Senior Analyst, Project Management
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Job Description
Senior Analyst managing Customer Excellence projects for Hilton, a global hospitality company. Coordinating project plans, process optimization, data analysis, risks, and stakeholder updates.
Responsibilities:
- Lead HRCC internal and corporate projects using industry-standard project tools
- Maintain project trackers and artifacts and build cases for project approvals
- Communicate project status, risks, and accomplishments
- Lead projects, assign owners and timelines, and create project plans
- Represent HRCC and document business discussions, outcomes, actions, and risks
- Coordinate efforts and assessments for deliverables across HRCC
- Partner with the Process Analyst on process studies and documentation
- Manage and guide new projects, including approvals, status communications, and follow-ups
- Handle multiple tasks and negotiate around conflicts or challenges
- Develop project plans and change strategies
- Deliver project status and risk updates 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 translate needs into processes and process optimization
- Collect and analyze data and apply process fundamentals
- Report to the Sr. Manager, Customer Excellence
Requirements:
- Two (2) years of operations, project management, or process management experience
- Command of PowerPoint
- Command of Excel, including maintaining complex spreadsheets
- Command of Microsoft Project or similar tools such as Asana, Smartsheet, or Trello
- Command of tools such as Visio and Smartsheet
- Ability to create compelling narratives using data, text, and visualizations
- Travel less than 10%
- PMP or relevant project management or Agile certification is useful
- Two (2) years of experience in a contact center environment is useful
- Experience supervising or leading a team, contractors, and vendors through the process lifecycle is useful
Benefits:
- 110 nights of deeply discounted travel, with room rates as low as $40/night through the Go Hilton travel program
- Employee stock purchase program (ESPP) with Hilton shares available at a 15% discount
- Paid parental leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving concierge services
- Crisis Concierge support
- Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members
- Generous paid time off (PTO)
- Health and welfare benefits, including health plans, dental, and vision coverage
- Retirement plans
- Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan
- Remote work arrangement
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