Brand Operations Manager - Remote

Overview

We are seeking a proactive and detail-oriented Brand Operations Manager to oversee and ensure the efficiency of brand-related workflows, ticket resolutions, and client communications. This role involves managing SLAs, coordinating with Brand Managers (BMs) and Brand Coordinators (BCs), maintaining performance metrics, and ensuring compliance with brand standards.

In Short

• Accountable for meeting ticket and email SLA metrics.
• Collaborate with BMs/BCs to ensure urgent cases are promptly addressed.
• Prepare and submit the Hilton Incident Monthly Report.
• Attend Daily Brand Manager Stand-Up meetings.
• Monitor and respond to GCs in Teams.
• Ensure BMs/BCs update the Brand Daily Productivity Tracker.
• Provide coaching to Brand Team members.
• Ensure compliance with all brand standards.
• Participate in internal weekly Brand Team meetings.
• Respond to emails in CAS as needed.

Requirements

• Strong organizational and project management skills.
• Experience in SLA management and ticketing systems.
• Excellent communication skills, both written and verbal.
• Proficiency in CAS, Microsoft Teams, Excel, and SharePoint.
• Ability to lead and coach a team.
• Analytical mindset to interpret metrics.

Benefits

• Opportunity to work in a dynamic team environment.
• Professional development and growth opportunities.
• Engagement with various brand operations.
• Access to productivity tools and resources.
• Supportive leadership and team culture.