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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.

USAmerika Qo‘shma ShtatlariTXTexas
52 500 $ – 75 000 $ / yil
MasofaviyTo‘liq stavkaJuniorDiplom talab qilinmaydiTalab Qilinadigan Til: inglizchaOperatsiyalar

Tavsif

  • 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.

Talablar

  • 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.

Imtiyozlar

  • 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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