Job Description

This role is based at our corporate office in McLean, VA

As the Senior Director, Owner Relations HUB (US & Canada), reporting to the Vice President, Owner Relations, you will lead Hilton's centralized Owner Relations HUB, providing strategic leadership for the teams responsible for supporting owners throughout the earliest stages of their Hilton journey.

You will oversee both the New to Hilton Owner Relations Team, supporting first-time owners from Franchise License Agreement execution through six months after hotel opening, and the Hilton Owner Support Team, supporting small ownership groups operating Hilton-branded hotels across the United States and Canada. Together, these organizations support approximately 2,000 ownership groups while delivering a consistent, scalable, and owner-centric experience that strengthens Hilton's relationships with owners and enables continued portfolio growth.

You will shape the future of Hilton's centralized owner support model by driving operational effectiveness, organizational capability, cross-functional collaboration, and continuous improvement while developing exceptional leaders and teams.

What you'll do during a typical day:

• Lead Hilton's centralized Owner Relations HUB, providing strategic and operational leadership for two Owner Relations verticals supporting approximately 2,000 ownership groups throughout the US and Canada.
• Establish the vision, operating model, service standards, and performance expectations for the HUB, ensuring exceptional owner experiences while delivering scalable, sustainable support.
• Lead a team of Directors, Senior Managers, Managers, and Analysts while building organizational capability, succession plans, and future leaders.
• Champion an owner-first culture that delivers proactive engagement, issue resolution, and exceptional service throughout the owner lifecycle.
• Drive operational excellence through process optimization, workflow improvements, automation, technology enablement, and continuous improvement initiatives.
• Develop scalable support frameworks for Owner Relations processes, including owner onboarding, issue resolution, ownership transitions, enterprise programs i.e. Hilton RISE, franchise fee inquiries, and enterprise initiatives.
• Establish key performance indicators, governance, and executive reporting that measure owner satisfaction, operational performance, service quality, and organizational effectiveness.
• Use owner feedback, operational metrics, and business insights to identify opportunities, improve service delivery, and influence enterprise priorities.
• Ensure seamless transitions between the New to Hilton Owner Relations Team and the Hilton Owner Support Team, creating a consistent experience throughout the owner lifecycle.
• Be the executive point of escalation for complex owner issues requiring enterprise coordination and executive visibility.
• Lead strategic initiatives that improve the scalability, consistency, and effectiveness of Owner Relations HUB Operations while supporting Hilton's continued growth.

How you'll collaborate with others:

• Partner with Owner Relations field leadership to ensure seamless collaboration between centralized and regional owner support teams.
• Build trusted relationships with ownership groups, management companies, and above-property stakeholders throughout the United States and Canada.
• Collaborate with Development, Hotel Openings, Commercial Services, Revenue Management, Distribution, Brands, Brand Management, Finance, Operations, Technology, Legal, AD&C/PIPs, and Customer Experience teams to deliver exceptional owner support.
• Represent the voice of Hilton owners across enterprise initiatives, ensuring owner needs are incorporated into strategic decisions and operational improvements.
• Partner with senior leadership to develop long-term strategies that strengthen owner engagement, improve operational efficiency, and support Hilton's growth objectives.

Projects you'll take ownership of:

• Leadership and continued evolution of Hilton's centralized Owner Relations HUB Operations model.
• Strategic oversight of two Owner Relations verticals supporting approximately 2,000 ownership groups across the United States and Canada.
• Develop and execute long-term strategies that improve owner satisfaction, operational excellence, and scalable service delivery.
• Organizational design, workforce planning, succession planning, and leadership development across the HUB organization with the team you will manage.
• Enterprise initiatives supporting new owner onboarding, ownership transitions, QA/RISE coordination, owner communications, and operational improvements.
• Executive reporting, dashboards, and analytics that measure owner experience, operational performance, service quality, and business outcomes.
• Process improvement initiatives that leverage technology, automation, and best practices to simplify owner interactions and improve organizational efficiency.
• Governance and operational readiness that supports Hilton's expanding owner community and development pipeline.

What It Takes to Make the Stay

You have these minimum qualifications:

• Ten (10) years of progressive professional experience in hospitality, franchise operations, owner relations, commercial strategy, customer success, operations, or related business functions
• Seven (7) years of leadership experience, including leading leaders within a complex, matrixed organization
• Demonstrated experience leading operational transformation, organizational change, or enterprise-wide process improvement initiatives
• Experience using operational data, analytics, and business insights to guide decision-making
• Experience managing complex cross-functional initiatives across multiple partners
• Travel up to 20%

It would be useful if you have:

• Experience in Owner Relations, Franchise Support, Hotel Operations, Commercial Services, or Brand Performance
• Experience leading centralized or shared-services organizations
• Knowledge of hotel ownership structures, franchise operations, hotel development, and owner lifecycle management
• Experience implementing Salesforce, workflow automation, AI-enabled support tools, or enterprise technology solutions
• Familiarity with hospitality performance metrics, including operations and commercial metrics (i.e., Stay Scores, RSI, CoStar, QA, RISE Reporting, owner Return on investment, and operational performance indicators)
• Master's Degree or MBA

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 $145,000 - $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.