Exceptional Hospitality Starts with You
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 improving human hospitality in a digital world. As the Senior Analyst Project Management,you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Customer Excellence team, reporting to Sr. Manager, Customer Excellence, you will project manage initiatives and business-as-usual activities. You will collect and analyze data and apply process fundamentals. It is critical to understand customer service or contact center business and partner with teams across the organization.
What you'll do during a typical day:
- Lead HRCC internal and corporate projects using industry-standard project tools
- Maintain project trackers and artifacts and work with teams to build a case for project approvals
- Communicate status of projects, risks and accomplishments
How you'll collaborate with others:
- Lead projects, assign owners and timelines, and create project plans
- Represent HRCC, document business discussions, outcomes, actions, and risks
- Coordinate efforts and assessments for deliverables across HRCC
- Partner with Process Analyst to take on workload related to process studies and documentation
Deliverables you'll take ownership of:
- Manage projects and guide new projects, including project approvals, status communications and follow-ups.
- Handle multiple tasks and plan and negotiate around conflicts or challenges
- Develop project plans and change strategies
- Deliver project status updates and risk to all levels of management
- Define projects for assessment, delivery, and maintenance
- Bring project deliverables to completion
- Work with functional and technical decision-makers to interpret needs into processes and process optimization
What It Takes to Make the Stay
You have these minimum qualifications:
- Two (2) years of operations, project management, or process management experience
- Command of PowerPoint, Excel (including maintaining complex spreadsheets), and Microsoft Project or similar (such as Asana, Smartsheet, Trello)
- Command of tools such as Visio and Smartsheet, coupled with the skill to create compelling narratives using data, text, and visualizations
- Travel less than 10%
It would be useful if you have:
- Four (4) years of experience in project management or process management
- PMP or relevant project management or Agile certification
- Two (2) years of experience in a contact center environment
- Supervised or led a team, contractors, and vendors through the process lifecycle
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
- Incredible travel perks – Enjoy 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
- Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
- Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
- Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
- Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
- Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
- Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
- Financial security for your future – Our retirement plans make it easier to save for what's next
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $60,000 – $85,000 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.
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