Analyst Project Management

***This role is based at our corporate office in Dallas, TX***

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 Director of Customer Excellence. You will apply project management skills for multiple initiatives and business-as-usual activities, requiring the use of project management tools, data collection and analysis, and process fundamentals. In this role, it is critical to understand customer service or contact center business and the ability to partner with teams across the organization. You will work with HRCC teams including, content, operations, and process analysts.

HOW WE WILL SUPPORT YOU

Hilton 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/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares 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)
• 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 IMPACT

Your 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:

• 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, working 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 will collaborate with others:

• Partner with Process Analysts to document and implement business and process changes
• Participate in project meetings serving as the project representative for HRCC, and 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

What projects you will take ownership of:

• As part of HRCC Shared Services, manage projects related to ongoing HRCC contact center operations and corporate initiatives, including implementations, site launches, and other projects

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Two (2) years' experience in project or program management, Agile methodologies, or business process improvement
• Two (2) years' experience working in a contact center environment
• Proficiency in PowerPoint, Excel (including maintaining complex spreadsheets), and Microsoft Project or similar (such as Asana, Smartsheet, Trello, etc.)
• Proficiency with tools such as Visio and Smartsheet, coupled with the skill to craft compelling narratives using data, text, and visualizations
• Travel less than 10%

It would be useful if you have:

• Four (4) years of experience in project, program or process management
• PMP or relevant project management or Agile certification

WHAT IT IS LIKE WORKING FOR HILTON

Hilton, 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.