Contact Management Operations ManagerHilton

Contact Management Operations Manager

Position Purpose:

• The Manager of CMM Operations is responsible for reliable operation, management and protection of company databases, data systems and informational assets to drive performance of sales, marketing and other data-centric operations of HGV. Position will involve day to day management and support of Contact Management Marketing System, and inbound/outbound campaigns, supporting the multiple business units.
• Develop short, mid and long term strategies that ensure continuous improvement in the bottom line performance of the multiple business units.
• Work with internal and external technology support teams to mitigate technology issues and develop new technology solutions.
• Perform data queries as needed for analysis and reporting Analyze data for trends to forecast future statistics work with Analysts group.
• Design, build, and maintenance of campaigns, calling lists filters, reports, and list strategies - work with Campaign Management.
• In addition, the Manager is responsible for data delivery subsystems (such as predictive dialers) and full regulatory compliance in all use of data collected or provided through any system managed.

ESSENTIAL FUNCTIONS:

Day to Day Operations Management:

• Reliable, secure and compliant operation of telemarketing tools to meet business productivity objectives.
• Continuous development and enhancement of dialer system architecture to meet business objectives.
• Active coordination with marketing management to meet business needs through systems.
• Reliable operation of call center technology

Dialer and Marketing Systems Administration:

• Reliable operation of call center technology to drive daily productivity.
• Quality assurance of all programs.
• Timely and accurate reporting of dialer data usage and performance.
• System Maintenance
• Work with Marketing Systems Database Administrator and Marketing Systems Sr. Management
• Ensure system integration points are working properly and optimized at all times
• Will manage the work product of the Operations Specialists and Automation Specialists

Compliance:

• Oversee all compliance of data and systems utilized.
• Assure company compliance with all Federal and State laws and company policies pertaining to PII.
• Assure company compliance with all Federal and State laws and company policies pertaining to PCI.
• Assure company compliance with all Federal and State laws and company policies pertaining to Outbound and Inbound Telemarketing.
• Assure robust data history files and recordings are utilized and maintained to document activity.
• Actively coordinate with Legal department to confirm HGV compliance.
• Act as a consultant to other regions and delivery systems that are not directly managed to ensure compliance
• Perform internal compliance audits as requested or required to demonstrate to executive leadership full compliance to state and federal laws.
• Actively address any non-compliance and report it to Senior Management with mitigation plans

Build and Manage Talent:

• Prospects external talent for future HGV positions
• Recruitment and Selection - Finds and selects the right talent for the organization
• Coaches, develops, measures and mentors Direct Reports for future leadership positions and succession planning

Drive for Results:

• Meet or exceed budget, plan and goal of defined performance
• Manage execution
• Manage and improve processes

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Excellent technical skills and expertise related to data assets and their use in driving performance through Direct Marketing Channels
• Thorough knowledge of dialer technology, systems, processes and practices as it pertains to the direct marketing (Timeshare products preferred)
• Ability to organize work and manage teams to meet deadlines while producing a significant volume of work product.
• Proven abilities in interpersonal, writing and presentation skills
• Proven abilities in developing and managing a team capable of carrying out necessary strategies and tactics.

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
• Maneuvering and leveraging a Timeshare Organizations multiple operational units, while understanding how the business flows through all areas of the organization
• Establish and working closely with multidisciplinary project teams

EOE/AA/Disabled/Veterans