Senior Director, Hotel Leader Support

Senior Director of Hotel Leader Support (HLS)

This is your chance to be part of an in-house Brand Performance Support team that delivers responsive and effective support to Hotel Leaders across over 9,000 hotels through close collaboration with many parts of the business!

As the Senior Director of Hotel Leader Support (HLS) reporting to the Vice President of Brand Performance Support, you will be responsible for leading the operational excellence, strategic vision, and automation roadmap of the HLS function that supports the maximization of hotel performance premiums and owner returns.

You will ensure the development and success of the HLS team as they provide first point-of-contact support for hotel leaders, while also driving innovation through technology, data-driven decision making, and automation. You will balance operational execution with strategic thought leadership, building strong partnerships across the enterprise to continuously evolve how Hilton supports hotel leaders and the owner investment.

What you'll do during a typical day:

• Lead the daily operations of the HLS function, which provides front-line operations-based support to hotel leaders across all brands in the US and Canada; serve as an escalation point for Hilton internal stakeholders such as Worldwide Sales and Safety & Security who rely on HLS to provide hotel invention support.
• Ensure the HLS team delivers against established service levels to ensure hotel leaders receive prompt, accurate, and expert support that aides hotel leaders in driving maximum hotel performance, both operationally and commercially.
• Ensure the HLS Team maximizes the use of core support systems such as BOSS, the Brand Support Center, and other platform-based resources when delivering daily support to hotel leaders.
• Lead recruitment, team development, auditing, and optimization of team workflows and processes that produce a high-functioning support center that positively impacts hotel performance and own returns.
• Drive the strategic vision and technology roadmap for HLS, ensuring alignment with the Brand Management Americas Platforms & Resources team and Hilton's enterprise technology strategy.
• Develop and execute a multi-year strategy for HLS that incorporates automation, AI, self-service capabilities, and workflow optimization to enhance hotel leader experience and operational efficiency.
• Identify opportunities to incorporate performance center/call center best practices, business processes, and technology capabilities from industries outside of hospitality.
• Champion a data-driven 'test and learn' approach to innovation, leveraging analytics, reporting, and trend analysis to continuously refine processes and tools.
• Connect and listen to hotel leaders to identify process gaps, improvement opportunities, and emerging support needs.
• Develop and share engagement reports, performance metrics, automation impact analysis, and newly uncovered trends to influence 1-3-5-year roadmap decisions.

How you'll collaborate with others:

• Represent HLS on committee meetings, task forces, and special projects as the strategic voice of hotel support.
• Work closely with Hilton internal stakeholders who utilize HLS as a hotel intervention point when dealing with urgent and sensitive matters.
• Develop strong relationships between business stakeholders and technology teams, translating hotel support requirements into clear business cases, user stories, and product roadmaps.
• Partner with the BMA team to surface trending topics and hotel friction points that need to be addressed within the Hilton enterprise.
• Partner closely with BMA Platforms & Resources team and Hilton Technology team to align on tools, automation strategies, and system enhancements.
• Provide mentorship and leadership development to team members, building future leaders capable of driving change and innovation.

Deliverables you'll take ownership of:

• Oversee HLS daily operations to ensure hotel response service levels are maximized, team members are expertly trained to meet the needs of hotel leaders, and team members are dispatched appropriately to address proactive and consultative support needs.
• Create and maintain strategic roadmaps for HLS tools and processes aligned to BMA's long-term strategic plan for supporting owners and hotels.
• Drive implementation of automation and AI-enabled solutions that balance hotel leader satisfaction, cost efficiency, and team engagement.
• Provide strategic guidance to other functional and product teams whose systems and processes impact Hotel Leader Support.
• Establish KPIs and scorecards to measure operational effectiveness, hotel leader satisfaction, and return on technology investments.
• Support the VP of Brand Performance Support on strategic initiatives, business transformation efforts, and cross-functional enterprise programs.

What It Takes to Make the Stay

You have these minimum qualifications:

• Seven (7) years of related professional experience
• Five (5) years of Hotel and/or Hospitality Management experience
• Three (3) years of management or supervisory experience
• Experience driving strategic initiatives in a service or contact center environment
• Experience implementing or optimizing CRM platforms, automation tools, or digital workflows
• Demonstrated experience using data-driven and test-and-learn approaches to improve service models

It would be useful if you have:

• Experience working with Hilton Brands
• Experience in product management, contact center leadership, or customer experience strategy
• Knowledge of Salesforce CRM, BOSS, and related support technologies
• Experience with automation, AI, NLP, IVR, case management systems, or workflow optimization tools
• Analytical capability to assess financial data for technology initiatives and evaluate ROI
• Experience managing vendor relationships and enterprise technology partnerships
• Bachelor's Degree in Business, Technology, Analytics, Hospitality, or a related field

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.

Join an Award-Winning Workplace Culture

At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.

As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.

Whether you're starting your career or exploring something new, Hilton supports your journey every step