Director - Global Deployment Support

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Director - Global Deployment Support

JOB SUMMARY

The Director, Global Deployment Support is responsible for completing the design, implementing, and managing the Command Center Support operations for the Customer Engagement Centers (CECs) and Loyalty as part of the Digital + Technology Transformation (D+TT) deployment as part of the Business Transformation Office (BTO) deployment team. This deployment is a multi-year effort to transform Marriott's technology and business process ecosystem, evolving it to deliver on our vision to become the world's favorite travel company. The BTO has been established to enable and accelerate D+TT through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination and deployment. This role, as part of the BTO, will contribute to building upon our existing expertise and creating the structures and capabilities we need to coordinate the moving parts that make up D+TT. This role will further play a key role within the Deployment work track and will partner closely with the CEC and Loyalty stakeholders engaged throughout the project lifecycle.

EDUCATION AND EXPERIENCE
• Undergraduate degree or equivalent combination of work experience, education, and certifications
• 5+ years of IT leadership experience focused on IT Service Support and one or more of the following:

o Technology support within a Service Desk / Call Center operations environment
o Corporate end-user technology support including infrastructure, applications, and technical services
o Direct experience with enterprise service desk support technologies and automation
• Proven leadership experience with end-user service support with a global scope
• Process design, integration, and automation techniques in a complex environment
• Ability to apply abstract thought, negotiation, influence, and problem resolution skills
• Proven ability to manage personal and team time and energy through effective prioritization and execution of tasks in a complex, highly demanding environment

Core Work Activities and Responsibilities:
• Serve as the primary BTO Deployment contact for CEC and Loyalty partners, fostering engagement and developing solutions for unique business needs
• Partner with the CEC and Loyalty teams to identify potential scenarios arising from interactions between internal CEC associates and Marriott customers, ensuring these scenarios receive tailored support experiences
• Partner with CEC and Loyalty teams to identify proactive monitoring opportunities and metrics to prevent potential issues affecting all stakeholders (e.g., owner, operator, brand, guest, and associate)
• Monitor and categorize trending deployment-related problems, ensuring adherence to defined Problem Management processes
• Partner with CEC, Loyalty, and Service Desk stakeholders to support the execution of the Deployment support model and transition plan to Business As Usual (BAU) to ensure seamless support experiences
• Determine CEC and Loyalty-related datapoints for monitoring in addition to Deployment Measurement and ServiceNow Dashboards/reporting required to support overall reporting requirements to ensure customer-impacting issues can be easily identified and addressed.
• Support the Senior Director, Global Command Center Support to execute the deployment support plan and global & continent command centers setup, partnering closely with the CEC and Loyalty leads to ensure one integrated deployment plan that accounts for the needs of each team
• Continuously monitor support tickets to ensure response and resolution Service Level Agreements (SLAs) are met
• Support Global and Continent Command Center Run of Show leads during scheduled 24/7 operations
• Act as ServiceNow subject matter expert (SME) providing D+TT-related guidance and training as needed
• Author and approve D+TT Knowledge Articles
• Co-manage the global deployment support Teams site, which houses support and command center-related documentation (e.g., support coverage schedules, reference documentation, training materials, communications, etc.)
• Partner with the CEC and Loyalty teams to identify potential scenarios requiring dedicated support experiences, including:

o Determine and classify unique interactions with internal CEC associates
o Determine and classify unique interactions with Marriott Bonvoy customers
o Differentiate between issues related to D+TT deployment and those occurring during BAU, ensuring that each type of issue is addressed with appropriate support and resolution strategies
• Partner with CEC and Loyalty teams to identify proactive monitoring opportunities and metrics to prevent potential issues affecting all stakeholders (e.g., owner, operator, brand, guest, and associate)

o Conduct brainstorming sessions with CEC and Loyalty teams to identify potential scenarios that could impact stakeholders
o Develop a list of proactive monitoring opportunities based on identified scenarios
o Determine key performance indicators (KPIs) that will help in monitoring potential issues
• Build effective relationships with all internal and external stakeholders. Ensure decision-making that balances the needs of the various stakeholder groups and promotes the long-term viability of the business.
• Responsible for ensuring the appropriate systems, tools, processes, and training are in place to successfully position hotels from a hotel operations perspective.
• Identify emerging business opportunities and risks to determine strategic implications, provide feedback to key stakeholders and take a leadership role in the decision-making process.
• Ensure that systems, tools, processes, and training are consistently applied and used worldwide.

MANAGEMENT COMPETENCIES

Leadership
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making and action
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes

Managing Execution
• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.
• Strategy Execution - Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Building Relationships
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed.

Generating Talent and Organizational Capability
• Developing Others - Supports the development of other's skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively.
• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Learning and Applying Professional Expertise
• Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application.
• Technical Acumen - Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

o Strong understanding of ServiceNow
o Strong understanding of O365 products, with focus on Excel and Power BI
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
o Reading Comprehension - Understands written sentences and paragraphs in work related documents.
o Writing - Communicates effectively in writing as appropriate for the needs of the audience.

The salary range for this position is $117,700 to $164,100 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants.

Washington Applicants Only: Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, educational assistance, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 7 days after the date of this posting, March 21, 2025.

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.