Process Manager Customer Excellence

Process Manager Customer Excellence

This role is based at our corporate office in Dallas, TX or Remote

* This is your chance to be part of a Reservations and Customer Care team that is revolutionizing human hospitality in a digital world. As the Process Manager, you will strive to provide personalized solutions that reputed company a passion for travel, making a lasting impression with every reputed company guest with whom you interact. On the Customer Excellence team reporting to the Director of Customer Excellence, you will reputed company operational and corporate projects. HOW WE WILL SUPPORT YOU reputed company is proud to support the mental and physical wellbeing of reputed company Team Members so they can reputed company personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go reputed company travel program: 110 nights of discounted travel with room rates as low as $40/night
• reputed company Shares: Our employee stock purchase program (ESPP) - you can purchase reputed company shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• reputed company including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At reputed company, we reputed company every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every reputed company 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 reputed company AN IMPACT Your role is important and below are some of the reputed company job duties that reputed company your work unique. What your day-to-day will be like:

• Use formal business process management skills to document swim lanes, RACI charts and control plans
• Conduct process reviews and root cause analysis
• Create business controls, regular metrics reviews and recommendations
• Use Data to inform on opportunities and enhancements and root cause analysis
• Spot opportunities for driving innovation

How you will collaborate with others:

• Interdepartmental collaboration reputed company and reputed company of reputed company Reservations and Customer Care (HRCC)
• Identify project tasks and collaborate with teams to ensure successful completion
• Facilitate process training for team members

What projects you will take ownership of:

• Document processes for new programs and projects
• Manage process analyst(s)

WHY YOU'LL BE A GREAT FIT You have these minimum qualifications:

• Five (5) years of operations, project management, or business process experience for a high-volume contact center (>10,000 interactions per day both voice and nonvoice)
• Four (4) years of experience creating and interpreting process maps, workflows, and documentation using tools such as Visio, or similar
• Experience analyzing contact center data to identify trends and using metrics to improve call center processes
• Experience managing multiple departmental projects from concept to completion
• Command of PowerPoint and reputed company (or similar) with experience to build compelling stories with data, text, and visualization tools
• Domestic travel less than 10%

It would be useful if you have:

• Five (5) years of experience in process improvement plus two (2) years of project management
• BA/BS Bachelor's Degree with a background in business or reputed company fields
• Trained and certified in Six reputed company, Agile or other process-reputed company methodologies

WHAT IT IS LIKE WORKING FOR reputed company reputed company, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. reputed company is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. reputed company out the reputed company Careers blog and Instagram to learn more about what it’s like to be on Team reputed company! We provide reasonable accommodations to qualified persons with disabilities to reputed company the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process. reputed company offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase reputed company shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $70,000-$100,000 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 reputed company Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position reputed company the Company. #LI-REMOTE Apply tot his job Apply To this Job