Note: The job is a remote job and is open to candidates in USA. Hilton is a globally recognized hospitality brand with a dynamic Marketing Operations team supporting Marketing and Loyalty. The Senior Marketing Operations Support Analyst will provide front-line support and enablement for a shared work management platform, develop Airtable-based solutions and training materials, and improve adoption, governance, and operational efficiency across teams.
Responsibilities
- Partner with Marketing Operations team members and business stakeholders to understand process needs, translate them into system-supported ways of working, and reinforce consistent adoption across teams
- Build and update work management system elements, including bases, interfaces, dashboards and reporting views, automations, and other process tools that improve efficiency and effectiveness for Marketing, Loyalty, and Luxury teams
- Provide prompt front-line support for functionality and how-to questions, issue reports, access questions, training needs, and process guidance requests
- Triage support requests before escalation, supplying the next support tier with the context, examples, screenshots, expected outcomes, and troubleshooting details needed to resolve each request efficiently
- Develop and maintain onboarding, training, and enablement materials, including quick-reference guides, onboarding content, support-channel resources, and application adoption communications
- Support configuration, quality assurance, enhancement testing, automation support, and documentation for new builds and system improvements
- Serve as a backup resource for access requests, including adding users, updating access, and maintaining user records in accordance with licensing, budget, security, and governance guidelines
- Support monthly license audits, ad-hoc user-management reporting, support-request tracking, and training or adoption metrics where available
- Identify common questions and recurring pain points, document patterns, recommend improvements, and help teams apply work management system best practices consistently
- Build strong working relationships with Marketing Operations team members, cross-functional business stakeholders, system users, and technical support partners
- Explain system functionality and process guidance clearly, using little to no technical jargon, and present practical guidance virtually to a mix of small and large groups
- Work independently with minimal oversight while communicating priorities, risks, open questions, and escalation needs in a timely and service-oriented manner
Skills
- 3+ years of professional experience, including 2+years supporting or administering an Airtable-based work management or project management system, database, marketing technology, or comparable operational platform is required
- Strong experience creating work management solutions within Airtable or comparable operational platforms, including bases, interfaces, dashboards, and automations
- Solid understanding of basic database concepts, work intake, workflow design, and operational governance
- Demonstrated ability to support user adoption, training, onboarding, enablement, or change management, including creating clear user guidance, instructional content, and process documentation
- Excellent verbal and written communication skills, with an approachable, authentic, and confident style and the ability to build productive working relationships quickly
- Strong organizational skills and attention to detail, including the ability to maintain accurate records and operational documentation
- Resourceful, self-motivated, and service-oriented approach, with the ability to adapt to changing business needs and manage multiple priorities, deadlines, and stakeholder requests simultaneously
- Comfort presenting virtually to small and large groups and translating technical concepts into practical, accessible user guidance
- 2+ years of experience supporting work management, project management, marketing operations, databases, or no-code or low-code platforms is preferred
- 1+ years of experience supporting system adoption, documentation, and training for cross-functional users or teams is preferred
- Experience with Airtable's Enterprise version is preferred
Benefits
- US-based remote work arrangement
- Gain hands-on experience with enterprise-scale marketing operations
- Build meaningful cross-functional relationships
- Contribute directly to tools and processes that support a high-performing team
Company Overview
Company H1B Sponsorship