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Hilton is an international hospitality and travel company operating and franchising hotels and resorts across the Americas, Europe, the Middle East, Africa, and Asia Pacific. Its work spans accommodation, guest experiences, and related hospitality services, with career opportunities across hotel operations, corporate functions, and student and early-career programs. Hilton’s employer resources cover roles in multiple locations and are supported in several languages, making the company relevant to candidates exploring careers in global lodging and guest services.
Process Improvement Analyst (Remote - Texas) | Hilton
Hilton is seeking a Process Improvement Analyst to improve hospitality contact center processes. The role designs workflows, analyzes operational data, and manages rollouts across Hilton Reservations and Customer Care.
United States
Texas$52,500 – $75,000 / year
RemoteFull-timeJuniorNo degree requiredEnglish RequiredOperationsDescription
- Design end-to-end business processes, workflows, and operating models using swim lanes, RACI charts, and control plans.
- Review processes and perform root cause analysis.
- Analyze data to uncover opportunities for continuous improvement and optimization.
- Lead workshops and working sessions to align teams on process design, ownership, decisions, and operational readiness.
- Assess operational impacts, dependencies, risks, and implementation needs for corporate lines of business.
- Design and refine business processes supporting new project rollouts.
- Collaborate with process experts to produce process maps and documentation.
- Manage process improvement projects from discovery through implementation and post-launch review.
- Support process improvements, rollouts, and business changes within Hilton Reservations and Customer Care and its contact center environment.
- Report to the Manager of Customer Excellence.
Requirements
- At least one year of experience in operations, project management, or business process work.
- At least one year of experience creating and interpreting process maps, workflows, and documentation with Visio or a similar tool.
- Proficiency with PowerPoint, Excel, and related productivity tools.
- Ability to develop clear, compelling narratives supported by data and visualization tools.
- Two years of operations, project management, or business process experience in a high-volume contact center handling more than 10,000 daily voice and nonvoice interactions is useful.
- Experience analyzing contact center data and metrics to identify trends and improve call center processes is useful.
- Six Sigma or another process-related methodology certification is useful.
- Two years of experience with Agile methodology, Scrum, or Jira is useful.
Benefits
- Access to 110 nights of deeply discounted travel, with room rates as low as $40 per night through the Go Hilton travel program.
- Employee stock purchase program offering Hilton shares at a 15% discount.
- Paid parental leave for eligible Team Members, including partners and adoptive parents.
- Personalized caregiving concierge services.
- Crisis Concierge support for practical and emotional care.
- Free counseling and support through the Employee Assistance Program for eligible Team Members.
- Generous paid time off.
- Health and welfare benefits including health plans, dental cleanings, and vision coverage.
- Retirement plans.
- Eligibility to participate in the Hilton Annual Incentive Bonus Plan.
- Remote work arrangement.
- Hilton investment in Team Member wellbeing and professional growth.
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