Please note that this is a contract role providing services to Hilton through Talent Solutions. If you are selected for this role, you will be employed by Talent Solutions and will not be an employee of Hilton. Contract workers are not employees of Hilton or any of its subsidiaries, nor will they be eligible for Hilton benefits.
- US based remote role with a preference for a candidate near McLean, VA or in ET or CT***
Job Summary
This is an exciting opportunity to play a meaningful role within a dynamic Marketing Operations team that powers one of the world's most recognized hospitality brands. In this individual contributor contract role, you will serve as a front-line support and enablement resource for team members across Marketing and Loyalty, helping them get the most out of a shared work management platform. You will translate real business needs into practical, system-supported solutions, build and maintain instructional and onboarding content, and ensure that users across teams can work efficiently, consistently, and with confidence. By identifying patterns, improving processes, and delivering reliable operational support, you will help drive adoption, governance, and operational excellence across a large and collaborative marketing organization.
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
- 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.
- Familiarity with agile and waterfall work processes, no-code or low-code automation, and AI tools and concepts is a plus.
- Comfort with advanced reporting, support-request tracking, and operational data quality is a plus.
Experience
- 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.
- 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.
This role offers a rare opportunity to make a visible and lasting impact within a globally recognized brand by helping an ambitious marketing organization work smarter and more consistently. You will gain hands-on experience with enterprise-scale marketing operations, build meaningful cross-functional relationships, and contribute directly to the tools and processes that keep a high-performing team running at its best. If you thrive in a collaborative, fast-moving environment and take pride in delivering clear, practical solutions that genuinely help people do their jobs better, this is the role for you.
Pay Rate Range
42 - 50 USD hourly
