Director, Customer Engagement Operations

Exceptional Hospitality Starts with You

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

This is your chance to be part of a dynamic Marketing team that attracts customers to Hilton through compelling storytelling, top-rated rewards, and unique customer experiences and partnerships. As a Director, Customer Engagement Operations, you will support the team in driving customer acquisition and retention, strengthening customer engagement through multi-channel marketing campaigns, and increasing awareness of loyalty benefits. On the Owned Channel Operations team reporting to the VP, Global Personalization, you will not only oversee the operations of the omnichannel messaging and team but also help shape 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.

What you'll do during a typical day:

• Operational Excellence - Lead complex channel operations to deliver high-quality customer communications, while identifying opportunities to improve efficiency, innovate operating models, and proactively address quality and potential issues throughout the process.
• Delivering Performance - Understand and advocate for the customer while aligning with business goals to drive growth across key segments, strengthen retention, and maximize channel performance.
• Technology in Action - Partner with Marketing Technology, Digital, and Customer teams to enhance channel capabilities and enable technology solutions that maximize business impact and opportunity. Leverage capabilities across the Customer Engagement Platform, Customer Data Platform, CMS and content repositories, and other customer technologies and APIs across Hilton.
• Team Leadership - Lead a cross-functional team of channel operators across various global offices. Build strong team culture and advocate for the team's capabilities and growth.
• Business Partnership - Collaborating with business stakeholders, marketers, technology, creative, and analytics to ensure a consistent and impactful customer experience in our channels.
• Analytics and Reporting - Create a data driven culture by analyzing channel and campaign performance and turn insights into best practices across the channel's operation.
• Industry Knowledge/Channel Best Practice - Stay ahead of emerging trends across email, messaging, push notifications, and web channels, applying best practices to strengthen Hilton's position as an industry leader.
• Budget and Resourcing - Provide strategic oversight of budgets and resources, ensuring effective allocation and maximizing business value.
• Problem Solving - Handle urgent challenges that arise. Recognize when to pivot and adjust strategies while minimizing customer impact.

How you'll collaborate with others:

• Leverage your understanding of marketing technology, including messaging platforms, website and app operations, content systems, and customer data platforms, to maximize opportunities across channels and deliver more personalized customer experiences. You will partner with the Owned Channel Strategy team to ensure all marketing plans are accounted for in your operations.

Deliverables you'll take ownership of:

• As a team leader, you will foster a culture of continuous improvement and operational excellence, empowering your team to build on their strengths while providing focused development and support in areas of opportunity.

What It Takes to Make the Stay

You have these minimum qualifications:

• Ten (10) years of work experience in marketing or digital operations
• Five (5) years of work experience managing an operations team
• Experience with customer engagement platforms and technology
• Understanding of customer data platforms and other marketing technologies and systems
• Travel up to 20%
• Hybrid work schedule in McLean, VA or Dallas, TX

It would be useful if you have:

• Experience with Braze
• Experience working in a large global, matrixed organization
• Experience developing continuous improvement practices and processes
• Understanding of and expertise in the messaging development and deployment process
• Experience using data and analytics to drive channel strategy and measure its effectiveness

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 package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $130,000 – $175,000 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, and the Company's long-term incentive plan, consistent with other team members at the same level and/or position within the Company.