Brand Operating Manager

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 Dashbo
a
• rd Collaborate with BMs/BCs to ensure urgent cases are promptly addressed and upda
t
• ed Ensure severity cases are handled within their designated resolution timeli
n
• es 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 syst
e

ms Reporting and Metrics{​

{
• :}} Prepare and submit the Hilton Incident Monthly Report and Brand Sche
d
• ule Monitor and generate weekly Brand Team performance reports for Shelley, SNA Operations Team, and Fra
n
• cis Accountable for ensuring BMs/BCs monitor and update key metrics, including SLA adherence, MTTR, Resolution Rate, Case Count, and Response
T

ime 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 assi
s
t
• ance Participate in internal weekly Brand Team meetings to review metrics, provide reminders, and assess pr
o
• gress Attend Brand-specific meetings as
n

eeded Client and Team Communicatio

n
• {​{:}} Monitor and respond to GCs in Teams, ensuring timely responses to queries from clients and the Bra
n
• d Team Log in to MS Teams to provide case updates and communicate progress on client in
q
• uiries Provide coaching to Brand Team members as needed and escalate disciplinary actions to the supervisor if ne
c

essary Process and Tracker Manageme

n
• t{​{:}} Ensure BMs/BCs update the Brand Daily Productivity Tracker cons
i
• stently Oversee and maintain updates to key track
e
r
• s{​{:}} Conferenc
e
• Tracker Dispatch Tracker (Daily Work Orde
r
• Report) RM
A
• Tracker Ensure proper monitoring of Brand Metrics and timely resolution of Severity cases using the Productivi
t

y Report Other Responsibili

t
• ies{​{:}} Respond to emails in CAS
• as needed Ensure compliance with all brand standards and
g

uidelines Qualifications and S

k
• ills{​{:}} Strong organizational and project management skills with the ability to manage multiple priorities and mee
t
• deadlines Experience in SLA management, ticketing systems, and metric
s
• reporting Excellent communication skills, both written and verbal, with a strong focus on co
l
• laboration 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 acc
o
• untability Analytical mindset to interpret metrics and identify areas for