Senior Director, HRCC Strategy, Product, & Automation

Hilton • Montgomery, AL

411d • $130,000 - $210,000

About The Position

The Senior Director, HRCC Strategy, Product, and Automation is a pivotal role within Hilton's Customer Care Team, focusing on driving business strategy and product vision for contact centers. This position involves providing thought leadership and planning to enhance HRCC operations through technology and automation, ensuring customer satisfaction while optimizing efficiency. The role requires collaboration with senior leaders and external partners to implement innovative solutions that align with Hilton's vision.

Requirements

• Ten years of leadership experience in a high volume, multi-channel global Contact Center environment.
• Five years of experience leading teams and managing change effectively.
• Experience in building strategies using data-driven and test-and-learn approaches in Contact Center technology.
• Strong understanding of Contact Center efficiency and effectiveness levers.
• Knowledge of Contact Center technology, including Qualtrics, Salesforce CRM, Amazon Connect IVR, and Alvaria WFM.

Nice To Haves

• Bachelor's Degree in Business, Technology, Analytics or related fields.
• Experience in product-related contact center leadership or customer experience.
• Familiarity with CRMs, IVRs, NLP, AI, and other contact center technologies.
• Knowledge of financial data related to IT projects and ROI analysis.
• Experience in the Travel and Hospitality industry.

Responsibilities

• Drive HRCC business strategy and product vision for contact centers.
• Identify areas for automation and optimal use of technology capabilities to enhance operations.
• Create and lead strategic roadmaps for HRCC, focusing on contact center strategies and automation approaches.
• Develop and maintain strong relationships between business and development teams to capture business requirements and user stories.
• Manage relationships with external software partners to adopt the latest technology for improved guest and agent experiences.
• Mentor team members and provide constructive feedback to develop future leaders.

Benefits

• Medical and prescription drug coverage
• Dental coverage
• Vision coverage
• Life insurance
• Short-and long-term disability insurance
• Employee stock purchase plan (ESPP)
• 401(k) savings plan
• Paid time off (20 days increasing to 25 days after one year)
• Paid leave for birth and non-birth parents (up to 12 weeks and 4 weeks respectively)
• Paid holidays (10) and floating holidays (2)
• Bereavement days (up to 5)
• Flexible spending accounts
• Health savings account
• Employee assistance program
• Legal services program
• Educational assistance program
• Adoption assistance
• Backup childcare program
• Pre-tax commuter benefit
• Travel discount

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Accommodation
• Education Level: Bachelor's degree