Senior Manager Product Management (Contact Center) Position Available In Essex, Massachusetts
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Job Description
Job Listing ID:
4292915
Job Title:
Senior Manager Product Management (Contact Center)
Application Deadline:
Open Until Filled
Job Location:
Salem
Date Posted:
06/17/2025
Hours Worked Per Week:
Not Provided Shift:
Not Provided Duration of Job:
Either Full or Part Time, more than 6 months You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.)
Job Summary:
•This role is based at our corporate office in Dallas, TX, or Remote•This is your chance to be part of the Hilton Reservations and Customer Care (HRCC) Team that is revolutionizing human hospitality in a digital world. As a Senior Manager Product Management for Hilton’s Contact Center platform , you will bring your technical and contact center skills to a hospitality company with an award-winning culture. Reporting to the Senior Director of HRCC Strategy, Product & Automation, you will help grow the Hilton contact center experience with an eye toward innovation, simplifying and enhancing guest and agent support, while ensuring our call center goals are accomplished.
HOW WE WILL SUPPORT YOU
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: Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
Hilton Shares:
Our employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discount
Paid parental leave for eligible Team Members, including partners and adoptive parents
Mental health resources including free counseling through our Employee Assistance Program
Paid Time Off (PTO)
Learn more about the rest of our benefits (https://jobs.hilton.com/us/en/benefits) 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. •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
Your role is important and below are some of the fundamental job duties that make your work unique. What your day will be like: Define and track metrics that measure the success of products to identify new opportunities to increase revenue, improve customer and agent experiences, reduce operational costs, and provide the most impact
Collaborate with software engineering, experience design, contact center strategy, operations and analytics teams to lead product strategy
Write top-notch requirements and ensure technical teams are aligned with your requirements
Troubleshoot and resolve bottlenecks, provide escalation management, anticipate and decide on trade-offs, and balance business demands with technical/time constraints
Apply a blend of quantitative data and qualitative feedback to find opportunities to enhance the customer experience through supported products
Maintain industry expertise in fast evolving AI technology and automation capabilities
Coordinate with functional product teams and call center operations to implement integrated solutions for a seamless customer experience
Create and share roadmaps and calendars of events for updates and enhancements to the products supported How you will collaborate with others: Develop relationships between the business and technology development teams, leading and capturing a clear understanding of requirements, user stories, and technology capabilities
Collaborate with peers to establish product vision, goals and plans to prioritize project and HRCC objectives
Collaborate, influence and form positive partnerships on large-scale projects with team members in groups, technology providers and all levels across a matrixed organization What projects you will take ownership of: Manage the contact center platform/CRM product strategy from concept through launch o…
Job Classification:
Marketing Managers Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more. Compensation
Salary:
Not Provided Job Requirements
Experience Required:
See Job Summary
Education Required:
None
Minimum Age:
N/A Gender:
N/A
