Sr. Manager New Member Journey

Working at HGV...

Discover a grand career with Hilton Grand Vacations where you will be welcomed into an inspiring environment in which a diverse team of Team Members supports one another, and stands out for who they are and what they contribute to the team. Team members take pride in providing our guests and owners with five-star vacation experiences.

About the role:

This role is crucial in leading and supporting strategies to improve the new member journey across the company’s business channels, ensuring program and brand continuity while meeting organizational and operational objectives.

Key Responsibilities:

• Directly supervise, mentor, and support a highly specialized and diverse group of agents and leaders, coordinating the daily operations, objectives, and performance of the New Member Journey team
• Focus on all aspects of new member onboarding satisfaction and care and the supervision of our dedicated New Member Journey guides
• Supervise and measure sales and service metrics and utilize data-driven reporting and other tools to develop standards, improvements, or process changes, to meet and/or exceed operational and expense budgets in assigned regions and programs
• Make recommendations for changes to sales and services based on owner feedback and establish efficient and balanced workflows that enhance efficiency and produce high levels of service quality and owner satisfaction.
• Provide outstanding leadership with hands-on, inspiring, and motivating management practices to maintain schedules, attendance, and headcount while maintaining a positive work culture
• Collaborate with various departments and ensure project/department milestones/goals are met
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

Why Team Members Love Working Here?

• Driven base pay plus monthly performance incentives
• Get your earned pay any time before payday through DailyPay*
• Medical, Dental, and Vision benefits starting on Day One
• Generous Vacation Time Off Program and Paid Sick Time
• GO Hilton Discounted hotel rates worldwide
• Tuition reimbursement programs
• Recognition Programs and Rewards
• Internal Growth and Career Pathing

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Call center/telemarketing
• Management / supervisory
• Campaign management
• Microsoft Office Suite
• Ability to work a variable schedule
• Proven track record in productivity and performance management of diverse teams of different functions, strategic business vision and planning, communication, techniques, quality management, adherence to corporate policies and procedures, and proficiency in common computer software e.g. MS Office Suite

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• Experience leading a team of 20+ team members
• Self-directed, driven, strategic problem solver with a dedication to success
• Articulated, tactful written and verbal communication skills to collaborate with all levels of the organization, including the ability to participate in executive meetings and conduct executive presentations
• Ability to handle extensive amounts of information and tasks and to prioritize high-value tasks while focusing on a fast-paced, ever-changing marketing environment
• Results-oriented, with strong analysis, evaluation, and planning capabilities
• Resourceful and outspoken, proactively searches for solutions to roadblocks and problems

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests' vacation dreams to life.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.