Senior Manager, Stay Score Support Program Administration

Exceptional Hospitality Starts with You

This role is based at one of our corporate offices in McLean, VA or Memphis, TN

This is your opportunity to be part of Hilton's in-house Brands team of industry experts, supporting BPS-led Stay Score Support Programs, including the Hilton Stay Score Support Program (HSSSP) and future programs designed to help targeted hotels strengthen the guest experience and improve Stay Score performance through scalable support models.

As Senior Manager, Stay Score Support Program Administration, you will lead the day-to-day administration and operational execution of Stay Score Support Programs. Working closely with the Director, Enterprise Initiatives Support - Guest Experience Programs, you will coordinate program planning and delivery, manage engagement and reporting processes, develop executive-ready communications and presentations, and ensure seamless administration of program workflows across each program cycle.

You will serve as a central point of coordination across program and deployment leads, facilitators and coaches, hotel and Management Company teams, and corporate and vendor partners, helping ensure programs operate efficiently, consistently, and at scale.

What you'll do during a typical day:

• Support the Director, Enterprise Initiatives Support - Guest Experience Programs in the planning, administration, execution, and continuous improvement of BPS-led Stay Score Support Programs
• Coordinate annual and cycle-specific planning across applicable program delivery models, including timelines, milestones, deliverables, launch readiness, and stakeholder responsibilities; for HSSSP, these models currently include Group, Management Company, and 1:1 support
• Manage program-specific hotel and Management Company onboarding and opt-in activities, reconcile participant lists, monitor capacity, and maintain accurate program tracking documentation
• Own engagement and participation tracking across live learning sessions, consultations, surveys, resources, and other defined program touchpoints
• Compile, validate, and distribute engagement reports, performance summaries, and program health updates; partner with applicable data, analytics, and program stakeholders to translate results into actionable insights
• Develop executive-level presentations, briefing documents, talking points, and leadership updates across Stay Score Support Programs
• Coordinate applicable Stay Score Support Program working groups and senior leadership meetings, including agendas, pre-reads, meeting materials, decisions, and action items.
• Coordinate program calibration sessions, dry runs, launch calls, and other team meetings or events to strengthen consistency in content mastery, facilitation, coaching, and delivery
• Manage and continuously improve automated and targeted communication workflows that support hotel invitation, onboarding, registration, engagement follow-up, session recaps, transitions, and sustainment
• Maintain program calendars, schedules, governance documents, playbooks, templates, FAQs, tracking tools, and operational resources across assigned Stay Score Support Programs
• Monitor program activity and proactively identify reporting gaps, delivery risks, capacity constraints, or opportunities requiring follow-up or escalation
• Partner with content, communications, resources, webinar, technology, and other applicable teams to ensure program materials are accurate, accessible, and aligned with each program's methodology and business needs
• Support special projects, audits, vendor partnerships, and improvement initiatives related to current and future Stay Score Support Programs

How you'll collaborate with others:

• Partner closely with the Director, Enterprise Initiatives Support - Guest Experience Programs to support overall Stay Score Support Program strategy, administration, execution, and leadership alignment
• Collaborate with Brand Performance Support, Enterprise Initiatives Support, Brand and Category teams, Owner Relations, Hotel Leader Support, Communications, Quality Assurance, and other corporate partners as needed
• Coordinate communication and collaboration among Hilton Team Members, program and deployment teams, Management Company leaders, hotel teams, and designated third-party service partners to support consistent program execution and delivery
• Support program and leadership meetings by developing reports, presentations, recommendations, and materials
• Share participation trends, program insights, qualitative feedback, risks, and observations with stakeholders to support informed decision-making, continuous improvement, and future-cycle planning

Projects you'll take ownership of:

• Annual and cycle-specific project plans, governance cadence, calendars, and launch readiness for assigned Stay Score Support Programs, including HSSSP
• Program-specific hotel and Management Company opt-in, onboarding, registration, cohort reconciliation, and participation tracking
• Engagement and participation tracking, recurring attendance reporting, dashboard inputs, data validation, and reporting quality control
• Executive communications, presentations, leadership updates, and meeting materials across assigned programs
• Program communication workflows, including invitation, onboarding, registration follow-up, session follow-up, transitions, and sustainment communications
• Program documentation, templates, resource management, and centralized file organization
• Program improvement initiatives, vendor coordination, audits, automation opportunities, and special projects

What It Takes to Make the Stay

You have these minimum qualifications:

• Five (5) years of experience in program administration, project management, hotel operations, guest experience or performance improvement.
• Three (3) years of experience developing executive-level reports, presentations, and communications
• Experience managing complex, cross-functional programs, and workstreams
• Willing to travel up to 10%

It would be useful if you have:

• BA/BS Bachelor's Degree
• Hotel industry, hotel operations, Brand Performance Support, or guest experience
• Experience supporting large-scale operational, service improvement, or performance improvement programs
• Project management or change management certification
• Experience with continuous improvement, root cause analysis, the 5 Whys, process improvement, or action planning
• Experience working with Management Companies, ownership groups, or distributed hotel populations
• Experience working with Salesforce, Hilton BOOST, Microsoft Power BI, Tableau, or similar reporting and business intelligence tools
• Experience coordinating third-party vendors, program audits, or scalable technology and automation solutions

How We'll Help You Thrive

At 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 program
• Own 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 future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental 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 most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial 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.

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 $100,000 – $130,000 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.