Senior Analyst, Project Management

Hilton is a global hospitality company seeking a Senior Analyst, Project Management to support its Customer Care Team. The role leads internal and corporate projects, manages project plans and deliverables, communicates status and risks, and partners with cross-functional teams on process studies and optimization.

Responsibilities:

• Lead HRCC internal and corporate projects using industry-standard project tools
• Maintain project trackers and artifacts and work with teams to build a case for project approvals
• Communicate status of projects, risks and accomplishments
• Lead projects, assign owners and timelines, and create project plans
• Represent HRCC, document business discussions, outcomes, actions, and risks
• Coordinate efforts and assessments for deliverables across HRCC
• Partner with Process Analyst to take on workload related to process studies and documentation
• Manage projects and guide new projects, including project approvals, status communications and follow-ups
• Handle multiple tasks and plan and negotiate around conflicts or challenges
• Develop project plans and change strategies
• Deliver project status updates and risk 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 interpret needs into processes and process optimization

Requirements:

• Two (2) years of operations, project management, or process management experience
• Command of PowerPoint, Excel (including maintaining complex spreadsheets), and Microsoft Project or similar (such as Asana, Smartsheet, Trello)
• Command of tools such as Visio and Smartsheet, coupled with the skill to create compelling narratives using data, text, and visualizations
• Four (4) years of experience in project management or process management
• PMP or relevant project management or Agile certification
• Two (2) years of experience in a contact center environment
• Supervised or led a team, contractors, and vendors through the process lifecycle