Process Manager Customer Excellence

This role is based at our corporate office in Dallas, TX or RemoteThis is your chance to be part of a Reservations and Customer Care team that is revolutionizing human hospitality in a digital world. As the Process Manager , you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Customer Excellence team reporting to the Director of Customer Excellence, you will lead operational and corporate projects.HOW WE WILL SUPPORT YOUHilton 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, thanks to programs and benefits such as: Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/nightHilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discountPaid parental leave for eligible Team Members, including partners and adoptive parentsMental health resources including free counseling through our Employee Assistance ProgramPaid Time Off (PTO)Learn more about the rest of our benefits (At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member's career journey and at every level, both in our hotels and across corporate.Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.HOW YOU WILL MAKE AN IMPACTYour role is important and below are some of the fundamental job duties that make your work unique.What your day-to-day will be like: Use formal business process management skills to document swim lanes, RACI charts and control plansConduct process reviews and root cause analysisCreate business controls, regular metrics reviews and recommendationsUse Data to inform on opportunities and enhancements and root cause analysisSpot opportunities for driving innovation How you will collaborate with others: Interdepartmental collaboration within and outside of Hilton Reservations and Customer Care (HRCC)Identify project tasks and collaborate with teams to ensure successful completionFacilitate process training for team members What projects you will take ownership of: Document processes for new programs and projectsManage process analyst(s) WHY YOU'LL BE A GREAT FITYou have these minimum qualifications: Five (5) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day both voice and nonvoice)Four (4) years of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio, or similarExperience analyzing contact center data to identify trends and using metrics to improve call center processesExperience managing multiple departmental projects from concept to completionCommand of PowerPoint and Excel (or similar) with experience to build compelling stories with data, text, and visualization toolsDomestic travel less than 10% It would be useful if you have: Five (5) years of experience in process improvement plus two (2) years of project managementBA/BS Bachelor's Degree with a background in business or related fieldsTrained and certified in Six Sigma, Agile or other process-related methodologies WHAT IT IS LIKE WORKING FOR HILTONHilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands (. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World's Best Workplaces. Check out the Hilton Careers blog (and Instagram (to learn more about what it's like to be on Team Hilton!We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us (if you require an accommodation during the application process.Hilton offers its eligible team members 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) where you can purchase Hilton shares at a 15 percent discount, 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. The annual salary range for this role is $70,000-$100,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.#LI-REMOTEJob: TechnologyTitle: Process Manager Customer ExcellenceLocation: nullRequisition ID: COR015NXEOE/AA/Disabled/Veterans

Created: 2026-03-14