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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and improving business processes, workflows, and operating models, with a strong focus on data analysis and continuous improvement. Proficient in managing process improvement projects and facilitating cross-functional collaboration within a high-volume contact center environment.
Highest-signal resume keywords
Business Process DesignProcess MappingData AnalysisProject ManagementSix Sigma Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process ImprovementRoot Cause AnalysisWorkflow DesignData VisualizationMetrics Analysis
Soft Skills
FacilitationCollaborationCommunication
Tools & Technologies
VisioPowerPointExcelAgile MethodologyJira
Certifications & Qualifications
Six Sigma Certification
Industry Keywords
Contact Center OperationsHigh-Volume InteractionsOperational ReadinessRACI ChartsControl Plans
About the role
Key responsibilities & impact- Design end-to-end business processes, workflows, and operating models, including swim lanes, RACI charts, and control plans
- Conduct process reviews and root cause analysis
- Analyze data to identify opportunities for continuous improvement and optimization
- Facilitate workshops and working sessions to align teams on process design, ownership, decisions, and operational readiness
- Identify operational impacts, dependencies, risks, and implementation requirements for corporate lines of business
- Design and improve business processes to support new project rollouts
- Partner with process experts to deliver process maps and documentation
- Manage process improvement projects from discovery through implementation and post-launch review
- Support process improvements, rollouts, and business changes within the Hilton Reservations and Customer Care/contact center environment
- Report to the Manager of Customer Excellence
Requirements
What you’ll need- One (1) year of operations, project management, or business process experience
- One (1) year of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio or similar
- Proficiency in PowerPoint, Excel, and related tools
- Capability to develop clear, impactful narratives supported by data and visualization tools
- Two (2) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day, voice and nonvoice) (useful)
- Experience analyzing contact center data to identify trends using metrics to improve call center processes (useful)
- Trained and certified in Six Sigma or other process-related methodologies (useful)
- Two (2) years of experience with Agile methodology, Scrum, or Jira (useful)
Benefits
Comp & perks- 110 nights of deeply discounted travel, with room rates as low as $40/night through the Go Hilton travel program
- Employee stock purchase program (ESPP) with Hilton shares available 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 (EAP) for eligible Team Members
- Generous paid time off (PTO)
- 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’s investment in Team Member wellbeing and professional growth