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

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This is your chance to be part of Marketing team that attracts customers to Hilton through strong storytelling, top-rated rewards, and unique customer experiences and partnerships. As a Director, Owned Channel Operations, you will support the team in increasing customer acquisition and retention, generate engagement through multi-channel marketing campaigns, and foster recognition of loyalty benefits. On the Owned Channel Operations team reporting to the VP Global Personalization, you will not only oversee the operations of omnichannel messaging and team but also contribute to shaping our developing omnichannel strategy. You will leverage your understanding of marketing technology, including messaging platforms, website/app operations, content systems, and customer data platforms, to maximize opportunities across all channels including adding personalization elements.

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 HOW WE WILL SUPPORT YOU

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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:

\n\nGo Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night\nHilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount\nPaid parental leave for eligible Team Members, including partners and adoptive parents\nMental health resources including free counseling through our Employee Assistance Program\nPaid Time Off (PTO)\nLearn more about the rest of our benefits\n\n

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. 

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**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

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Your role is important and below are some of the fundamental job duties that make your work unique.

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What your day-to-day will be like:

\n\nOperational Excellence – Lead our complex channel operations ensuring we deploy communications to our customers with continued excellence while considering efficient and innovative operating models. Ensuring quality assurance and issue mitigation at every step of the process.\nDelivering Performance – Understand and champion the customer and our objectives in all that we do, leading to growth with key segments, retention of others, and maximizing channel performance.\nTechnology in Action – Work with our Marketing Technology, Digital, and Customer teams to improve the channel and enable technology so that we are maximizing the impact and opportunity we make on the business. This includes leveraging capabilities within our Customer Engagement Platform, Customer Data Platform, our CMS and Content Repositories, and other customer technologies and APIs across Hilton. \nTeam Leadership – Lead a cross-functional team of channel operators across various global offices. Build a strong team culture and advocate for the team’s capabilities and growth.\nBusiness Partnership - Collaborating with business stakeholders, marketers, technology, creative, and analytics to ensure a consistent and impactful customer experience in our channels.\nAnalytics and Reporting – Create a data-driven culture by analyzing channel and campaign performance and turn insights into best practices across the channel’s operation.\nIndustry Knowledge/Channel Best Practice - Stay abreast of the latest trends in email, messaging and push, and websites applying best practices to maintain Hilton's position as an industry leader.\nBudget and Resourcing - Oversee the budget and resources allocated to ensuring efficient and effective use of assets.\nProblem Solving – Ability to handle urgent issues and challenges that arise. Understanding the importance of pivoting to ensure the business outcomes are achieved and customer impacts are avoided.\n\n

How you will collaborate with others:

\n\nYou will leverage your understanding of marketing technology, including messaging platforms, website/app operations, content systems, and customer data platforms, to maximize opportunities across all channels including adding personalization elements. You will partner with the Owned channel strategy team to ensure all marketing plans are accounted for in your operations.\nYou will leverage your understanding of marketing technology, including messaging platforms, website/app operations, content systems, and customer data platforms, to maximize opportunities across all channels including adding personalization elements. You will partner with the Owned channel strategy team to ensure all marketing plans are accounted for in your operations.\n\n

What deliverables you will take ownership of: 

\n\nAs a team leader, you will encourage your team to move from the status quo into an efficient operating unit that takes immense pride in operational excellence.  You will make use of the skills they already have and ensure strong development plans for areas of need.\n\n

WHY YOU'LL BE A GREAT FIT

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You have these minimum qualifications:

\n\nTen (10) years of work experience in Marketing or Digital Operations\nFive (5) years of work experience managing an Operations team\nTravel - up to 20%\nHybrid schedule in McLean, VA, or Dallas, TX\nExperience with Customer Engagement Platforms and Technology\nUnderstanding of Customer Data Platforms and other Marketing Technologies and Systems\n\n

It would be useful if you have:

\n\nExperience with Braze\nExperience working in a global, matrixed organization\nExperience with developing continuous improvement practices and processes\nUnderstanding and expertise in the messaging development and deployment process.\nExperience using data and analytics to drive channel strategy and measure its effectiveness\n\n

WHAT IT IS LIKE WORKING FOR HILTON

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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!

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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. 

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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.