Manager AI Integration & Business Transformation

Aligned with HGV’s mission and values, the Manager, AI Integration & Business Transformation, serves as a strategic AI advisor and dedicated people leader. The role involves managing a scalable team and coordinating cross-functional initiatives to modernize workflows, increase organizational knowledge accessibility, integrate AI and automation, and raise operational performance across Club Operations. This position handles the full lifecycle of AI initiatives, from opportunity identification to requirements gathering, testing, implementation, adoption, evaluation, and ongoing refinement. Its focus is on providing responsible, accurate, and scalable solutions that improve Team Member efficiency, member self-service, service quality, turnaround times, and organizational capacity.

• Lead, assist, and grow a scalable team. Allocate and prioritize work tasks, establish performance objectives, provide consistent feedback, conduct performance reviews, handle attendance and responsibility, and encourage career growth. Collaborate closely with Talent Acquisition and Human Resources for recruiting, onboarding, and running performance issues.
• Serve as an advisor on structural and operational aspects regarding the responsible use of artificial intelligence, automation, and advancing technologies. Discover opportunities, assess operational value and feasibility, and recommend solutions aligned with organizational priorities.
• Building the business and operational lifecycle of assigned AI initiatives, including discovery, requirements, user stories, workflows, testing, readiness implementation, adoption, measurement, and ongoing development.
• Provide matrix project leadership across business and technical functions. Providing scope, achievements, deliverables, owners, risks, dependencies, and decisions needed to support successful implementation.
• Modernize business processes and organizational knowledge through the development of scalable, structured, and AI-ready workflows and knowledge solutions that facilitate access to accurate information.
• Lead or coordinate business testing and user acceptance testing. Validate AI outputs for accuracy, consistency, approved-source alignment, operational usability, and unintended outcomes before recommending implementation or expanded use.
• Establish business-level responsible AI protocols, including documentation, human review, performance monitoring, and addressing risk-related issues. Collaborate with relevant technical, Legal, Privacy, Information Security, Compliance, and Human Resources partners when specialized review or approval is necessary.
• Prioritize change management and adoption for AI-enabled tools and processes. Assess operational impacts, engage leaders and end users, identify communication and training needs, monitor accurate use, and address adoption barriers.
• Prepare and deliver executive-level project and portfolio updates, dashboards, roadmaps, recommendations, risks, dependencies, outcomes, and required decisions. Convert complex AI and technical details into clear organizational and functional terms.
• Establish and monitor initiative-specific success measures. Partner with functional owners to evaluate operational impact, report business value, identify performance gaps, and lead continuous improvement.
• Support a growing portfolio of AI integration, modernization, innovation, automation, and business transformation projects across Club Operations and other assigned business areas.
• Use judgment in prioritizing team activities, leading business work within assigned scope, and pausing or raising work when material accuracy, compliance, data integrity, member-experience, or Team Member-impact concerns are identified.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Finishes all required Company training/compliance courses assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.

• Having 3-5 years of pertinent experience in operations, project management, business transformation, automation, or AI integration.
• 5+ years of formal people-leadership experience, including mentoring, performance management, and Team Member development.
• HGV/BXG experience or comparable timeshare, hospitality, Club Operations, customer service, or contact-center experience.
• Demonstrates experience in applying AI, generative AI, automation, or new technologies to address business and operational requirements.
• Demonstrates experience leading multi-functional projects from discovery through implementation, adoption, and continuous improvement.
• Strong working knowledge of contact-center operations, performance metrics, quality assurance, mentoring, and workforce management principles.
• Ability to translate business needs into specifications, user narratives, process flows, evaluation standards, and implementation of recommendations.
• Excellent verbal, written, presentation, facilitation, and executive communication skills.
• Ability to lead through influence, run challenging priorities, solve problems, and advance risks within a matrix environment.
• Less than 10% business travel required!

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• Associate or Bachelor’s Degree in Business, Operations, Hospitality, Information Systems, Organizational Leadership, Project Management, or related field.
• Having 5-7 years of applicable experience.
• Direct knowledge of HGV/BXG Club products, services, systems, policies, workflows, and owner/member processes.
• Experience with AI-enabled, knowledge-management, contact center, reporting, or workflow-automation platforms.
• Experience with low-code/no-code tools or workflow-automation solutions.
• Relevant AI, project management, responsible AI, process improvement, automation, or Microsoft technology certification.
• Shown decision-making ability.
• Proven solving capabilities.
• Analytical skills.

Excellent organizational skills.

• Recognition Programs and Rewards.
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Employee share buying opportunity.
• Tuition reimbursement programs.
• Numerous learning and advancement opportunities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Reasonable accommodations will be provided for applicants with disabilities to take part in the application or interview process. We also offer support to perform essential job tasks and enjoy employment benefits. Contact us to request an accommodation.