Job Description

This role is based at one of our corporate offices in McLean, VA or Dallas, TX

This is your chance to be part of a Marketing & Loyalty team that attracts customers to Hilton through strong storytelling, top-rated rewards, and unique customer experiences and partnerships. As the Manager, Hilton Honors Elite Experience you will support the team in delivering world-class elite member experiences and program benefits. On the Hilton Honors global team reporting to the Director, Hilton Honors Member Experience & Engagement you will help lead the strategy and delivery of benefits for Hilton's most valued members.

What you'll do during a typical day:

• Serve as the strategic lead for premium loyalty service experiences, ensuring dedicated support channels deliver an exceptional experience for the company's most valuable members.
• Partner with Customer Care leadership to operationalize and continuously improve service models for elite member segments.
• Establish service standards, operating procedures, and escalation frameworks for dedicated elite member support teams.
• Design, implement, and measure elite member recognition and surprise-and-delight programs.
• Analyze elite member feedback, service interactions, and operational performance to identify opportunities for experience improvement.
• Develop reporting and executive insights on elite member experience performance, service trends, and strategic opportunities.
• Lead continuous improvement initiatives to enhance satisfaction, reduce friction, and increase loyalty among top-tier members.

How you'll collaborate with others:

• Work with cross-functional teams throughout the organization to drive forward the vision and strategy for the elite member experience.
• Act as the primary liaison between Loyalty, Customer Care, Marketing, Hotel Operations, CRM, and Product teams to resolve member pain points and drive seamless customer journeys.

Projectsyou'll take ownership of:

• Performance reporting and insights.
• Elite member experience delivery including interpreting member feedback and how to adjust/improve the program service for these high-value members.
• Elite member recognition and surprise-and-delight programs.

What It Takes to Make the Stay

You have these minimum qualifications:

• Five (5) years of experience in loyalty, customer experience, customer service strategy, hospitality operations, consulting, or related fields.
• Experience leading cross-functional initiatives from strategy through execution.
• Experience translating data into actionable recommendations.

It would be useful if you have:

• Experience working with customer care, contact center, or service delivery teams, including familiarity with service metrics, escalation management, and customer experience improvement initiatives.
• Experience with and understanding of customer experience and creating differentiated service models for high-value customers.
• Experience analyzing customer feedback, service interactions, or operational performance data to identify trends and drive improvements.
• Collaboration with team members delivering a product/service to customers.

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 $90,000 - $130,000 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, consistent with other team members at the same level and/or position within the Company.