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30 days ago
Requirements and responsibilities
Only accepting Current Team Member applications at this timeThe location for this position is virtual/remoteExceptional Hospitality Starts with YouAs a Development Coach supporting our Executive Customer Releations (ECR) team, you will lead Team Members who handle our highest-profile and most sensitive guest concerns forwarded from Hilton management and executive offices.This is a role for an experienced coach who excels at developing top-tier talent, strengthening judgment and empathy, and ensuring our most valued guests feel heard, cared for, and valued by Hilton. Reporting to the Manager for ECR, you'll partner with leadership and internal Hilton teams while coaching specialists who operate at a high level to address guest concerns and ensure full case ownership of all incoming cases.What you'll do during a typical day:Develop experienced Executive Escalations Specialists, strengthening judgment, communication, and service recovery decisions.Use coaching methodology to improve performance and enrich the Team Member experience.Review cases and written responses to ensure quality, consistency, and brand alignment.Support specialists as they manage complex escalations independently, stepping in as a trusted advisor when needed.Identify themes and trends from executive cases and partner with leaders to improve processes and the guest experience.How you'll collaborate with others:Communicate team and organizational objectives.Analize and define individual agent and team performance patterns and trends.Participate in initiatives that support larger department or corporate strategic vision.Balance multiple concurrent demands.Build trust and instill confidence to motivate others.Work with other teams to resolve complex guest situations.Deliverables you'll take ownership of:Performance development for a team Executive Escalations Specialists.Tailored plans and action steps aligned to quality, guest satisfaction, and outcomes.Quality oversight of executive-level cases, including written correspondence and recovery decisions.Documentation, performance insights, and reporting informing broader service improvements.Accountability for team performance while protecting the integrity of the guest experience.What It Takes to Make the StayYou have these minimum qualifications:Currently work as a Development Coach within HRCCOne (1) year in a customer-focused sales or service roleOne (1) year of experience leading or supervising a team of ten or more peopleKnowledge of and experience with Hilton Hotels and Hilton Honors products and servicesKnowledge of and experience with Guest Assistance service recoveryIt would be useful if you have:BA/BS Bachelor's Degree in Business Management Hospitality, or a related fieldTwo (2) years of experience in a medium to large call center environmentOne (1) year leading virtual teamsKnowledge of business mathematics, including calculating percentage changes and averages/weighted averagesWorking knowledge of Microsoft Excel, including understanding/manipulating spreadsheetsHow We'll Help You ThriveAt 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 programOwn 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 futurePaid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parentsPersonalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved onesCrisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional careMental 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 mostHealth & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family coveredFinancial 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.Join an Award-Winning Workplace CultureAt Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible.As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.Curious about life at Hilton? Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.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 $55,000 – $80,000 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
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