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Director, Owner CRM Technical Architect

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Hilton Headquarters

2021-12-03 07:32:04

Job location McLean, Virginia, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

*** The location for this position is virtual/remote ***

The Hilton portfolio of hotels is comprised of 18 industry-leading and world-class brands. A dedicated team of industry experts in the domains of hospitality, brand management, innovation, food and beverage, wellness, owner relations, and more, leads our Brands organization with the steadfast goal of strengthening and growing the Hilton portfolio. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, Conrad, Canopy, Tempo by Hilton, DoubleTree, Curio Collection, LXR Hotels and Resorts, Hilton Hotels and Resorts, Motto, Signia by Hilton, Tapestry Collection, Hilton Garden Inn, Hampton, Tru, Embassy Suites, Homewood Suites, Home2 Suites, and Hilton Grand Vacations.

What will I be doing?

As the Director and Solution Architect of Owner CRM, you will strategically lead the overall design and architecture of Hilton's Owner CRM solution. In this position, you will work across Hilton's global enterprise, partnering closely with Hilton Owner Relations and Development teams to create a more seamless experience for Hilton owners, and the internal teams that support this customer group. You will lead a product delivery team to deliver a portfolio of products that include internal strategic account management tools and owner-facing self-service opportunities. Your team will interpret business requirements, recommend design solutions, and manage product-feature prioritization as you collaborate with Hilton Technology and Data Analytics teams for platform governance, key data integrations, and master data management.

More specifically, you will:


    -Collaborate with functional areas across the owner lifecycle globally to gain new insights on business processes and identify platform improvements.
    -Manage technical delivery, leading all aspects of a diverse team for continued growth and product improvements.
    -Partner with Hilton Technology Center of Excellence, to proactively govern the Owner CRM instance including updates from Salesforce, license strategy, code versioning, clear deployment schedules, and mirrored environment updates.
    -Stay ahead of Salesforce product enhancements and releases, creating impact analysis for business leaders with defined opportunities to improve processes and increase their user adoption.
    -Organize and prioritize projects, manage annual budgets for a 3rd party technical delivery strategy, and compose level-of-effort documentation tied to return on investment.
    -Direct multiple active workstreams across cross-functional teams serving as the portfolio release train engineer, with on-time, on-budget retrospective analysis.

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