Senior Manager Service Improvement Program (Coach)

The location for this position is virtual/remote (within the U.S.)

This is your opportunity to be part of Hilton's in-house Brands team of industry experts, partnering directly with hotel leaders to elevate the guest experience through structured service improvement efforts.

The Service Improvement Program focuses on Hilton's lowest-performing hotels, generally those in the bottom 5-10% of Service Quality performance as measured by Stay Score.

As a Senior Manager Service Improvement Program (Coach) reporting to the Director Service Improvement Program, you will coach a portfolio of hotels through Hilton's Service Improvement Program, helping leadership teams identify opportunities, work through root cause analysis and process improvement assessments, activate solutions, and sustain performance improvements over time.

You will be a trusted advisor, coaching on-property leaders, above-property representatives, and their teams through a structured improvement journey that drives meaningful, measurable, and sustainable change.

during a typical day:

• Coach assigned hotels through all phases of the Service Improvement Program lifecycle (diagnosing, action planning, and activating)
• Facilitate structured discussions to identify guest friction points, service gaps, top problem root causes, and process improvement opportunities.
• Coach hotel teams in building clear, actionable improvement plans that address top problems and drive sustainable results.
• Monitor progress against action plans and help teams stay focused on execution and outcomes.
• Serve as a trusted advisor to hotel leadership teams, providing coaching, challenge, and guidance to accelerate performance improvement and sustain results.
• Analyze guest feedback, operational data, and field observations to inform recommendations.
• Navigate complex situations while balancing brand standards and owner expectations.
• Participate in calibration and consistency exercises to ensure alignment in program delivery.
• Manage travel and workload to support hotel engagement and program cadence.

How you'll collaborate with others:

• Build strong, trust-based relationships with on-property leaders and above-property representatives.
• Partner with Brand Performance Support, Quality Assurance, Brand Management, and other corporate teams to align on improvement priorities.
• Act as a liaison between hotels and corporate partners to clarify expectations and drive solutions.
• Communicate effectively with stakeholders at all levels including senior leaders, management companies, and owners.
• Contribute to a collaborative team environment, sharing insights and best practices across Coaches.

Projects you'll take ownership of:

• End-to-end management of Service Improvement Program delivery, ensuring consistent execution across an assigned portfolio of hotels
• Progress tracking, reporting, and documentation of hotel improvement journeys
• Coordinate hotel engagement schedules, travel planning, and follow-up activities
• Identify and communicate program trends, risks, and opportunities for continuous improvement

What It Takes to Make the Stay

You have these minimum qualifications:

• Five (5) years of management experience in Hotel Operations
• Three (3) years of experience as a General Manager, Executive Committee Member, or Director on property
• Valid Driver's license
• Travel up to 75%

It would be useful if you have:

• Experience in service improvement, consulting, or operational excellence programs
• Experience or training in Root Cause Analysis and Process Improvement
• Fluency in Spanish
• Problem resolution and consulting skills to mitigate potential conflicts/issues with general managers, owners, and internal customers while upholding the integrity of the brand

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 $100,000 – $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.

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