
• Knowledge of financial data related to IT projects and the ability to demonstrate an ROI and analyze the results of a system roll-out to determine if it has achieved the desired outcomes.
• Experience in the Travel and Hospitality industry

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 our benefits such as the Go Hilton travel program, employee stock purchase program, and paid time off including parental leave.

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.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our 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 and our travel discount. The annual salary range for this role is $130,000 - $210,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, and the Company's long-term incentive plan, consistent with other team members at the same level and/or position within the Company. #LI-REMOTE