Director – CEC Specialty Services, Strategic Operations

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
•    Lea