Senior Director, Enterprise Business Process

JOB SUMMARY

The Senior Director, Enterprise Business Process is a key member of the Experience Design team within the Business Transformation Office (BTO), reporting directly to the Vice President of Associate Experience & Business Process. The position is primarily responsible for establishing the company’s first business process team and center of excellence to support the delivery and adoption of the Digital & Technology Transformation (DTT) program. DTT is a multi-year effort to transform Marriott’s technology and business process ecosystem, enabling Marriott to deliver on our vision to become the world’s favorite travel company. The BTO has been established to enable and accelerate DTT through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. This role, as part of the BTO will provide the central orchestration and guidance on how business process design is approached and executed across the organization to drive consistency, integration, and value. Success in this role requires strong critical thinking skills, attention to detail, comfort with ambiguity, a proven ability to manage multiple work efforts at the same time, as well as the ability to work and collaborate across teams and disciplines.

Responsibilities include providing expertise, central orchestration, and guidance for business process work across the organization.

•   EXPERTISE: The Business Process Lead will bring industry best practices and deep understanding of business process methodology, latest tools and methods, and a perspective on how to build a business process function. The team will manage process transformation projects, lead process discovery and design workshops, coach process owners, and measures and reports on the process performance.
•   ORCHESTRATION: The Business Process team will manage and orchestrate end-to-end business processes that cross discipline / functional boundaries
•   COLLABORATION: Partner with disciplines to document current and future business processes, identify opportunities for improvement and create a foundation for innovation

CANDIDATE PROFILE

Education and Experience Required 
•   Ten or more years’ experience, demonstrating progressive career growth and a pattern of exceptional performance.
•   Experience in end-to-end process design and architecture
•   Three or more years’ experience on BPM implementation using vendor solution
•   4-year degree from an accredited university in Business Administration, Computer Science, Engineering or related discipline

Education and Experience Preferred
•   Hospitality experience 
•   Proven track record of planning and executing strategic projects and initiatives in operations; deep project management skillset
•   Demonstrated ability to lead the organization and team in working through unclear situations, challenges and opportunities through strong situation analysis and framing, rapid stakeholder assessments, critical decision making, solution brainstorming, and making data-driven way forward recommendations.
•   Prior consulting experience focused on diagnosis and development of recommendations to solve complex business problems
•   Experience leading the design, development, and delivery of complex stakeholder experiences, using design thinking, creativity, and expert communication skills, to deliver powerful, results oriented meetings and workshops.

CORE WORK ACTIVITIES

End-To-End Business Process Design

•   Lead the development of Marriott’s cross-discipline business process architecture
•   Establish foundational end-to-end business processes focused first on areas most impacted by DTT
•   Conduct cross-discipline process discovery and design workshops to document current and future state business processes

Business Process Center of Excellence

•   Bring business process expertise to the organization
•   Provide common templates, access to best practices, process modelling tools to drive documentation consistency (e.g., standard level of detail)
•   Define and maintain an enterprise-wide process framework and standards
•   Drive adoption and adherence of the business process related methods and tools across the organization
•   Ensure a holistic/E2E view of the enterprise business processes (L0/L1)
•   Coach process owners within discipline teams

Process Improvement
•   Design, develop and maintain business process documentations that will be used as reference for preparing test cases, change management, training, process outlines, flowcharts, and implementation procedures
•   Conduct internal controls testing and consult with stakeholders, helping them to understand opportunities for improvement
•   Develop and implement process solutions to improve operational efficiency, quality, and simplification

Additional Responsibilities

•   Foster a team environment that encourages accountability, high standards, and innovation
•   Establish best practices, methods, processes, tools, and templates for successful execution of MGP efforts
•   Create and nurture an environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service
•   Lead by example demonstrating self-confidence, energy, and enthusiasm
•   Inform and/or update executives, peers, and subordinates on relevant information in a timely manner
•   Manage time effectively and conduct activities in an organized manner
•   Present ideas, expectations, and information in a concise, organized manner
•   Manage group or interpersonal conflict
•   Perform other reasonable duties as assigned by manager