FLEX Director - CEC Partner Strategy and Operations

Salary Details

Salary Description: Competetive Salary Offered

Job Description For FLEX Director - CEC Partner Strategy and Operations

This is a temporary position.

The Director of Business Partner Management (Flex role) will oversee and manage the day-to-day relationship with third-party business process outsourcing companies (BPOs) to supplement Marriott's Customer Engagement Center (CEC) workforce. This role is integral in ensuring that business partners provide exceptional sales and customer service support for Marriott's customers, maintaining the high standards of quality and consistency for Marriott's portfolio of brands. The Director will act as the primary point of contact between Marriott CEC organization and the BPO partners, ensuring operational efficiency, continuous improvement, and alignment with Marriott's strategic goals.

Key Responsibilities:

BPO Relationship Management:

• Serve as the main liaison between Marriott CEC and BPO partners, ensuring a strong, collaborative working relationship.
• Regularly monitor and assess the performance of BPO partners, addressing any concerns or issues related to service delivery, customer satisfaction, and operational effectiveness.
• Negotiate and establish contracts with BPO providers, including performance-based KPIs, service level agreements (SLAs), and pricing models.
• Coordinate the onboarding and training process for new BPO partners, ensuring they are equipped with the necessary resources and knowledge to meet company standards.
• Manage and support the ongoing performance evaluations and regular reporting from BPOs to ensure compliance with company objectives.

Operations and Workforce Management:

• Oversee the daily operations of outsourced sales and customer service teams, ensuring optimal performance, adherence to schedules, and meeting of KPIs.
• Work closely with BPO partners to ensure seamless integration with in-house teams, creating a unified approach to service delivery.
• Analyze data and performance reports to identify trends, challenges, and opportunities for process improvement or workforce optimization.
• Implement strategies to address any shortfalls in service quality, including escalations, corrective action plans, and process changes.

Quality Assurance & Customer Experience:

• Ensure BPO teams are delivering top-tier service that aligns with Marriott's brands, vision, and customer expectations.
• Collaborate with internal quality assurance teams to conduct regular performance audits, call reviews, and feedback loops.
• Implement ongoing training programs, refreshers, and continuous learning initiatives to keep BPO teams updated on products, services, and customer interaction techniques.
• Champion customer-centric initiatives and ensure the BPO partners consistently uphold the company's commitment to exceptional guest experiences.

Strategic Planning and Continuous Improvement:

• Work with Senior Management to develop long-term strategic plans for outsourcing partnerships, ensuring scalability and alignment with business objectives.
• Drive continuous improvement initiatives to enhance service delivery, reduce costs, and streamline workflows between the company and BPO providers.
• Lead initiatives to improve operational efficiency, customer satisfaction, and sales results through optimized outsourcing strategies.

Reporting and Budget Management:

• Develop and present regular performance reports to Senior leadership, providing insights on BPO effectiveness, ROI, customer satisfaction, and areas for improvement.
• Manage the BPO budget, ensuring efficient allocation of resources and tracking of expenses to meet financial goals.
• Conduct regular audits to ensure that all outsourcing agreements are in compliance with contractual obligations, laws, and regulations.

Qualifications:

Education & Experience:

• Bachelor's degree in Business Administration, Hospitality Management, Operations Management, or related field (required).
• 7+ years of experience in operations management, with a focus on outsourcing or BPO management, ideally within the hospitality or customer service industries.
• Proven track record of managing and optimizing outsourced partnerships, including contract negotiation, performance monitoring, and continuous improvement.

Skills:

• Strong leadership, communication, and interpersonal skills, with the ability to manage cross-functional teams and work with external partners.
• Deep understanding of sales, customer service processes, and the hospitality industry's unique demands and customer expectations.
• Experience with performance management tools, reporting dashboards, and data analysis to drive decision-making.
• Problem-solving mindset with the ability to manage conflict and implement solutions quickly.
• Strong organizational skills, with the ability to manage multiple projects and priorities in a fast-paced, high-pressure environment.

Preferred:

• Master's degree in a relevant field (e.g., MBA).
• Knowledge of CRM software and other customer service-related platforms.
• Fluency in multiple languages (preferred in global operations).

Core Competencies:

• Leadership: Ability to inspire, motivate, and guide BPO teams to exceed performance expectations.
• Customer Focus: Deep commitment to delivering outstanding customer experiences and satisfaction.
• Analytical Thinking: Ability to assess and interpret data to make informed decisions and improve performance.
• Collaboration: Effective at building strong partnerships internally and externally to achieve shared goals.
• Adaptability: Ability to navigate change and adjust strategies quickly to meet evolving business needs.

Work Environment:

• This position may require occasional travel to visit BPO partners, assess operational performance, and attend meetings or conferences.
• The role may involve flexible working hours to accommodate global outsourcing operations across multiple time zones.

The pay range for this position is $60.38 to $88.13 per hour.

FLEX opportunities 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, 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.

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.