Marriott Product Manager 3 ( Flexible Location - North America) in Wichita, Kansas
Job Number 18000LF1
Job Category Sales and Marketing
Location Salt Lake Reservations, Midvale, Utah VIEW ON MAP
Position Type Management
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Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Reporting to the Director, Product Management. The Product Manager III - CEC (Customer Engagement Centers) Contact Center Technology, 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 (Customer Engagement Centers) & 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 Director, Product management, 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. 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.
This position is for Senior Leader Manager that is seasoned, tenured, and already has product/project management experience.
This is a remote eligible position, as in able to work out of any CEC in North America - CEC stands for Customer Engagement Center (or Reservations Center), or can be located at the Salt Lake Reservations in Utah.
The Product Manager 3 ( Flexible Location - North America) can work from any of the CEC - Customer Engagement Centers / Marriott Reservations Locations:
Cleveland (Solon), Ohio
San Antonio, Texas
Salt Lake City (Midvale), Utah
St Thomas, Canada
Fall River, Massachusetts
Education and Experience Preferred
4-year degree from an accredited university in froman accredited university in Business Administration, Marketing, or relatedmajor and 6+ years of relevant professional experience, demonstratingprogressive career growth and a pattern of exceptional performance;
8+ years of relevant professional experience in ofrelevant professional experience in marketing or related function,demonstrating progressive career growth and pattern of exceptional performance.
CORE WORK ACTIVITIES
Provide product management leadership for CustomerEngagement Systems from strategic planning, to tactical activities, to ongoingoptimization & continuous improvement.
Leverage product dashboards to drive a data drivendecision-making culture to identify big and small opportunities to improveperformance, as well illustrate value for recently launched / optimizedfeatures.
Effectively translate technology & processopportunities into quantifiable results.
Contribute a high level of specialized knowledge andskill in key program area (CRM, Workforce management, IVR, CTI, Channelrouting, etc.) to support business unit and functional objectives
Document requirements for current and futureproducts and develop the associated business case for new investments.
Ensure all deliverables meet Marriott standards andenterprise-wide project management standards for system design, implementationand production
Enable communications for internal executives andconstituents for product rollouts, as well as provide escalation support fortriaging production issues
Benchmark comparable organizations while buildingdeep understanding of our customer profiles/ needs, plus business strategiesand needs for growth
Work closely with key development partners withinCorp IT Plan/Build/Run as well as Digital & CX teams globally.
Lead the benefit realization planning process withFinance and operations.
Manage the product feature cycle from strategicplanning to tactical activities
Achieve results against budget within the scope ofresponsibility
Support procurement efforts as needed(e.g. new tools, new vendors), write statements of work and manage externalvendors
Facilitate strong working relationships with teammembers and business sponsors to deliver exceptional product solutions
Respond to, solve and makes decisions on businessrequests, brand requests and hotel requests. Present solutions, leveraging workin progress
ManagingResponsibilities with Stakeholders
Developsand maintains effective relationships with both internal and externalstakeholders across the organization.Fosters a positive climate to build effective teams that are committedto organizational goals and initiatives.
Updatesstakeholders on key initiative wins and opportunities, responds to concerns,and solicits feedback. Engagesleadership to develop and execute action plans to address gaps.
Assistswith building and maintaining stakeholder relationships as businesspartnerships.
Leading and Managing Teams
Participatesin the hiring, development and retention of diverse talent that makes a strong,positive impact on the organization.
Createsa team environment that encourages accountability, high standards, andinnovation.
Setsclear organizational goals and expectations for direct reports using theperformance review process and holds team accountable for performance.
Continuouslyimproves team and job structures and ensures clear leadership accountabilitiesare in place.
Buildsteams with the appropriate mix of talent and skills to drive innovation andperformance. Identifies talents of team, and assists with their growth anddevelopment plans.
Facilitatesregular, ongoing communication in department.
Shows an understanding of the needs of differentcustomer/stakeholder segments and develops appropriate service strategies.
Creates a service‐oriented environment and empowers others to build strongcustomer/stakeholder relationships.
Monitors customer/stakeholder feedback and metricsto improve service delivery.
Uses appropriate risk management resources whenserious customer/stakeholder situations occur.
Creates and coaches others on promoting anenvironment where everyone is valued and included.
Champions the Company culture of service,opportunity, respect, and fair treatment.
Ensures processes are in place to address concernsrelated to equity and fair treatment.
Brings together people with diverse backgrounds todrive innovation and engagement.
Establishes diverse partnerships across theindustry, profession, and Company.
Champions the attraction, development, andretention of a multicultural and multigenerational workforce.
Ensures that all associates have the opportunity toachieve their full potential.
Implements programs that promote inclusion andengagement.
Ensures strategies are in place to promoteinclusion, enhance engagement, and maximize business results.
Builds strong working relationships acrossdepartments or teams.
Models and coaches others on creating an open,trusting, and supportive work environment.
Coaches others on how their behavior impactscoworkers and the work environment.
