Senior Manager, Guest Service Products

Job Description

Posting Date Jul 12, 2022
Job Number 22117651
Job Category Information Technology
Location Canada Regional Office, 2425 Mathewson Blvd. E Suite 100, Mississauga, ONT, Canada 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

The Senior Manager, Enterprise Products Guest Service is responsible for supporting technologies that deliver guest services and support (e.g. Empower Guest Experiences and Empower Customer Engagement). This role will collaborate with business partners and technical teams to maintain a well-groomed product backlog of features to include refined user stories with solid technical solutions that are ready for development.

The Senior Manager will demonstrate management skills and leadership in a highly matrixed environment and must be comfortable working with multiple stakeholders on numerous competing priorities. The candidate will be moderately technical with a proven record of creative solutioning and problem solving.

CANDIDATE PROFILE

Required

• 6+ years’ experience in information technology application design or development
• Undergraduate degree or equivalent experience/certification
• Experience with Agile Development methodology and tools including JIRA.
• Skilled at converting business needs into technology requirements
• Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action
• Excellent communicator, both written and spoken. Must be able to explain product vision, business objective, technical feasibility, define requirements, and technical implementations
• Demonstrated ability to deliver results under challenging conditions, particularly when faced with complexity, ambiguity, and aggressive timelines

Preferred

• Experience with Salesforce Cloud
• Familiarity with Empower Salesforce implementation including Customer Engagement (CEC), Guest Experiences (GXP), and Sales (ARM)
• Familiarity with Marriott’s existing information architecture, application portfolio, and information management methodology

Education and Experience

• Experience in Agile/Scrum software development practice

CORE WORK ACTIVITIES

Technical Product Owner

• Maintain a well-groomed product backlog of features to include refined user stories with solid technical solutions that are ready for development
• Help define new product features and optimizations of existing ones, and incorporate them into product roadmaps
• Support the definition of guest service product requirements and development of the product roadmap
• Provide clear vision and scope documentation, use cases, workflows, and wire-frames to support development
• Coordinate with support teams for defect resolution

Demonstrating and Applying Discipline Knowledge

• Provides technical expertise and support to persons inside and outside of the department
• Demonstrates knowledge of job-relevant issues, products, systems, and processes
• Demonstrates knowledge of function-specific procedures
• Keeps up-to-date technically and applies new knowledge to job

Additional Responsibilities

• Proven ability to lead and work with cross-functional teams in support of specific business priorities
• Ability to solve problems quickly, think strategically, and drive data-driven decision making
• Ability to simultaneously manage multiple projects and aggressive timelines
• Strong interpersonal skills and success in cross-functional relationship-building at all levels, ability to drive consensus through influence and fact-based approach
• Effective written and oral communications skills with sensitivity to global communication needs
• Thrives in a fast-paced, entrepreneurial environment
• Demonstrates self-confidence, energy and enthusiasm in leading and influencing teams
• Proficiency in Office software products and digital collaboration tools

MANAGEMENT COMPETENCIES

Leadership

• Adaptability – Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

• Communication – Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• 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 and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

• 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.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

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.

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• 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.

Generating Talent and Organizational Capability

• 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.

• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• 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.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

• • Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

• • Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

• • Reading Comprehension – Understands written sentences and paragraphs in work related documents.

• • Writing - Communicates 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.

Notification to Applicants: Canada Regional Office takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email [email protected] and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.