Marriott
Location
Springfield, IL | United States
Job description
Job Number 24029526
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States
Schedule Full-Time
Located Remotely? Y
Relocation? N
Position Type Management
JOB SUMMARY
Reporting to the Sr. Director, CEC Product Services, the Product Manager III – Customer Engagement Centers, has key responsibilities for the implementation and development of product roadmaps for designated technology products and services to meet or exceed the needs and expectations of management and associates. He/she ensures high caliber customer satisfaction through the development and execution of technology solutions throughout the globe for Customer Engagement Centers.
The Product Manager III will demonstrate leadership and best practice related to product management and act as a mentor to other product management functions. They will support overall portfolio processes and work highly autonomously.
Working closely with senior CEC & Corporate IT leaders, this position provides technology direction and execution to deliver optimal business solutions supporting the contact center technology platforms. This position works under the direction of the Sr. Director – Product Management and Associate Enablement, monitoring the flow of project work of Customer Engagement Centers and Corporate iT departments in alignment with broader business initiatives, projects and work teams. Additionally, this position will coordinate closely with selected vendor partners on the find, build and delivery of all current and new Contact Center Technology.
A successful candidate possesses knowledge and experience, including industry trends and best practices for a specific product domain. Experience with SalesForce, or any other CRM platform, is highly desired. He/she also demonstrates strong leadership and relationship skills, significant information technology, infrastructure and contact center experience as well as department and organizational management experience. A proven understanding and experience related to infrastructure, technology (hardware, software & telecommunications) and P&L budgeting, is also key to be successful in this role.
CANDIDATE PROFILE
Education and Experience
Required:
4-year degree from an accredited university, preferably in a technology or business discipline or equivalent combination of education and experience.
4+ years’ experience in the business, management operations, or related professional area
Experience with Agile/Scrum software development methodology and tools such as JIRA and Confluence
Skilled at converting business needs into technology requirements and working within Technology to manage the execution of projects
Demonstrated ability to assess customer/client needs, creatively approach solutions, and decide and influence appropriate courses of action
Excellent communicator, both written and spoken
Demonstrated ability to work independently and with others
Experience identifying and analyzing alternative solutions to complex business requirements and providing guidance and advice
Experience completing information technology cost/resource estimates to implement and support solutions
Strong process management, negotiating, influencing, and problem resolution skills
Preferred:
Experience with business process re-engineering
Broad technical experience across technical components including infrastructure, network, applications, data, and information security
Familiarity with Marriott’s existing information architecture, application portfolio, and information management methodology
Knowledge of emerging technologies, including those new to the Marriott environment as well as those that are new to the information systems industry
CORE WORK ACTIVITIES
Technical Leadership
Provide product management leadership for Customer Engagement Systems from strategic planning, to tactical activities, to ongoing optimization & continuous improvement.
Leverage product dashboards to drive a data driven decision-making culture to identify big and small opportunities to improve performance, as well illustrate value for recently launched / optimized features.
Effectively translate technology & process opportunities into quantifiable results.
Document requirements for current and future products and develop the associated business case for new investments.
Ensure all deliverables meet Marriott standards and enterprise-wide project management standards for system design, implementation and production
Enable communications for internal executives and constituents for product rollouts, as well as provide escalation support for triaging production issues
Benchmark comparable organizations while building deep understanding of our customer profiles/ needs, plus business strategies and needs for growth
Work closely with key development partners within Corp IT Plan/Build/Run as well as Digital & CX teams globally.
Lead the benefit realization planning process with Finance and operations.
Manage the product feature cycle from strategic planning to tactical activities
Achieve results against budget within the scope of responsibility
Support procurement efforts as needed (e.g. new tools, new vendors), write statements of work and manage external vendors
Facilitate strong working relationships with team members and business sponsors to deliver exceptional product solutions
Respond to, solve and makes decisions on business requests, brand requests and hotel requests. Present solutions, leveraging work in progress
Demonstrating and Applying Discipline Knowledge
Contribute a high level of specialized knowledge and skill in key program area (CRM, Workforce management, IVR, CTI, Channel routing, etc.) to support business unit and functional objectives
Demonstrates knowledge of job-relevant issues, products, systems, and processes
Demonstrates knowledge of function-specific procedures
Keeps up-to-date technically and applies new knowledge to job
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 employee 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
Developing Others -Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
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.
Learning and Applying Professional Expertise
Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
Technical Acumen – Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations, generate innovative solutions to approach function-specific work challenges, and function as a thought leader in his or her area of expertise.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
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.
California Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually.
Colorado Applicants Only: The salary range for this position is $83,550.00 to $162,366.00 annually.
Hawaii Applicants Only: The salary range for this position is $101,096.00 to $178,603.00 annually.
New York Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually.
Washington Applicants Only: The salary range for this position is $83,550.00 to $178,603.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.
All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
The application deadline for this position is 28 days after the date of this posting, 2/21/2024.
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.
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