Product Manager 2

 

JOB SUMMARY Reporting to the Sr. Director – Product Management and Associate Enablement. The Product Manager II – Associate Enablement, supports 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.

Working under the direction of the Sr. Director – Product Management and Associate Enablement, this position provides product expertise that supports the technology direction and execution of optimal business solutions supporting the contact center technology platforms.  Additionally, this position will coordinate closely with selected vendor partners on the find, build and delivery of designated Contact Center Technologies.

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, a background in information technology, infrastructure and contact center experience as well as department and organizational leadership experience.   Familiarity infrastructure, technology (hardware, software & telecommunications) and P&L budgeting, is also key to be successful in this role.   CANDIDATE PROFILE   Education and Experience Preferred

• 4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, or related major and 2+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance; 

1. OR

• 6+ years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.

CORE WORK ACTIVITIES

• Provide product management leadership for Associate Enablement 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.
• 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
• 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.   
• Support 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

 Managing Responsibilities with Stakeholders

• Develops and maintains effective relationships with both internal and external stakeholders across the organization.  Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.
• Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback.  Engages leadership to develop and execute action plans to address gaps.
• Assists with building and maintaining stakeholder relationships as business partnerships

Leading and Managing Teams

• Participates in the hiring, development and retention of diverse talent that makes a strong, positi