Hilton · 10 hours ago

Senior Director, HRCC Strategy, Product, & Automation

Addison, TX

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

$130K/yr - $210K/yr

10+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Data-driven strategiesContact Center technologyLeadership experienceChange managementCRM (Salesforce)IVR (Amazon Connect)NLP toolsFinancial data analysisHospitality industry experienceAgile methodologiesProduct managementTeam engagement

Required

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

Preferred

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