Job Identification: 226206
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 Process improvement 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 the Manager of Customer Excellence. You will use process management, data analysis, and partnership to support process improvements, rollouts, and business changes within the HRCC/contact center environment.
What you'll do during a typical day:
Design end-to-end business processes, workflows, and operating models to document swim lanes, RACI charts, control plans
Conduct process reviews and root cause analysis
Analyze data to identify opportunities for continuous improvement and optimization
How you'll collaborate with others:
Facilitate workshops and working sessions to align teams on process design, ownership, decisions, and operational readiness
Support corporate lines of business by identifying operational impacts, dependencies, risks, and implementation requirements
What Projects you'll take ownership of:
Design and improve business processes to support new project rollouts
Partner with other process experts to deliver process maps and documentation
Manage process improvement projects from discovery through implementation and post-launch review
What It Takes to Make the Stay
You have these minimum qualifications:
One (1) year of operations, project management, or business process experience
One (1) year of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio, or similar
Proficiency in PowerPoint, Excel, and related tools, with the capability to develop clear, impactful narratives supported by data and visualization tools
It would be useful if you have:
Two (2) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day both voice and nonvoice)
Experience analyzing contact center data to identify trends using metrics to improve call center processes
Trained and certified in Six Sigma or other process-related methodologies
Two (2) years of experience with Agile methodology, Scrum, or Jira
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/benefits) package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $52,500 - $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.
