Brand Operating Manager

Job Description

Job 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.

Key Responsibilities:

Ticket and SLA Management:

• Accountable for meeting ticket and email SLA metrics, monitored via the Resolution Time Severity and Response Time reports in CAS and the Performance Dashboard.
• Collaborate with BMs/BCs to ensure urgent cases are promptly addressed and updated.
• Ensure severity cases are handled within their designated resolution timelines.
• Escalate cases requiring urgent attention, including "hot cases" with pending items, to Leadership GC.
• Ensure timely follow-ups and email notifications are sent until ticket closure, working closely with BMs/BCs to maintain updates across email threads and ticket systems.

Reporting and Metrics:

• Prepare and submit the Hilton Incident Monthly Report and Brand Schedule.
• Monitor and generate weekly Brand Team performance reports for Shelley, SNA Operations Team, and Francis.
• Accountable for ensuring BMs/BCs monitor and update key metrics, including SLA adherence, MTTR, Resolution Rate, Case Count, and Response Time.

Team Coordination and Meetings:

• Attend the Daily Brand Manager Stand-Up meeting to:
• Discuss SLA breaches and action plans.
• Report outages and hot cases.
• Raise cases needing HQ assistance.
• Participate in internal weekly Brand Team meetings to review metrics, provide reminders, and assess progress.
• Attend Brand-specific meetings as needed.

Client and Team Communication:

• Monitor and respond to GCs in Teams, ensuring timely responses to queries from clients and the Brand Team.
• Log in to MS Teams to provide case updates and communicate progress on client inquiries.
• Provide coaching to Brand Team members as needed and escalate disciplinary actions to the supervisor if necessary.

Process and Tracker Management:

• Ensure BMs/BCs update the Brand Daily Productivity Tracker consistently.
• Oversee and maintain updates to key trackers:
• Conference Tracker
• Dispatch Tracker (Daily Work Order Report)
• RMA Tracker
• Ensure proper monitoring of Brand Metrics and timely resolution of Severity cases using the Productivity Report.

Other Responsibilities:

• Respond to emails in CAS as needed.
• Ensure compliance with all brand standards and guidelines.

Qualifications and Skills:

• Strong organizational and project management skills with the ability to manage multiple priorities and meet deadlines.
• Experience in SLA management, ticketing systems, and metrics reporting.
• Excellent communication skills, both written and verbal, with a strong focus on collaboration.
• Tech-savvy, with proficiency in CAS, Microsoft Teams, and productivity tools such as Excel and SharePoint.
• Ability to lead and coach a team, with a focus on continuous improvement and accountability.
• Analytical mindset to interpret metrics and identify areas for improvement.