Coaches direct reports to work together to setexpectations for achieving shared goals.
Generating Talent and Organizational Capability
Sets and models expectations for required behavior,knowledge, and skill levels.
Provides ongoing feedback and customized coachingto others.
Develops others by identifying needs and settingappropriate department, team, and individual goals.
Conducts talent reviews across the business anddevelops succession plans for key leadership positions.
Networks with high potential leaders and coachesothers on targeted recruitment efforts.
Uses available recruiting and hiring tools, bringstogether hiring teams, and makes hiring decisions.
Supports successful on‐boarding of new hires.
Continuously improves department, program, team,and job structures and ensures clear leadership accountabilities are in place.
Puts systems and processes in place to managedepartment and program performance.
Brings together the appropriate talent levels andmix of skill sets to drive innovation and performance.
Establishes and ensures understanding of the scopeof decision-making authority for team members.
Models and holds direct reports accountable forusing meetings and other forums to regularly communicate.
Communication and Professional Demeanor
Actively listens and uses appropriate communicationstyles to deliver information in an articulate, understandable, and engaging way.
Influences others to accept a point of view, gainconsensus, or take action.
Keeps leaders informed about key issues.
Models and coaches others on displaying aleadership style that conveys confidence and gains respect from others.
Leading Through Vision and Values
Models, coaches, and holds others accountable forleading ethically and with a high degree of integrity.
Promotes a convincing and inspiring vision for thedirection of the Company, brand, and team.
Models and holds departments and project teamsaccountable for developing and implementing programs that reflect the Company’score values.
Presents the need for change in a positive way thatencourages commitment and action.
Encourages others to identify ways to implementdesired changes.
Models and coaches others on staying calm andfocused during stressful situations.
Models flexibility and adjusts others’ and ownpriorities when managing multiple demands.
Manages stakeholder expectations during change.
Develops strategies and provides resources toimplement change.
Takes steps to minimize the stress others feel whenchange occurs.
Problem Solving and Decision Making
Models and sets expectations for offeringsuggestions and solving complex problems.
Uses data from different sources to evaluatealternatives, consider their potential impact, and make decisions.
Involves key stakeholders to gain agreement andsupport before making high impact decisions.
Makes key decisions and guides others to implementsolutions in a reasonable amount of time.
Demonstrates a strong understanding of Company,brand, discipline, and program strategies.
Uses data to thoroughly evaluate opportunities andfocuses on those with the greatest potential business impact.
Adapts global Company and brand strategies intoplans that can be implemented within the business to maximizecustomer/stakeholder satisfaction and profitability.
Uses data to build program strategies and make thebusiness case for stakeholder commitment.
Learning and Applying Professional Expertise
Uses an understanding of market dynamics and thebusiness environment to identify opportunities for improvement.
Monitors industry and market changes and adjustspriorities as needed.
Sets department or team standards and uses keybusiness metrics to evaluate performance.
Models and coaches others on making businessdecisions based on data from a variety of sources.
Evaluates profit and loss statements, developsoperating budgets, and conducts forecasting.
Demonstrates sound business judgment in addressingresource needs and improving efficiencies while balancing associate,customer/stakeholder, and financial results.
Creates an environment where learning is valued andencouraged.
Models and sets expectations for others to evaluateown and others’ strengths and developmental needs.
Secures resources and creates opportunities forself and others to improve performance through stretch assignments and otherprofessional development activities.
Models and coaches others on staying current onindustry and discipline trends and holds others accountable for using relevantbest practices.
Establishes training requirements for the team andholds others accountable for meeting training goals.
Models and holds others accountable for stayingcurrent in area of expertise.
Shows a strong understanding of the operatingprinciples, resource needs, terminology, and interdependence of all relevantfunctions to support successful discipline operations.
Promotes the development of partnerships acrossteams to solve complex issues and improve performance.
Ensures compliance with contractual, legal andregulatory requirements.
Building a Successful Team
Coordinates with other departments and teams andhelps clarify the responsibilities of each group.
Communicates clear expectations about howdepartments, teams, and individuals contribute to success.
Considers associates’ strengths and team dynamicswhen assigning work.
Coaches and holds others accountable forestablishing team‐buildingstrategies and encouraging cooperation.
Involves team members in making decisions thatimpact the team.
Recognizes achievements that support department andteam success.
Driving for Results
Reinforces a team environment that encouragesaccountability, high standards, innovation, and strong business performance.
Works with others to establish shared andindividual goals.
Monitors department, team, and individualperformance.
Makes sure associates are clear on expectations,timelines, and budget requirements.
Identifies and focuses on business opportunitiesthat have the highest value for the Company.
Helps others understand work requirements byexplaining why the work is important and by breaking down projects intomanageable tasks.
Analyzes department, team, and individual workloadto prioritize tasks and delegate appropriately.
Identifies and obtains the equipment, materials,personnel, and other resources teams need to accomplish their work.
Establishes and coaches others on processes formonitoring work quality and project milestones.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.