Senior Product Manager (Guest Messaging)

Description

***This role is based at one of our corporate offices in Dallas, TX, Memphis, TN, or McLean, VA***

This is your chance to be a part of an in-house Technology team that’s creating consumer-facing, cutting-edge technologies revolutionizing the hospitality industry around the world! As a Senior Manager, Product Management (Guest Messaging), you will bring your product management skills to a hospitality company with an award-winning culture. On the Product Management Messaging team reporting to the Senior Director Product Management, you will support the experience for customers and Team Members using messaging channels such as chat, SMS and WhatsApp for support.

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: 100 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.

Requirements

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:

• Responsible for creating and driving strategic roadmap for hotel-level guest messaging that is in-line with Hilton’s vision and enables a competitive advantage using innovative solutions in serving our guests.
• Collaborate cross-functionally with software engineering, experience design, operations and analytics teams to lead product strategy, including feature definition, writing requirements and prioritization with consideration of business impact and technical capacity.
• Apply a blend of data and qualitative feedback to find opportunities to enhance the customer experience through the messaging product.
• Coordinate with third party partners, cross-functional product teams and property operations to deliver integrated solutions for a seamless customer experience.
• Partner with business leads and analytics to define and refine success metrics, ensuring reporting and measurability of initiatives.
• Maintain industry expertise in fast-evolving AI technology and automation capabilities.

How you will collaborate with others:

• Build trusted and effective working relationships across the product working team, inclusive of operations, software engineering, experience design and analytics.
• Cross-functional collaboration with other product managers and channel owners to ensure alignment of strategy, goals, and timelines.
• Participation in regular updates to senior leadership on product enhancements, roadmaps, and performance.

What projects you will take ownership of: 

• Strategy and implementation of enhancements to hotel-facing messaging platforms.
• Driving increased customer satisfaction through guest messaging products.

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Seven (7) years of professional work experience in Digital, Product Management, Hospitality, Technical Project Management or related field
• Experience in feature and requirements development using the scrum agile process
• This is a hybrid role and would require to be near one of our three US office locations (McLean, Dallas, Memphis)
• Travel up to 20%

It would be useful if you have:

• Bachelor’s Degree, or Associate’s Degree plus 6 years of Product Management related experience, or High School Degree/GED plus 12 years of Product Management or Hospitality or Product related experience 
• Ten (10) years of professional work experience in Digital, Product Management, Hospitality, Technical Project Management or related field
• One (1) year of experience in hospitality, with an understanding of hotel operations  
• Experience working with third-party partners to provide requirements for customizations and managing priorities against a shared roadmap.
• Experience with messaging platforms, including chat, SMS and WhatsApp.

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!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. 

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.