Manager, Customer Excellence

Work Locations

Hilton Reservations & Customer Care – Carrollton

2050 Chennault Dr.

Carrollton 75006

Hilton Reservations and Customer Care is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We are a global team dedicated to delivering personalized solutions that inspire a passion for travel with the goal of creating a lasting impression with every Hilton customer with whom we interact. As the Manager of Customer Excellence, you will partner with business leaders to foster a culture of continuous improvement, providing thought leadership and influencing change across all levels by guiding the application of our methodology.

What will I be doing?

As the Manager of Customer Excellence, you will innovate and influence across multiple departments to inspire Team Members to focus on the “Voice of the Customer” and constantly enhance the customer experience. You will need a passion for implementing change and make analytical and data-driven decisions to improve, measure, and maximize the value of every customer interaction.

As a Team Member in this role, you will be responsible for:

Continuous Improvement Efforts –

Developing a culture of continuous improvement and lean thinking by creating an understanding of common principles among the organization
Utilizing data-driven and structured problem solving tools to improve process capability, optimize performance, and improve the customer experience
Identifying areas of opportunity, investigating root-cause, and implementing continuous improvement practices
Training and supporting Team Members across all levels in the fundamentals of continuous improvement, using appropriate tools and methodologies
Facilitating continuous improvement activities and standardizing processes by leveraging lean principles
Continuously enhancing the organization by leveraging best practices
Implementing appropriate visual controls to ensure lasting results

Leading, Planning, and Organizing –

Prioritizing projects and coordinating departmental and non-departmental resources
Leading the team of Project Specialists responsible for conducting continuous improvement events

Reporting –

Developing, analyzing, and maintaining Customer Excellence reports and dashboards

Influencing –

Influencing others, equal to Director level and above, to ensure continuous improvement efforts are cascaded throughout the organization

Living our organizational tenets –

Advocate for customers by actively identifying areas to enhance their experience
Build and execute process improvements recommendations
Celebrate the team and mentor, develop, and guide Team Members to maximize opportunities with every customers
Innovate on new trends, technology, and methods to optimize our organization
Establish trust with cross-functional teams by developing positive productive relationships with many stakeholders and partners

What are we looking for?

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

Minimum Education: BA/BS Bachelor’s Degree
Minimum Years of Experience: Five (5) years of relevant work experience
Minimum Years of Management Experience: Two (2) years of Managerial experience
Additional Requirements (i.e. % of travel time, etc.):
- Ability to travel up to 20% of the time
- Advanced knowledge with Microsoft Office Suite
- Facilitation experience at all levels, regardless of audience size

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

Education: MA/MS Master’s Degree
Minimum Years of Management Experience: Four (4) years of Management experience
Licenses or Certificates: Six Sigma Belt or other process methodology certification
Project portfolio management experience
Experience in Business Process Engineering, Quality, Operations or Logistics role
In-depth knowledge of Lean Six Sigma
Applied knowledge of measurement, statistics and program evaluation
Knowledge of LEAN or other process improvement principles, rules, systems and tools with experience supporting improvement activity using collaboration of workgroups in a customer centric environment
Knowledge of call center operations, concepts, practices, and procedures
Experience leading functions in a global environment
Tableau experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!