Together, We Can.
Discover a Grand Career with Hilton Grand Vacations where you will be welcomed into an inspiring environment in which a complementary team that supports one another, and stands out for who they are and what they contribute to the team. Team members take pride in providing our guests and owners with five-star vacation experiences.
The New Member Journey (NMJ) Strategic Operations, Senior Manager is responsible for the control of program operations with the purpose of streamlining new program launch(es) and ongoing support to the field Strategic operations, NMJ and leadership teams. This includes planning, organizing, and supervising operations, production processes, and delivery to produce the desired outcome of high-quality member care and tour experience that exceeds HGV and member expectations.
This role has an enterprise-wide leadership outlook around synergies between corporate, field sales, marketing and site leadership with a strong focus on creating impeccable customer care and maximizing the profit per tour. Maintaining and growing new relationships, the Senior Manager uses effective leadership strategies to help navigate collective team success through strong communication, collaboration, and precision.
Essential Job Functions:
- Oversees field Strategic operations of the overall company’s New Member Journey program including focus on Hilton Grand Vacations new member journey call center operations, NMJ member teams, partnership with Sales and Direct Marketing.
- Manages implementation project plans and road map, defining project phases and timelines, and delivering results as defined stages throughout the launch process.
- Assists and aligns objectives, reporting, milestones and effective site and leadership communication on an ongoing basis.
- Strong collaboration with recruiting team, identifying hiring needs, while assisting with interviews and hiring processes.
- Establishes and drives processes for operational enhancements and streamlined workflows for new or existing programs and special projects.
- Collaborates and supports field Strategic operations and leadership teams across the organization.
- Manages the research and development process for new programs or enhancements to existing programs, applying design and best practices to develop recommendations that will follow an iterative process through research, development, and testing.
- Develops presentations as necessary around program updates, enhancements, process improvements, identifying future risks, and promoting interactive best practices.
- Provides status reports updates of projects and KPI’s to senior leadership, with the ability to identify and explain variances from original plan/budget.
- Key contributor in providing cross-functional support to other department team members and key stakeholders.
Why Team Members Love Working Here:
- Driven Base Pay Plus Monthly Performance Incentives!
- Get your earned pay any time before payday through Daily Pay*
- Medical, Dental, and Vision benefits starting on Day One.
- Generous Vacation Time Off Program and Paid Sick Time.
- GO Hilton Discounted hotel rates worldwide!
- Tuition reimbursement programs.
- Recognition Programs and Rewards.
- Internal Growth and Career Pathing.
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- Ability to manage, empower and exceed goals
- Ability to work a flexible schedule including nights, weekends, and Holidays
- Demonstrated ability to be professional and get along with internal and external customers
- Results oriented, with strong analysis, evaluation and planning capabilities
- Proven track record in efficiency and performance management
- Reliable transportation and flexibility with work locations
When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Qualifications:
To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
- Two+ years of sales, marketing, operations
- Proficiency in systems of reference and other software programs
- Project management skills
- Organization and time management skills
- Problem solving skills
- Excellent communication and presentation skills
- Understanding of cross functional sales, marketing, and operations practices
- Strategic planning and process optimization
- Ability to manage extensive amounts of information and tasks and to prioritize the high-value tasks while focusing under a fast paced, ever-changing environment
- Possess strong knowledge of industry’s key performance indicators
In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:
- Experience in timeshare industry 5+ years
- Self-directed, driven, strategic thinker with a commitment to success
- Articulated, tactful written and verbal communication skills to collaborate with all levels of the organization, including ability to participate in executive meetings and conduct executive presentations
- Results oriented, with strong analysis, evaluation and planning capabilities
- Resourceful and assertive, proactively searches for solutions to roadblocks and problems
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
