Director, Customer Management Products

JOB SUMMARY

 

As a member of the Customer Management Products team, the Director/Product Manager manages a portfolio of work to deliver capabilities driven by the Loyalty Business Operations and Transformation organizations.  The Director manages the product roadmap and works with multiple product teams to coordinate and prioritize the delivery of continuous business value. In addition, the role supports initiation of new business opportunities identified by business stakeholders and coordinates across Enterprise Products teams. The role will bridge technical and business worlds to ensure the products are delivered to meet business needs. 

 

The Director is a Loyalty evangelist and subject matter expert and serves as the “go to leader” for timely updates to internal and, where applicable, external customers. 

 

 

CANDIDATE PROFILE 

Education and Required Experience 

• 4-year degree from an accredited university, preferably in a technology or business discipline or equivalent combination of education and experience. 
• 8+ years in technology, product management and/or business consulting, demonstrating progressive career growth and patterns of exceptional performance.
• Understands and able to discuss technology concepts and build consensus by translating between technical and non-technical audiences.
• Roadmap strategy and definition experience.
• Demonstrated ability to assess end user/customer needs, creatively approach solutions, and decide and influence appropriate course of action.
• Experience and success in implementing new business applications with complex technology integration and business process change on time, on budget, and with high client satisfaction.
• Demonstrated ability to drive work across cross functional, sourced and matrixed teams.
• Experience working directly with Architects and Engineers on product enhancements.
• Experience evaluating trade-offs and leading exploration of new opportunities with technical team members.
• Direct management of complex budgets in excess of $3M in direct and indirect costs. 
• Experience building business cases to drive investment and resource decisions.
• Strong organizational skills with demonstrated ability to manage multiple high-complexity efforts and competing priorities.
• Robust analytical skills, including the ability to analyze data, draw conclusions, develop recommendations and report out.
• Ability to work through ambiguous and open-ended business requirements and priorities and translate the same into a clear roadmap and definition of success
• Ability to establish clear communication and storytelling via presentations, key performance metrics, reports and data.
• Strong interpersonal skills including team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability.

 

Preferred:

• Experience with Agile Development methodology and tools (Agile/Scrum methodology certifications - CSM, CSPO a plus).
• Experience providing oversight and guidance to Agile teams in terms of release planning, cross-team coordination, and dependencies management. 
• Familiarity with Marriott’s existing information architecture, application portfolio, and information management methodology
• Familiarity with customer management, loyalty, or hospitality industry applications

 

CORE WORK ACTIVITIES

• Understand how our business and technology needs are evolving and provide insights and recommendations as you partner with key stakeholders to identify short-term solves, bridge strategies, and long-term visions for assigned product(s).
• Gather and detail product requirements from stakeholders across the organization to inform roadmap items; evaluate technical complexity of requirements in order to appropriately prioritize work and manage expectations cross-functionally.
• Develop and lead the technology roadmap and backlog to implement specific product capabilities, ensuring critical requirements are identified, the best solutions for the end user are delivered every time, and alignment with broader group and portfolio objectives.
• Advocate for the end user by developing a deep understanding of their needs through feedback and research.
• Coll