Senior Manager, Messaging (Email) Products

Job Description

Posting Date Jul 30, 2021
Job Number 21080649
Job Category Information Technology
Location Marriott International HQ, 10400 Fernwood Road, Bethesda, Maryland, United States VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Management
Located Remotely? N
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
JOB SUMMARY

As a member of the One-Site Digital team, the Senior Manager, Messaging Services products will define roadmap, products & features, and deliver improvements and create new Mobile Messaging products across multiple platforms. A very nascent channel at Marriott, this role has a lot of opportunity for growth. The Sr.Manager of Messaging Communications will help execute the overall strategy and experience for the prevalent messaging channels (SMS/RCS, iMessage, Facebook messenger, Twitter, WeChat etc.) and email. The focus will be to enable a core infrastructure, A2P services and templates for other departments to use, like booking confirmation, pre-arrival guest communications, guest departure and invoice, Bonvoy Account information, and marketing. P2P communication will also be a part of the scope to enable the entire flow from the Marriott Associates’ interface to the users messaging service of choice. Working with our Customer Experience Center and our Hotel Global Operations to build and deploy a reliable service to help our guests. Also to help the guest, the Messaging team will be building messaging bots to help address customer’s intents and inquires quickly. The ambition is to have customers and guests to be able to transact with Marriott directly from the messaging services.

This role is global in scope and also interfaces with Marriott’s global regions (Americas, Europe, Middle East & Africa, Asia Pacific, China, Caribbean & Latin America).

CANDIDATE PROFILE

Education and Experience

Required:

• 5+ years Mobile / Digital experience; must have experience and fluency with mobile platforms, technical solutions, and the broader Consumer Mobile / Digital landscape
• 3+ years Product Management experience; portion of that experience leading or managing consumer-facing products or features
• Strong understanding application development and Communication as a Service (CaaS).
• Has managed email and messaging (SMS, Chat) services
• Technical understanding of content management systems, data call flows, data layers, security, caching, APIs, micro services, SDKs, data networks and data bases (cloud).
• Has built product/feature roadmaps and delivery schedules
• Demonstrated ability to lead, influence, and collaborate effectively in a matrix-managed environment, with multiple complementary groups
• Entrepreneurial, startup attitude in a big company setting, self-starter who takes initiative in an ambiguous environment to generate momentum & positive business outcomes
• Strong analytical, organizational and problem-solving skills with ability to interpret and translate data into key learnings and execution plans that drive business results
• Excellent communicator, both written and spoken. Must be able to explain product vision, business objective, technical feasibility, define requirements, and technical implementations.
• Customer-obsessed mindset that capitalizes on user data to make step-change experience improvements to platforms, products, and features
• Global mindset that balances global solution orientation with awareness, appreciation, and adaptability for local market & customer dynamics
• Undergraduate degree or equivalent experience/certification

CORE WORK ACTIVITIES

• Collaborates with senior business stakeholders to understand the business goals.
• Understand the customer’s needs and market trends for the services needed by businesses and customers
• Understand the customer’s needs and market trends for the services needed by businesses and customers
• Maintain product and feature roadmap
• Writing of user stories and system requirements and grooming them with agile teams
• Design and build applications, templates and capabilities with agile development teams
• In the moment decision making to achieve objectives in a development sprint
• Complete QA in test environments. Maintain a test environment.
• Release management of software updates. Change control and customer communication briefs.
• Sale and adoption of service. Marketing of the capabilities to properties.
• Assist other departments to set up and use the templates the messaging team have developd
• KPI definition and tracking

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 employee 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 - Understanding and utilizing 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
  • Business Process and Analysis – Knowledge of multiple processes within sponsor department; ability to document key process flows, recognize processes for redesign, identify opportunities and translate business processes into information system’s needs. Ability to define quality measures and evaluate performance against standards and to identify issues, risks and possible paths of resolution or mitigation strategies.
  • IT Business Management – Ability to monitor and evaluate trends in technology, technology delivery mechanisms and IT organizational processes and tools. This includes the ability to redefine processes, make recommendations, and perfect process governance frameworks.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
  • Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
  • Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.

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.