What are the responsibilities and job description for the Senior Director, HRCC Strategy, Product, position at Hilton Hotels Corporation?
Job Title
About the Role:
This is an exciting opportunity to join our Customer Care Team as we revolutionize human hospitality in a digital world.
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.
Key Responsibilities:
- 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.
- 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.
- IDentify 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.
- 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.
What We're 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.
- Experience building strategies using data-driven and test-and-learn approaches, and Contact Center technology including implementing new technology for large Contact Centers.
- A 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.
About Us:
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.
We offer 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, paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, and more.
The annual salary range for this role is $130,000 - $210,000 and is determined based on applicable and specialized experience and location.
Salary : $130,000 - $210,000
