Job Description

Exceptional Hospitality Starts with You

This role is based at one of our corporate offices in McLean, VA or Memphis, TN

This is your chance to be part of an in-house Brand Performance Support (BPS) team that delivers responsive and effective support to Hotel Leaders across over 9,000 hotels through close collaboration with many parts of the business. As the Senior Director of Enterprise Initiatives Support (EIS) reporting to the Vice President of Brand Performance Support, you will be responsible for leading the support of key enterprise-wide initiatives and programs through driving maximum hotel-level compliance, participation and utilization.

When initiatives and programs are supported through EIS, you and your team will collaborate with many other stakeholders while also driving participation and utilization through innovation, technology, data-driven decision making, and automation. You will balance execution with strategic thought leadership, building strong partnerships across the enterprise to continuously evolve how BPS supports critical enterprise-wide initiatives and programs that drive hotel performance.

What you'll do during a typical day:

• Oversee BPS-led strategies and efforts to support Stay Score improvement through both targeted programs and “always on” resources.
• Oversee Digital Stay Experience strategies and support efforts to ensure hotel-level engagement and participation with critical Digital tools such as Guest Messaging (Kipsu), Digital Key, and Connected Room.
• Oversee the BPS support of Hilton Commercial enterprise-wide initiatives/programs to ensure high levels of hotel compliance, participation, and utilization to drive maximum performance success.
• Oversee the BPS support of operational enterprise-wide initiatives/programs to drive high levels of hotel compliance, participation, and utilization to ensure maximum success.
• Executive level communications to share current action status, progress, and impact, both written and verbal, across Brand Management Americas (BMA) and Hilton stakeholder audiences.

How you'll collaborate with others:

• Work closely with other BPS/BMA functional leaders to ensure awareness and education of the enterprise initiatives being supported.
• Leverage BPS support channels to ensure a wholistic support approach to driving participation and utilization levels of enterprise initiatives.
• Partner closely with the Customer Promise team to ensure BPS support efforts are aligned appropriately across core CP strategic initiatives.
• Partner closely with Commercial leaders to ensure BPS support efforts are aligned appropriately across the Commercial initiatives that need maximum hotel-level participation to be successful.
• Partner closely with key Hilton stakeholders related to new enterprise initiatives to ensure all necessary support has been identified – before, during, and after the launch of the initiative.
• Partner with BMA leaders to surface trending topics and hotel/owner friction points that need to be addressed through stronger program support.

Deliverables you'll take ownership of:

• Targeted and “always on” Stay Score support and communications efforts led by BPS.
• BPS-led support of critical Hilton enterprise initiatives (operational and commercial) to drive maximized levels of hotel participation.
• BPS-led support of the Digital Stay Experience tools, namely Guest Messaging (Kipsu), Digital Key, and Connected Room, to ensure high levels of hotel utilization measured through key program KPIs and brand standards.

What It Takes to Make the Stay

You have these minimum qualifications:

• Seven (7) years of related professional experience.
• Five (5) years of Hotel and/or Hospitality Management experience.
• Three (3) years of management or supervisory experience.
• Experience supporting strategic initiatives through cross-functional collaboration and implementation.
• Demonstrated experience using data-driven and test-and-learn approaches to developing and implementing support programs.
• Strong executive level presentation skills, both verbal and written, across key stakeholder audiences including senior leaders.

It would be useful if you have:

• Experience working with Hilton Brands.
• Experience in project management and customer experience strategy.
• Knowledge of Salesforce CRM, BOSS, and related support technologies.
• Experience in managing vendor relationships and enterprise partnerships.
• Bachelor's Degree in Business, Analytics, Hospitality, or a related field.

How We'll Help You Thrive

At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what's next

*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

Hilton offers its eligible team members a comprehensive benefits package to support their mental and physical well-being, so they can Thrive personally and professionally. The pay range for this role is $160,000 – $210,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, and the Company's long-term incentive plan, consistent with other team members at the same level and/or position within the Company.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.