Senior Director, HRCC Strategy, Product, & Automation

Job Description – Senior Director, HRCC Strategy, Product, & Automation (HRC010IC) Job Number: Senior Director, HRCC Strategy, Product, & Automation (HRC010IC) Work Locations Hilton – System Solutions – Dallas 15305 N Dallas Parkway Suite 600 Addison 75001 ***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: 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. Working with business teams to gather requirements and create user stories and roadmaps to improve outcomes through technology, processes, and/or organizational innovation and automation. Creating and leading 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. How you will collaborate with others: Owning, developing, and nurturing strong relationships between the business and development teams capturing a clear understanding of business requirements, user stories, and technology capabilities. Managing relationships with external software partners and collaborating to adopt the latest technology that provides great guest and agent experiences while driving efficiency. Collaborating with peers to establish goals and plans to prioritize, organize, and accomplish project and department objectives. Developing and providing mentorship to team members by giving constructive feedback and using existing resources to ensure future leaders are identified and developed. What initiatives you will take ownership of: Direct responsibility for product management of CRM, Interactive Voice Response (IVR), scorecard/gamification/coaching tool, customer feedback tool including NLP and surveys, and payroll timekeeping system. Providing 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. Using strong industry knowledge, innovative approaches, and strength in data analysis to facilitate discussions and build recommendations. What are we looking for? 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 drive improvements in a Contact Center environment. To fulfill this role successfully, you must possess the following minimum qualifications and experience: 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. Knowledge of Contact Center technology, especially Qualtrics, Salesforce CRM, Amazon Connect IVR and ACD, Alvaria WFM, Microstrategy, or related fields. It would be useful in this position for you to demonstrate the following capabilities and distinctions: 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. Experience in the Travel and Hospitality industry. What is it like working for Hilton? 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. 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), a 401(k) savings plan, and paid time off including parental leave. The annual salary range for this role is $130,000 – $210,000 and is determined based on applicable and specialized experience and location. Schedule Full-time Brand: Hilton Reservations & Customer Care #J-18808-Ljbffr