Vice President, On-Site Digital Products - Bethesda, MD, United States - Marriott International, Inc.

Description

Job Number
Job Category Information Technology
Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Responsible for establishing strategies and leading a team to develop digital products that enable seamless customers experiences in the physical/digital world. With the growth in the size and diversity of Marriott's travel footprint and venue types there is an opportunity to enhance the connections we have with customers at the intersection of physical & digital experiences. This role will focus on building out customer experiences that specifically enhance hotel stay experience through the use of digital that will often concurrently create operational efficiencies for hotel owners and associates. This includes enabling more seamless arrival experiences (digital front desk) with products such as mobile key, check-in kiosks, or enhanced customer-to-hotel communications (digital concierge) via Chat or enhanced digitally enables room products (e.g. in room entertainment). From hotels, to spas, golf courses, villas, office buildings, meeting spaces, apartments, resorts and other emerging destinations, MI needs to offer "above-location" capabilities and services that are modern and scale with our company vision. This leader will build and manage a team to develop and produce strategies to meet the changing consumer needs related to our physical footprint. This leader will closely partner with key stakeholders across the broader Digital Department, Technology, Global Design, Global Operations, Development, Brands and Marketing to establish strategies, executing on vision both in building out digital products and ensuring the pull through and implementation at hotels.

This role will report to the SVP, Digital Products.

CANDIDATE PROFILE

Education and Experience

• 12+ years' experience in digital product strategy, management or operational leadership positions, demonstrating progressive career growth and a pattern of exceptionalperformance.
• Experiencemanaging anddefiningtransformationalstrategiesanddigital andtechnologyproducts, specificallyasitrelatestobringingthe digital and physical world together via consumer digitalproducts.
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity.
• 4-yeardegreefromanaccrediteduniversity withadvanced degree in business managementPreferred.

CORE WORK ACTIVITIES

Leading ON-site Digital Products Strategy and Teams

• Identifies core capabilities and defines roadmaps for bringing physical/digital experiences tolife.
• ActsasSME/expertonemergingtechnologies and trendsthatenabletheseexperiences,andsetsdirection forbuy/rent/buildapproach asappropriate.
• Engagesinternal teams,partnersandsoftwareproviderstoensuredelivery ofhighqualityexperiences,withafocusontimetomarket and driving value creation for destinations andcustomers.
• Manageproductsthroughoutthelifecycle,taking arapidagiledeliveryapproach withtestandlearndevelopmentmethodologies.
• Championsthebusinessservice visionforproduct andservicedelivery, whilerelentlesslymeasuring andfocusingonKPIimprovement.
• Responsible for establishing approaches, communications and pull through and implementation of digital products at hotels.
• Communicates a clear and consistent message regarding departmental goals to produce desiredresults internally, across global and continent stakeholders and to hotel communication.
• Makes recommendations and executes the necessary decisions to keep products moving forward toward achievement ofgoals.

Identify Trends & Managing Profitability

• Communicates emerging trends in the space and shares across relevant executive leadership and keystakeholders.
• In partnership with engineering and UX team members, stays up to date on emerging technologies in the space, as well as consumer trends, software partnership opportunities and industry bestpractices.
• Drives digital strategy and recommendations aligned with customer use cases, business outcomes, speed to market and profitability to ensure a balanced approach to driving success for our customers andpartners.
• Analyzes performance and identifies issues and trends to be solved and prioritized in ongoing productroadmaps.
• Workswithteamstodevelopanoperationalstrategy thatisalignedwiththeoverallMIbusinessstrategy andleadsitsexecution.
• Reviewsandauditsexpenses andbudgetswithaviewonTCOandfullP&Lbenefits throughdigitaltechnologychoices.

Managing Revenue Goals

• Monitors performance againstbudget.
• Reviews reports and financial statements to determine operations' performance againstbudget.
• Coaches and supports team to manage expenses, wages and controllableexpenses.

Building Relationships & Ensuring Exceptional Customer Service

• PartnerwithotherDigitalproduct teamsandotherdisciplinestodevelop,promote, support anddeployproducts inmarket. Ensure on-going performance of OSD technology at hotels.
• Partner with disciplines to identify proof of concepts and pilot hotels.
• Partner with the CX teams on ensuring appropriate Marriott International KPIs are developed and measured and reported to executive leadership in all related stakeholdergroups.
• Demonstrates and communicates key drivers of customer satisfaction for the product's targetcustomers.
• Analyzes customer feedback via data and real-time to obtain feedback on product quality and servicelevels.
• Staysvisibleandinterfaceswithcustomersonaregular basistoobtainfeedbackonqualityofproduct,service levelsandoverall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into actionplans.
• Emphasizescustomer experienceandkeyusecasesduringalldepartmentalmeetings andfocusesoncontinuousimprovement.
• Facilitatesthedevelopmentofcreativesolutions toovercomeobstaclesandensuresimplementationtocontinuallyimprove customer performance and VOCresults.

