Senior Manager, Global Vendor & Contract Management

***This role is Virtual or can be hybrid in our Dallas, TX corporate office***
Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact.
What will I be doing?
As the Senior Manager, Vendor, and Contract Management, you will ensure vendors are delivering personalized solutions that inspire a passion for travel and make a lasting impression with every Hilton guest. This includes identifying new and creative vendor contract pay models, negotiating contracts, being responsible for vendor networks, and leading projects to track vendor performance. This will require onsite visits to your assigned vendor(s) in various offshore locations. You will have the opportunity to ensure Hilton guests receive an outstanding customer experience while making a significant contribution to top-line revenue.
More specifically, you will:

• Conduct research to identify potential vendors and geographical locations based on HRCC needs and requirements
• Work with HRCC Shared Services team and other partners to make recommendations on the overall contact allocation strategy
• Develop a performance measurement strategy for the ongoing monitoring of vendor partner performance, through a series of standard methodologies
• Implement a vendor engagement structure and management routines (e.g., MBRs, QBRs, etc.) to drive consistent performance

Relationship Management:

• Inspire and influence key partners in the vendor location to significantly grow revenue and improve the customer experience
• Provide clear direction and leadership to the vendor team and work with them to establish and develop a high-performance sales and service culture
• Ensure assigned vendor(s) meets or exceeds all contractual critical metrics and report performance to key partners

Coaching & Development:

• Monitor and evaluate team members, including identifying improvement opportunities and developing them to achieve exceptional levels of performance
• Mentor and develop onsite supervisors and/or managers to deliver on sales and service targets
• Develop, track, and provide accurate metrics to drive performance reviews and evaluations

Cross-Functional Collaboration:

• Partner with the Legal team, HRCC leadership, and other key collaborators to negotiate new partner contract agreements (MSAs and SOWs) and handle contract disputes
• Engage relevant collaborators to develop standards for contracts and peripheral outsourcing agreements, including presentation of the budget, payment terms, financial implications, and operational processes

Analytics & Insights

• Develop criterion for vendor performance within the sales and service organizations and proactively review operations metrics to ensure alignment and achievement
• Identify key trends using knowledge of geographic and local customer needs to recommend customized business solutions for HRCC contract mediation and governance

What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:

• Experience managing large offshore contact center outsourcing relationships, either remotely or onsite, or in an operational role for a BPO
• Effective negotiation skills with the ability to find mutually beneficial solutions that will incent the partner to perform
• Solid understanding of contact center outsourcing operations, contract mediation, and commercial agreements
• Ability to develop team leaders through training and mentoring to deliver sales and customer experience targets
• Ability to understand contact center sales results and highlight improvement areas and potential
• Proven ability to develop and maintain relationships with a diverse group of collaborators, ranging from senior executive to middle managers to individual contributors
• Results-orientated self-starter with a sense of urgency and the capacity to drive needed change

To fulfill this role successfully, the candidate should demonstrate the following minimum qualifications:

• Five (5)+ years of management level contact center experience
• International travel between three (3) and five (5) weeks per year, two to three (2-3) times per year

It would be advantageous in this position for the candidate to demonstrate the following capabilities and distinctions:

• BA/BS/Bachelor's Degree
• Seven (7)+ years of experience leading large offshore contact center relationships
• Strong knowledge of customer engagement technologies (both online and voice)
• Two (2)+ years of management or supervisory experience

What is it like working for Hilton?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World's Best Workplaces.
We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members' unique perspectives and voices-along with those of our Guests, Owners, Suppliers, and Partners-to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of parental leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, travel insurance, a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $ 75,000-$110,000 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. #LI-REMOTE