Senior Manager, HRCC Learning Programs

Job Description

What will I be doing?

The Senior Manager of Learning Programs is responsible for project management and learning needs analysis, instructional design, curriculum development, and implementation of blended learning programs to support Hilton Reservations and Customer Care. The Senior Manager of Learning Proagrams reports to the Director of Learning & Development for HRCC, Customer Experience, and Technology and drives the function of learning consulting within L&D to advise our internal stakeholders on recommended learning programs and deliver on those programs primarily through learning vendors!

More specifically, you will:

  • Provide leadership, mentorship, support, and direction to the HRCC Learning Team.
  • Work with business partners to evaluate performance needs, field various training requests, and recommend a course of action.
  • Prioritize learning intake requests, and provide guidance and expertise in instructional design, development approach, and project management practices.
  • Optimally lead project costs and spending against approved budget.
  • Collaborate and plan with Learning counterparts at HRCC Partner offices to deliver internal training content.
  • Coordinate with Workforce Optimization and Recruiting Team to steadily review hiring and upskilling plan.
  • Run the development of program participants in alignment with organizational goals and needs.
  • Leverage reporting and analytics to identify training gaps in learning programs and evaluate program efficiency through training evaluations.

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:

  • Ability to direct a team of learning professionals to complete the HRCC learning strategy and vision through strong design, content creation, and facilitation responsibilities.
  • Capacity to prioritize multiple projects and proactively consult with key team member groups and reach a consensus for practical solutions.
  • Excellent written and presentation communication skills.
  • Strong problem-solving skills, including the ability to: optimally address any issue in collaboration with others as appropriate, proactively identify and prevent potential problems, and develop problem-solving skills among direct reports and other team members.
  • Ability to measure key results of learning initiatives as it connects to learning quality, Team Member happiness, and business impact where appropriate.
  • Budget development and leadership skills, including setting funding priorities and developing annual budgets.
  • Ability to take the initiative, proactively identify needs, innovate, and prioritize team member activities to deliver against core strategic goals.
  • Previous experience with multimedia and eLearning development tools such as Captivate, Articulate, Storyline, Adobe Premiere, After Effects, or Camtasia Studio.
  • Ability to travel as needed up to 25%.

Job Requirements

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

  • Five (5) years in a people management role within the field of Learning & Development, Human Resources, Talent Management, Leadership Development, or Organizational Design
  • Three (3) years of learning and development experience
  • Three (3) years of project management experience

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

  • Five (5) years of demonstrated experience in Instructional Design and Learning Delivery platforms in a Call Center environment within a global organization
  • Five (5) years of hospitality leadership experience
  • Bachelor's Degree or certifications in Human Resources, Learning, Organizational Psychology or Design, or Communications
  • Certification in one or more of the following: Associate Professional in Talent Development (APTD), Certified Professional in Talent Development (CPTD), Project Management Professional (PMP)

Additional Details

Date posted: 07/10/2023

Location: Dallas, TX, or Remote

Contact: Monique Donahue


Apply Online:

Prefer: online

Company Name: Hilton


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 paid 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, access to a care coordination program (“Wellthy”),  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 $85,000-$120,000 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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