Senior Director, Service Improvement Program

Exceptional Hospitality Starts with You
This role is based at our corporate office in McLean, VA
This is your chance to lead an enterprise Service Improvement Program that helps Hilton protect and strengthen the guest experience across participating hotels. As Senior Director Service Improvement Program reporting to the Vice President Brand Performance Support, you will set the strategic direction, governance, financial discipline, and performance management approach for the program while partnering across Brand Performance Support, Brands, Owner Relations, Operations, Customer Promise, Customer Insights, and external partners. You will be accountable for program strategy, budget stewardship, third-party vendor oversight, program performance health, executive communications, and continuous improvement that drives measurable business results.
What you'll do during a typical day:
Program Strategy & Governance
Define the long-term vision, strategy, operating model, and governance framework for the Service Improvement Program, ensuring alignment with Hilton's enterprise priorities and service excellence objectives.
Partner across the enterprise to drive program alignment and effectiveness, continuously enhancing program design, methodology, support models, and delivery execution based on business needs, stakeholder feedback, operational challenges, and industry trends while representing the program in key strategic initiatives and leadership forums.
Program Performance & Business Impact
Review program health, performance trends, participation metrics, hotel improvement outcomes, service quality indicators, and risk signals to identify opportunities and recommended actions.
Develop and maintain program scorecards, dashboards, reporting frameworks, and business review materials that measure program effectiveness, return on investment, and enterprise impact.
Use data, analytics, guest feedback, hotel insights, and operational performance trends to guide strategic decisions, prioritize improvement opportunities, and strengthen overall program performance.
Financial & Vendor Management
Oversee the annual Service Improvement Program budget, including financial planning, forecasting, expense management, resource allocation, and executive-level budget reporting.
Develop business cases, investment recommendations, and funding plans to support program enhancements, program growth, technology enablement, and operational efficiency opportunities.
Oversee third-party vendor relationships supporting program delivery, including contract governance, service delivery expectations, quality standards, performance reviews, issue resolution, and value realization.
Executive Communications & Stakeholder Leadership
Serve as the primary program leader and strategic advisor for the Service Improvement Program, building trusted relationships with senior leaders and key enterprise stakeholders.
Develop and deliver regular business reviews, strategic updates, executive summaries, and recommendations for Hilton senior leadership, including program performance, financial health, achievements, risks, and future priorities.
Team Leadership & Continuous Improvement
Lead, develop, and inspire a high-performing team responsible for program operations, performance management, stakeholder engagement, and strategic execution.
Champion process improvement efforts that simplify operations, enhance stakeholder and participant experiences, improve documentation discipline, and increase program effectiveness.
How you'll collaborate with others:
Partner with Brand Performance Support leaders and cross-functional stakeholders across Brands, Owner Relations, Operations, Customer Promise, Customer Insights, Finance, Procurement, Legal, and external vendors to align priorities and deliver measurable business outcomes.
Participate in senior leadership routines, business reviews, performance forums, and enterprise initiatives where Service Improvement Program leadership and expertise are needed.
What It Takes to Make the Stay
You have these minimum qualifications:
Seven (7) years of related professional experience in program leadership, hospitality operations, brand performance, service improvement, strategy, or a related discipline.
Five (5) years of experience leading enterprise-level programs, operational initiatives, or hotel performance support strategies.
Three (3) years of people management experience, including leading teams, coaching talent, and building organizational capability.
Experience managing budgets, forecasts, business cases, and financial performance for a program, function, or initiative.
Experience overseeing third-party vendors, partner relationships, contracts, service delivery expectations, and performance outcomes.
Demonstrated experience developing executive-level communications, presentations, business reviews, and performance updates for senior leadership.
Strong understanding of franchisee/franchisor or owner relationships.
Willing to travel (25%)

Work arrangement
No