Director of Specialty Services, Strategic Operations

Additional Information

Job Number 25014360

Job Category Sales & Marketing

Location CEC Headquarters, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814 VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

JOB SUMMARY

The Director, Customer Engagement Centers (CEC) Specialty Services, Strategic Operations is a key member of the CEC Specialty Services Operations leadership team and will serve as the lead to activate CEC Specialty Services initiatives and organizational priorities. The Specialty Services Organization is comprised of high-profile, customer-facing teams such as, Office of Consumer Affairs, Social Media Care, Quality Assurance, Knowledge Management, Workforce Management and additional teams focusing on customer care.

This individual will focus on the CEC Specialty Services organizational effectiveness and strategic programs along with partnerships to continue to expand and enhance our products and services in the travel and hospitality industry.

This position's primary responsibility is to lead comprehensive management of complex programs and services. This Director will be responsible for engaging with cross-discipline subject matter experts (SMEs) across CECs and our business partners to plan and execute initiatives across the Specialty Services operations globally, driving the overall success of Marriott International's major business objectives. The position will report into the Vice President, CEC Workforce Optimization Performance Management.

Success in this role requires strong strategic thinking skills, exceptional attention to detail, a proven ability to manage multiple projects and stakeholders simultaneously, and a willingness to be challenged on complex projects and initiatives. The individual will focus primarily on leading CEC Specialty Services operational priorities & projects in the following work areas that involve :

Identification of and recommendations for strategic operational improvement and new operational opportunities within the CECs and Specialty Services operations

Baseline assessment work to inform prioritization of transformational projects across Specialty Services

Development and validation of complex growth / business development strategies affecting multiple Specialty Services teams, CECs and global partners

Consistent pull-through and deployment of Specialty Services strategies across multiple disciplines within our CEC organization, including collaboration with business partners and CEC Support Teams

Strategic planning support for senior leaders within the organization, including design and facilitation of ideation / working sessions designed to drive innovation and collaboration across Specialty Services teams

Projects and Initiatives : Lead global Specialty Services projects and priorities in collaboration with the Specialty Services leadership team to drive operational excellence, enhanced customer care, transformation, innovation & to support new business opportunities

Manage initiatives and priority projects that involve high-profile, high-risk customer care services and sensitive data for our most loyal customers and highest escalations

CANDIDATE PROFILE

Education and Experience Required

Proven track record consulting with business leaders and designing, developing, and implementing high impact team effectiveness and capability, building solutions in large, complex organizations, using a variety of delivery methodologies

Minimum of five years of solid organization and team development work experience; demonstrated progressive growth from more junior to senior roles

Demonstrated experience in working with and influencing cross-functional work teams in a matrixed organization.

Experience leading organizational change initiatives

Hotel experience in Groups, Sales and On-property operations

Bachelor's degree required

Experience Preferred

Prior experience leading the planning and execution of complex / multi-disciplinary strategic projects and initiative

Graduate-level study preferred, but not required

Experience in project management focused on finance, operational outcomes and KPIs preferred

CORE WORK ACTIVITIES

Strategic Operations Leadership

Lead strategic initiatives on behalf of the CEC Specialty Services team to drive change across the CEC organization with the following responsibilities :

Evaluation of strategic opportunities within the Specialty Services operations, including staffing, process engineering, harmonization, and workflow optimization

Lead new initiatives and new service opportunities

Identify resources for the implementation of special projects

Engage business and support partners to develop comprehensive recommendations and plans

Liaise with Finance and global partners for funding identification and process set up

Provide content guidance to the project

Lead development of high-quality deliverables and work products in support of the priorities

Develop and drive activation of complex implementation plans in collaboration with CEC leadership and support teams

Partner with management to ensure appropriate sponsorship and resourcing

Be an advocate on behalf of the VP of Workforce Optimization Performance Management

Project Leadership

Act as a day-to-day project lead with the following responsibilities :

Lead cross-functional working teams comprised of Specialty Services leaders, global partners and discipline experts to meet project objectives and goals on time and on budget

Develop and deliver presentations related to the strategic projects and priorities development, execution / status, and management to senior leaders and other key stakeholders.

Lead strategy sessions, contributing materially to strategy development

Participate in review cycles at key milestones & provide perspectives to Specialty Services leaders related to project management decisions

Establish key milestones and approval roles

Ensure timely delivery against milestones

MANAGEMENT COMPETENCIES

Leadership

Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action.

Managing Change - Initiates and / or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.

Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

Managing Execution

Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.

Strategy Execution - Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.

Driving for Results - Sets high standards of performance for self and / or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and / or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships

Customer Relationships - Develops and sustains relationships based on an understanding of customer / stakeholder needs and actions consistent with the company's service standards.

Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and / or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and / or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability

Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and / or support the goals of an organizational unit.

Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

List out all discipline technical competencies relevant to this position.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

Reading Comprehension - Understands written sentences and paragraphs in work related documents.

Writing - Communicates effectively in writing as appropriate for the needs of the audience.

The salary range for this position is $114,000 to $151,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin  your purpose,  belong  to an amazing global  team, and  become the best version of you.

Salary : $114,000 - $151,000