Senior Analyst, Product Management

Hilton - Addison, TX

Full-time - Mid Level

Addison, TX

Accommodation

About the position

This role is based at one of our corporate offices in Dallas, TX, Memphis, TN, or can be performed remotely. As a Senior Analyst in Product Management, you will be an integral part of a team that is transforming human hospitality in a digital landscape. Your primary responsibility will be to collaborate with various teams, including product, software engineering, user experience design (XD), and accessibility, to identify opportunities for product enhancement and optimization. Reporting to the Senior Manager of HRCC Product, you will engage in projects that aim to improve both guest and agent satisfaction, ensuring that Hilton continues to lead in the hospitality industry. In this position, you will support the ongoing maintenance, administration, and advancement of the contact center reservation application. You will be tasked with translating strategic objectives into actionable project plans and crafting effective partner communications. Additionally, you will assist the product manager in creating requirements and user stories that align with the overall product vision. Your role will also involve collaborating with Customer Care teams to complete projects, ensuring a seamless guest experience across various channels, including Digital, Customer Service, Sales, and Property. You will work closely with Software Engineering to address production issues and enhancement requests, and assist the Product Manager in developing the product roadmap, aligning it with enterprise goals, market trends, and customer needs. This position is crucial in driving the success of Hilton's product initiatives and enhancing the overall customer experience.

Responsibilities

• Support the ongoing maintenance, administration, and advancement of the contact center reservation application.
• Translate strategic objectives into actionable project plans and craft partner communications.
• Assist product manager with requirements and user story creation.
• Collaborate across the Customer Care teams to complete projects and ensure a holistic guest experience across Digital, Customer Service, Sales, and Property channels.
• Work with Software Engineering on production problems and enhancement requests.
• Assist the Product Manager in developing the product roadmap, aligning it with enterprise goals, market trends, and customer requirements.

Requirements

• Three (3) years of professional experience in product, customer experience or related field.
• Experience transforming functional requirements into business processes.
• Professional product or project management experience.

Nice-to-haves

• BA/BS bachelor's degree in management information systems, or a related field.
• Experience with Agile tools such as JIRA or Confluence.
• Experience using Salesforce as a CRM.
• Experience in a contact center environment.
• Product Management Certification (CPM).

Benefits

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night.
• Hilton Shares: Employee stock purchase program (ESPP) 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, flexible spending accounts, health savings account, and more.