Additional InformationJob Number 24206830Job Category Sales & MarketingLocation Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States, 20814VIEW ON MAP (https://www.google.com/maps?q=Marriott%20International%20HQ%2C%207750%20Wisconsin%20Avenue%2C%20Bethesda%2C%20Maryland%2C%20United%20States%2C%2020814)Schedule Full TimeLocated Remotely? NPosition Type ManagementThis is a temporary position.The Director, Guest Voice Operations leads the property-facing strategy, communication, and change management of the guestVoice Platform. This role will be the conduit to our 160k frontline operators/users, the continent teams, and franchise management companies. The Director will not only provide thought leadership on this critical business program, but also be able to collaborate with, coordinate, and influence the opinions of continent and operations leaders who leverage the program as a key data point for perspective to the Marriott customer experience. This role will help determine and set the policies and procedures of the guestVoice program to ensure properties are fulfilling Marriott’s customer promise.The Director reports to the Senior Director who has responsibility for all VOC research programs, including guestVoice, Digital VOC, and other non-hotel research programs. The Director operates with considerable independence, developing strategies to deliver information and knowledge for action, while managing multiple competing priorities and stakeholders.CANDIDATE PROFILEEducation and Experience Required
8+ years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance.
Or
4-year degree from an accredited university, and 6+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance
Demonstrated expertise in global customer experience management program strategy, implementation, and ongoing management to collect and action against customer feedback.
Experience translating customer and competitive information into brand/marketing and operations strategies.
Hands-on experience with CX software platforms (Medallia, Qualtrics, etc.).
Demonstrated ability to mentor and collaborate with team.
Strong project leadership and management skills with experience in executing projects from implementation to completion.
Experience governing and structuring research programs to enforce guiding principles, coordinate across programs, and measure consistently.
Experience developing enhancements and implementing POCs/Pilots to deploy new platform functionality and/or policy updates to end users, including refining product to meet end user and company business needs, identifying appropriate POC audience, educating users, gathering feedback and iterating, etc.
Experience working with software vendors, IT, and privacy departments to build secure and compliant systems that may include personal information.
Proficiency in creating presentations, documenting workflows and decisions, and managing cross-functional, complex projects.
Experience presenting recommendations to senior level executives in a manner which impacts key strategy or investment decisions.
Education and Experience Preferred
4-year degree from an accredited university in a discipline with an emphasis on consumer research methods, psychology, process improvement, business administration, hotel and restaurant management, or related studies.
Master’s or other advanced degree in a marketing, a research discipline, or business.
CORE WORK ACTIVITIES
Provides thought leadership and influence requirements for property facing impacts to the guestVoice program (Guest and Event Satisfaction programs), and related programs that exist to understand the on-property experience of Marriott’s customers.
Provides strategic thought leadership to identify platform enhancements leveraging feedback and relationships with operators.
Directs and/or performs GSS and ESS program communications, by using appropriate channels to communicate, including overseeing any change management communications. Develops guestVoice platform communication for Corporate and Continent Executive leaders.
Manages and monitors health of the program, including troubleshooting, quality control, sample tracking, access management and ad hoc end user support.
Supports vendor evaluation that may be used to support the guestVoice program and advocate for property user functionality parity.
Consults with /Informs the Performance Accountability team on the requirements for property use of the guestVoice program to ensure cohesive voice to property users regarding guestVoice platform and performance improvement techniques/trainings, etc., and develop and/or partner on implementing/updating training materials as appropriate. Ensures guestVoice policies and requirements are upheld and enforced as appropriate.
Partners with IT, Global Privacy, and CRM teams to stay compliant with IT security, privacy, and customer contact standards.
Understands and advocates for frontend user experience and be a conduit to the guestVoice user community.
Oversees work related to identifying and preventing fraudulent activities and leads the development and execution of program fraud detection systems.
Managing Work, Projects, and Policies
Coordinates and implements work and projects as assigned.
Generates and provides accurate and timely results in the form of reports, presentations, etc.
Analyzes information and evaluates results to choose the best solution and solve problems.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Sets and tracks goal progress for self and others.
Monitors the work of others to ensure it is completed on time and meets expectations.
Provides direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.
Additional Responsibilities
Manages group or interpersonal conflict.
Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
Manages time effectively and conducts activities in an organized manner.
Presents ideas, expectations, and information in a concise, organized manner.
Uses problem solving methodology for decision making and follow up.
Collaborates on hiring efforts to evaluate and select high quality talent.
Performs other reasonable duties as assigned by manager.
The hourly pay range for this position is $71.77 to $89.13. Marriott offers a comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, pre-tax commuter benefits, and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.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.Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
