Job Identification: 218433
Job Category: Call Center
Job Schedule: Full time
Equal Opportunity Employer EOE, including disability/vets
Exceptional Hospitality Starts with You
This role is based at our corporate office in Dallas, TX or Remote
This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Project Analyst , 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 Hilton Reservations and Customer Care (HRCC) team, you will report to Senior Manager Customer Excellence. You will apply project management skills for multiple projects and business-as-usual activities, requiring the use of project management tools, data collection and analysis, and process fundamentals.
What you'll do during a typical day:
Manage HRCC internal and corporate project deliverables using industry-standard project management tools
Manage projects from initial consultation through full execution, ensuring communication of progress and status updates
Maintain project plans and artifacts, reporting, and work with teams to build cases for project approvals
Conduct and document business plans
Study and document standard processes and implement change to improve efficiency
How you'll collaborate with others:
Partner with Process Analysts to document and implement business and process changes
Lead project meetings and serve as the project representative for HRCC, document business discussions, outcomes, actions, and risks
Bring teams together to document tasks, assign owners and timelines, and create a framework for follow-up and execution
Communicate status of projects, calling out risks and accomplishments
Projects you'll take ownership of:
As part of HRCC Shared Services, manage projects related to ongoing HRCC contact center operations and corporate projects, including implementations, site launches, and other projects
What It Takes to Make the Stay
You have these minimum qualifications:
Two (2) years of professional experience
Proficiency in Microsoft PowerPoint and Excel (including maintaining complex spreadsheets)
Proficiency in Microsoft Project or similar (such as Asana, Trello)
Travel less than 10%
It would be useful if you have:
Two (2) years' experience in project or program management, Shared Services, Agile methodologies, or business process improvement
Two (2) years' experience working in a large, multi-function contact center environment.
Proficiency with tools such as Visio and Smartsheet, coupled with the skill to craft compelling narratives using data, text, and visualizations
PMP or relevant project management or Agile certification
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks - Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
Own a piece of Hilton - Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
Paid parental leave - Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
Personalized caregiving support - Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
Crisis concierge - In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
Mental health resources - Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
Generous paid time off (PTO) - Recharge, relax, and take time for what matters most
Health & welfare benefits - From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
Financial security for your future - Our retirement plans make it easier to save for what's next
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Hilton offers its eligible team members a comprehensive benefits (https://jobs.hilton.com/us/en/benefits) package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $50,000 - $75,000 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-REMOTE
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks - Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
Own a piece of Hilton - Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
Paid parental leave - Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
Personalized caregiving support - Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
Crisis concierge - In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
Mental health resources - Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
Generous paid time off (PTO) - Recharge, relax, and take time for what matters most
Health & welfare benefits - From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
Financial security for your future - Our retirement plans make it easier to save for what's next
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests-we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands (https://www.hilton.com/en/brands/) , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career-and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/blogs) to see why we're more than a great place to stay-we're a great place to work.
