Job Description

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

This is your chance to lead an enterprise Service Improvement Program that helps Hilton protect and strengthen the guest experience across participating hotels. As Senior Director Service Improvement Program reporting to the Vice President Brand Performance Support, you will set the strategic direction, governance, financial discipline, and performance management approach for the program while partnering across Brand Performance Support, Brands, Owner Relations, Operations, Customer Promise, Customer Insights, and external partners. You will be accountable for program strategy, budget stewardship, third-party vendor oversight, program performance health, executive communications, and continuous improvement that drives measurable business results.
What you'll do during a typical day:

• Program Strategy & Governance
  • Define the long-term vision, strategy, operating model, and governance framework for the Service Improvement Program, ensuring alignment with Hilton's enterprise priorities and service excellence objectives.
  • Partner across the enterprise to drive program alignment and effectiveness, continuously enhancing program design, methodology, support models, and delivery execution based on business needs, stakeholder feedback, operational challenges, and industry trends while representing the program in key strategic initiatives and leadership forums.
• Program Performance & Business Impact
  • Review program health, performance trends, participation metrics, hotel improvement outcomes, service quality indicators, and risk signals to identify opportunities and recommended actions.
  • Develop and maintain program scorecards, dashboards, reporting frameworks, and business review materials that measure program effectiveness, return on investment, and enterprise impact.
  • Use data, analytics, guest feedback, hotel insights, and operational performance trends to guide strategic decisions, prioritize improvement opportunities, and strengthen overall program performance.
• Financial & Vendor Management
  • Oversee the annual Service Improvement Program budget, including financial planning, forecasting, expense management, resource allocation, and executive-level budget reporting.
  • Develop business cases, investment recommendations, and funding plans to support program enhancements, program growth, technology enablement, and operational efficiency opportunities.
  • Oversee third-party vendor relationships supporting program delivery, including contract governance, service delivery expectations, quality standards, performance reviews, issue resolution, and value realization.
• Executive Communications & Stakeholder Leadership
  • Serve as the primary program leader and strategic advisor for the Service Improvement Program, building trusted relationships with senior leaders and key enterprise stakeholders.
  • Develop and deliver regular business reviews, strategic updates, executive summaries, and recommendations for Hilton senior leadership, including program performance, financial health, achievements, risks, and future priorities.
• Team Leadership & Continuous Improvement
  • Lead, develop, and inspire a high-performing team responsible for program operations, performance management, stakeholder engagement, and strategic execution.
  • Champion process improvement efforts that simplify operations, enhance stakeholder and participant experiences, improve documentation discipline, and increase program effectiveness.

How you'll collaborate with others:

• Partner with Brand Performance Support leaders and cross-functional stakeholders across Brands, Owner Relations, Operations, Customer Promise, Customer Insights, Finance, Procurement, Legal, and external vendors to align priorities and deliver measurable business outcomes.
• Participate in senior leadership routines, business reviews, performance forums, and enterprise initiatives where Service Improvement Program leadership and expertise are needed.

What It Takes to Make the Stay

You have these minimum qualifications:

• Seven (7) years of related professional experience in program leadership, hospitality operations, brand performance, service improvement, strategy, or a related discipline.
• Five (5) years of experience leading enterprise-level programs, operational initiatives, or hotel performance support strategies.
• Three (3) years of people management experience, including leading teams, coaching talent, and building organizational capability.
• Experience managing budgets, forecasts, business cases, and financial performance for a program, function, or initiative.
• Experience overseeing third-party vendors, partner relationships, contracts, service delivery expectations, and performance outcomes.
• Demonstrated experience developing executive-level communications, presentations, business reviews, and performance updates for senior leadership.
• Strong understanding of franchisee/franchisor or owner relationships.
• Willing to travel (25%)

It would be useful if you have:

• BA/BS Bachelor's Degree or equivalent related experience.
• Experience working with Hilton Brands, Brand Performance Support, hotel operations, Owner Relations, or enterprise service quality initiatives.
• Demonstrated proficiency with Salesforce, Tableau, Power BI, Excel, PowerPoint or similar performance reporting and analytics tools.
• Experience leading change management, operational transformation, vendor optimization, or continuous improvement initiatives.
• Experience translating guest feedback, hotel performance data, and operational insights into scalable support strategies.

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.