Managing and Conducting Human Resources Activities

• Interviews and hiresemployees.
• Promotes the fair and equitable treatment ofemployees.
• Facilitates regular, ongoing communication in department (e.g., staffmeetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer andemployees.
• Incorporatescustomer satisfactionasacomponentofstaff/operationsmeetings withanemphasisongeneratinginnovativewaystocontinually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performancegoals.
• Solicits employeefeedback.
• Utilizesan"open doorpolicy"andreviewsemployee satisfactionresultstoidentifyandaddressemployee problemsorconcerns.
• Promotesadherence topoliciesconsistently,followsdisciplinaryproceduresanddocumentsitemsaccordingtoStandardandLocalOperating Procedures (SOPs and LSOPs) and supports the Peer ReviewProcess.
• Conducts annual performance appraisal with direct reports according to Standard OperatingProcedures.
• Championschange ensuresbrandandregionalbusiness initiativesareimplementedandcommunicatesfollow-upactionstoteamas necessary.
• Identifies talents of direct reports and their teams and assists with their growth and developmentplans.

MANAGEMENT COMPETENCIES

Leadership

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety ofmethods.
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of decision making andaction.
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerateitspace; servesasrolemodelforhowtohandlechange bymaintainingcomposure andperformancelevel underpressureorwhen experiencingchallenges.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information fromdifferentsources todrawconclusions,developsandevaluatesalternativesandsolutions,solves problems,andchooses acourseofaction.
• ProfessionalDemeanor -Exhibitsbehavioralstyles thatconveyconfidenceandcommandrespect fromothers;makes agoodfirstimpression 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 evaluationprocesses.

Managing Execution

• BuildingaSuccessfulTeam -Usesaneffective interpersonalstyletobuildacohesiveteam;inspiresandsustainsteamcohesionand engagement by focusing the team on its mission and importance to theorganization.
• StrategyExecution –Ensuressuccessfulexecution acrossofbusiness plansdesignedtomaximizecustomer 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, andmonitorstheeffortsofselfand/or otherstowardtheaccomplishmentgoals; proactivelytakesaction andgoesbeyond whatisrequired.

Building Relationships

• CustomerRelationships -Developsandsustains relationshipsbasedonanunderstandingofcustomer/stakeholderneedsandactions consistent with the company's servicestandards.
• 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 fullpotential.
• 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 betweenlocations,disciplines,andcorporate toensureneeded resourcesarereceived andcorporatestrategiesareunderstoodandexecuted.

Generating Talent and Organizational Capability

• OrganizationalCapability -Evaluatesandadapts thestructureofassignmentsandworkprocesses tobestfittheneedsand/orsupport the goals of an organizationalunit.
• TalentManagement -Providesguidanceandfeedbacktohelpindividualsdevelopandstrengthenskillsandabilities neededtoaccomplishwork objectives.

Learning and Applying Professional Expertise

• BusinessAcumen -Understandsandutilizes businessinformationtomanageeveryday operationsandgenerate innovativesolutionsto approach business and administrativechallenges.
• ContinuousLearning -Activelyidentifiesnewareasforlearning;regularlycreatesandtakes advantageoflearning opportunities;usesnewly gained knowledge and skill on the job and learns through theirapplication.
• StrategyKnowledge- Understandingandutilizingprofessionalskillsandknowledgeinaspecific functionalareatoconductandmanage business operations and generate innovative solutions to approach function-specific strategic workchallenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic workactivities.
  • BasicComputer Skills -Usesbasiccomputer hardwareandsoftware(e.g.,personalcomputers,wordprocessingsoftware,Internet browsers,etc.).
  • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work- relatedissues.
  • Oral Comprehension - Listens to and understands information and ideas presented through spoken words andsentences.
  • Reading Comprehension - Understands written sentences and paragraphs in work relateddocuments.
  • Writing - Communicates effectively in writing as appropriate for the needs of theaudience

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 onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.