Manager Product Management (Contact Center)

$85,000 - $130,000/Yr

Hilton Worldwide - Addison, TX

Full-time - Mid Level

Addison, TX

Accommodation

About the position

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Manager Product Management for Hilton's Contact Center technologies, you will bring your technical and contact center skills to a hospitality company with an award-winning culture. Reporting to the Senior Director of Product Management, Automation, Test & Learn and HRCC Strategy, you will help drive forward the Hilton customer support experience, simplifying and enhancing guest and agent support, while ensuring our call center goals are accomplished.

Responsibilities

• Create and lead strategic roadmap for contact center tools consisting of Interactive Voice Response (IVR), scorecard/gamification/coaching tool, customer feedback tool including NLP and surveys, payroll timekeeping system, workforce management system, online FAQ support page that is accordant with Hilton's vision and enables a competitive advantage using leading-edge solutions in serving our customers
• Collaborate with software engineering, experience design, call center operations, and analytics teams to lead product strategy
• Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through supported products
• Maintain industry expertise in fast-evolving AI technology and automation capabilities
• Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives
• Coordinate with functional product teams and call center operations to impart integrated solutions for a seamless customer experience
• Create and share roadmaps and calendars of events for updates and enhancements to the products supported

Requirements

• Five (5) years of work experience in product management in contact center technology, customer experience or customer support
• Experience in roadmap planning along with Agile process with tools such as Jira, plus feature and requirements development
• Travel up to 10%

Nice-to-haves

• Bachelor's Degree in related fields
• Seven (7) years experience in a product-related, contact center technology or customer experience role
• Experience in customer support roles
• Experience with IVRs, NLP, scorecards, AI, and other high-volume contact center technology
• 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.

Benefits

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• 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, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program ("Wellthy"), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount.