Job Number 21038046
Job Category Reservations
Location CEC Omaha, 1818 North 90th Street, Omaha, Nebraska, United States VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N
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?
JOB SUMMARY
The Director, Customer Engagement Centers (CEC) Business Analytics, Enterprise Initiatives is a key member of the CEC Business Analytics team and will serve as point of contact for CEC efforts to activate enterprise initiatives related to the High-Five Consumer Operations priorities. Marriott’s strategy is to become the #1 platform for global travel and Marriott has the unique ability to broaden perspectives and deliver confident, reliable, and enriching experiences – through our associates and a personalized, mobile-first journey with Marriott Bonvoy.
It is anticipated this individual will initially focus on CEC’s ability to activate strategic programs and partnerships to continue to expand our products and services in the travel and hospitality industry, including the Leisure segment. In addition, this position may provide support to security and privacy efforts within the CEC organization to continue to drive compliance with regulatory requirements and optimize our account security capabilities.
This position’s primary responsibility is to provide Business Analytics support to the Enterprise Initiatives work by building data analysis capabilities, developing reporting tools, monitoring of performance trends, conducting root cause analysis and prioritization of key opportunity areas, development and tracking of action plans, and ensuring results delivery related to the activation of the enterprise initiatives. The position will report into the Sr. Director, CEC Business Analytics.
Successful candidates for this role will have deep experience in operations and performance improvement activities, including analytics, process improvement, use of technology, and project management, with extensive knowledge of call center operations.
CORE WORK ACTIVITIES
Operations Enterprise Performance Strategy
Partner with Director, Planning & Service Design, Enterprise Iniative to support the planning, execution and on-going support for Enterprise Initiatives
Lead the design and oversight of initiative and operational performance reporting, in coordination with the Workforce Management and Analytics teams
Develop comprehensive performance framework to identify key areas of operations inefficiency related to enterprise initiatives, and size opportunities to drive value
Conduct research, along with Analytics and Quality, to identify and prioritize opportunities based on analysis, focus groups, and other qualitative and quantitative data
Work across a broad stakeholder group (including Operations, Planning, Quality, Analytics, Workforce, HR, Finance, and Technology) at the leadership level to align organization on priorities
Develop roadmap for addressing opportunity areas related to enterprise initiatives, and align broader CEC supporting activities and new initiatives to the roadmap
Operations Enterprise Performance Leadership
Support project plans, charters, business cases and success criteria for enterprise projects/initiatives and champion for their approval within the CEC
Pressure test execution plans spanning operations, change, workforce management, knowledge management, training content creation, training delivery, quality assurance, HR, strategy and technology to ensure successful deployment for initiatives
Provide analysis and thought leadership to projects, including focus on efficient delivery
Accountable for successful tracking of benefits and identification of obstacles and risks
CANDIDATE PROFILE
Education and Experience
4-year degree from an accredited university in Business Administration or Operations, Hotel and Restaurant Management, or related major; 8 years’ experience in the business, sales and marketing, management operations, or related professional area
OR
10+ years of relevant professional experience in call center operations or a similar function, demonstrating progressive career growth and pattern of exceptional performance.
Minimum of 4 years of process improvement experience; experience with Six Sigma or other process improvement methodology is preferred.
Significant experience managing project or operations budgets
Experience in designing persuasive business cases and estimating contact center workforce impacts.
Experience in enterprise project management; PMP Certification preferred.
Some travel required
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.
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