Manager Product Management (Contact Center) at Hilton Global in Addison, Texas

Job Description:

***This role can be located in Dallas, TX, McLean, VA, Memphis, TN or be Remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Manager Product Management for Hilton's Contact Center technologies, you will bring your technical and contact center skills to a hospitality company with an award-winning culture. Reporting to the Senior Director of Product Management, Automation, Test & Learn and HRCC Strategy, you will help drive forward the Hilton customer support experience, simplifying and enhancing guest and agent support, while ensuring our call center goals are accomplished.

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:

• Create and lead strategic roadmap for contact center tools consisting of Interactive Voice Response (IVR), scorecard/gamification/coaching tool, customer feedback tool including NLP and surveys, payroll timekeeping system, workforce management system, online FAQ support page that is accordant with Hilton's vision and enables a competitive advantage using leading-edge solutions in serving our customers
• Collaborate with software engineering, experience design, call center operations, and analytics teams to lead product strategy
• Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through supported products
• Maintain industry expertise in fast-evolving AI technology and automation capabilities
• Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives
• Coordinate with functional product teams and call center operations to impart integrated solutions for a seamless customer experience.
• Create and share roadmaps and calendars of events for updates and enhancements to the products supported

How you will collaborate with others:

• Build trusted working relationships across the product working team
• Work with call center business and operations leadership to ensure objectives and priorities are inline
• Partner with other product managers and channel owners to ensure alignment of strategy, goals, and timelines

What projects you will take ownership of:

• Your role will focus on the growth and evolution of contact center products
• Strategy and implementation of self-service, customer (guest and agent) use of the tools and automation through all channels

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Five (5) years of work experience in product management in contact center technology, customer experience or customer support
• Experience in roadmap planning along with Agile process with tools such as Jira, plus feature and requirements development
• Travel up to 10%

It would be useful if you have:

• Bachelor's Degree in related fields
• Seven (7) years experience in a product-related, contact center technology or customer experience role
• Experience in customer support roles
• Experience with IVRs, NLP, scorecards, AI, and other high-volume contact center technology
• 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.

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.

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 $85,000 - $130,000 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, consistent with other team members at the same level and/or position within the Company. #LI-REMOTE

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