Senior Analyst, Project Management

About this role

Hilton Sans"; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-decoration-thickness: initial; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px;">Exceptional Hospitality Starts with You
Hilton Sans"; font-size: medium; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-decoration-thickness: initial; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px;">This role is based at our corporate office in Dallas, TX or Remote
Hilton Sans"; font-size: medium; font-style: normal; font-variant-caps: normal; font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-decoration-color: initial; text-decoration-style: initial; text-decoration-thickness: initial; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px;">This is your chance to be part of a Customer Care Team that is improving human hospitality in a digital world. As the Senior Analyst Project Management,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 Sr. Manager, Customer Excellence, you will project manage initiatives and business-as-usual activities. You will collect and analyze data and apply process fundamentals. It is critical to understand customer service or contact center business and partner with teams across the organization.
What you'll do during a typical day:
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• Lead HRCC internal and corporate projects using industry-standard project tools

• Maintain project trackers and artifacts and work with teams to build a case for project approvals

• Communicate status of projects, risks and accomplishments

How you'll collaborate with others:
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• Lead projects, assign owners and timelines, and create project plans

• Represent HRCC, document business discussions, outcomes, actions, and risks

• Coordinate efforts and assessments for deliverables across HRCC

• Partner with Process Analyst to take on workload related to process studies and documentation

Deliverables you'll take ownership of:
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• Manage projects and guide new projects, including project approvals, status communications and follow-ups.

• Handle multiple tasks and plan and negotiate around conflicts or challenges

• Develop project plans and change strategies

• Deliver project status updates and risk to all levels of management

• Define projects for assessment, delivery, and maintenance

• Bring project deliverables to completion

• Work with functional and technical decision-makers to interpret needs into processes and process optimization

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You have these minimum qualifications:
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• Two (2) years of operations, project management, or process management experience

• Command of PowerPoint, Excel (including maintaining complex spreadsheets), and Microsoft Project or similar (such as Asana, Smartsheet, Trello)

• Command of tools such as Visio and Smartsheet, coupled with the skill to create compelling narratives using data, text, and visualizations

• Travel less than 10%

It would be useful if you have:
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• Four (4) years of experience in project management or process management

• PMP or relevant project management or Agile certification

• Two (2) years of experience in a contact center environment

• Supervised or led a…