Senior Director, Call Center Operations

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POST DATE 9/16/2016
END DATE 10/16/2016

Hilton Worldwide Orlando, FL

Orlando, FL
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


What will I be doing? The Senior Director of Call Center Operations is responsible for optimization of Marketing Operations programs and processes. This role is expected to contribute significantly to improved sales and marketing strategy, including the development of campaign, product and pricing initiatives. Requires healthy interaction with the Customer Care functions in order to optimize customer delivery resulting in improved sales efficiencies. Coordinates program roll-outs with VP Marketing Operations, all Call Center management, Sr. Director of Customer Care, Regional Sales VPs and the SVP of Marketing to ensure alignment with key business drivers for the Marketing division. The four primary objectives are i) evaluate and improve marketing operations processes and strategies to help realize higher yields and lower costs ii) optimize program launch planning and program setup to ensure focus on cost efficiencies, sales per hour, lead conversion, sales volume, and VOI sales. iii) Coordinate production forecasts and processes with distribution centers to ensure correct fulfillment capacity. iv) Implement corporate initiatives across the Direct marketing organization. Additional key expectations are to ensure Legal compliance of marketing programs prior to program launch and to facilitate communication, coordination and execution of corporate initiatives Shapes Strategy: * Supports VP marketing with the development and implementation of Corporate Marketing initiatives * Works in direct concert with Call Center Marketing Leadership and site Leadership to develop programs and strategy of Call Center Operations to realize future goals, plans and objectives * Develops distinctive strategies to achieve and sustain competitive advantage, focused on maximizing overall distribution center EBITDA in the market place * Obtains information and identifies key issues and relationships relevant to achieving a long-range goal or vision; anticipates risk and devises plans to manage them; adjusts quickly to changing market * Creates competitive and breakthrough marketing and operational strategies and plans Systems, Process Optimization: * Develops and manages tools to evaluate and improve ongoing operational models and processes to evaluate and improve program performance * Leverages technology for customer insights, operational efficiencies, business intelligence and performance analysis in order to drive functional efficiencies/effectiveness * Engage internal analytic resources to identify optimal systems and processes for measuring HGV performance against goals * Conducts systemic analysis to evaluate effectiveness of compensation incentive structures to ensure cost and performance optimization * Maximize and manage Optimum Effort productivity systems across departments to exceed performance expectations * Ensure program and performance metrics tracking and reporting for effective analysis * Evaluate operational issues driving customer dissatisfaction and provide closed loop solutions for Call Center Management * Develop new operational processes while streamlining and optimizing existing systems Drives Execution: * In partnership with VP Marketing, IT, Call Center and Distribution Center Leaders, coordinate and facilitate execution of new marketing program launches and enhancements * Ensures legal compliance and maintenance of all marketing programs * Evaluates, quality assures and manage post sale customer communication content and delivery process * Manage and improve workflow processes throughout the Direct Marketing organization Drive for Results: * Exceed budget in all performance metrics * Create and refine all Marketing Proformas, initiatives and performance analysis * Support Marketing Leadership with strategic and logistical support to ensure optimal departmental performance * Provide regular evaluation and performance reports to Senior Management * Work with the site Marketing Directors and Project Directors to evaluate and optimize processes to drive sales results * Support process improvement and logistics for site executed marketing initiatives * Leverage technology and web/e-medium to improve efficiencies and lower costs * Provide enhancement support to e-marketing channels to improve yield, increase efficiencies and optimize processes * Ongoing review and maintenance of customer communications content Required Qualifications: * Strategic and Critical Thinking skills * Direct Marketing Experience - develop, measure and execute and fulfillment of marketing campaigns * Strong experience with time share package * Strong Ability to execute * Strong workflow process skills * Strong understanding of call center environment * Ability to build relationships and work within a team environment for mutual success * Strong Excel modeling and analytical skills * Excellent interpersonal, writing and presentation skills * BA/BS/Bachelor's Degree * 10+ years related experience * 10+ years of Management or supervisory experience * Ability to travel Successfully demonstrated experience in: * Analyzing complex strategic issues and defining executable business cases and plans as well as integrating best practices * Influencing and working successfully with varied audiences (senior leaders in the organization in multiple functions) * Developing relationships, generate respect and trust from many internal and external constituencies * Structuring and driving business processes/plans through complex, global organizations * Driving and exceeding Business Performance * Proven success in operations intensive environment * Works well in a multi-functional team environment, building consensus to attain common goals Preferred Qualifications: * Operational experience; multifaceted, proven ability to handle a diverse range of internal and external challenges and opportunities. * Excellent verbal and written communication skills for internal communication with proven ability to build consensus and execute plans in a team environment. * Excellent marketing, sales and management skills. * MS/MS/Master's Degree * Six Sigma Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.