Experience Inc. Jobs

Job Number 24046956

Job Category Reservations

Location CEC Headquarters, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

Schedule Full-Time

Located Remotely? Y

Relocation? N

Position Type Management

JOB SUMMARY

The Director, CEC Strategic Initiatives (Global Footprint and Channel Strategy) is responsible for pulling through the vision and action plans for global footprint and channel strategy initiatives. Provide leadership on CEC initiatives that drive the strategic growth of the CECs. This includes delivering annual savings in site improvements and lower cost labor, in addition to identifying annual savings by aligning CEC with the channel shift strategy. This role will support efforts to grow services such as proactive chat and messaging, in-language web site support, and Artificial Intelligence (AI) capabilities. In addition, this role will support center selection and deployments globally, including remote strategy and implementation. The Director, CEC Strategic Initiatives (Global Footprint and Channel Strategy) will also be responsible for serving as the business lead for CEC case management strategy, in partnership with the CEC Product Services team. Success in this role will require facilitating cooperation among Continent, Corporate, and center leadership.

CANDIDATE PROFILE

Education and Experience Preferred

• 4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, or related major and 8+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;

OR

• 10+ years of relevant professional experience in of relevant professional experience in corporate strategy, finance or related function, demonstrating progressive career growth and pattern of exceptional performance.

CORE WORK ACTIVITIES

Global Footprint Strategy

• Evaluates and deploys alternative delivery strategies of CEC services.

• Develops global location strategies that maximize competitive advantage, customer/stakeholder satisfaction, and profitability.

• Communicates footprint and remote strategies and business cases to influence senior stakeholders and manage their expectations.

• Manages leases, contracts, and footprint plans for all centers globally.

• Develops and maintains facilities management and security strategies.

• Brings together the appropriate talent levels and mix of skills sets to drive innovation and successful center performance.

CEC Channel Strategy

• Direct the growth of Customer Care, before, during and after a guest visits a property, through the implementation and maintenance of advanced technology, determined by customer requirements and emerging market trends.

• Responsible for CEC case management strategy and governance, in partnership with the CEC Product Services team.

• Responsible for building and maintaining excellent corporate relationships with those offices that currently have or will have customer, developmental or synergetic interaction with Customer Care operations.

• Monitor emerging customer care trends and strategically plan for the introduction of appropriate practices.

• Guide timing and introduction of initiatives, processes and procedures designed to meet strategic goals.

Managing Responsibilities with Stakeholders

• Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.

• Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.

MANAGEMENT COMPETENCIES

Building Relationships

Customer Relationships

• Shows an understanding of the needs of different customer/stakeholder segment sand develops appropriate service strategies.

• Creates a service-oriented environment and empowers others to build strong customer/stakeholder relationships

• Monitors customer/stakeholder feedback and metrics to improve service delivery.

• Uses appropriate risk management resources when serious customer/stakeholder situations occur.

Global Mindset

• Creates and promotes an environment where everyone is valued and included.

• Champions the Company culture of service, opportunity, respect, and fair treatment.

• Ensures processes are in place to address concerns related to equity and fair treatment.

• Brings together people with diverse backgrounds to drive innovation and engagement.

• Establishes diverse partnerships across the industry, profession, and Company.

• Champions the attraction, development, and retention of a multicultural and multigenerational workforce.

• Ensures that all associates have the opportunity to achieve their full potential.

Strategic Partnerships

• Builds strong working relationships across departments or teams.

• Models and coaches others on creating an open, trusting, and supportive work environment.

• Coaches others on how their behavior impacts coworkers and the work environment.

Generating Talent and Organizational Capability

Developing Others

• Sets and models expectations for required behavior, knowledge, and skill levels.

• Develops others by identifying needs and setting appropriate department, team, and individual goals.

• Networks with high potential leaders and coaches others on targeted recruitment efforts.

Organizational Capability

• Continuously improves department, program, team, and job structures and ensures clear leadership accountabilities are in place.

• Puts systems and processes in place to manage program performance.

• Brings together the appropriate talent levels and mix of skillsets to drive innovation and performance.

• Establishes and ensures understanding of the scope of decision-making authority for team members.

Leadership

Communication and Professional Demeanor

• Actively listens and uses appropriate communication styles to deliver information in an articulate, understandable, and engaging way.

• Influences others to accept a point of view, gain consensus, or take action.

• Keeps leaders informed about key issues.

• Models and coaches others on displaying a leadership style that conveys confidence and gains respect from others.

Leading Through Vision and Values

• Models, coaches, and holds others accountable for leading ethically and with a high degree of integrity.

• Promotes a convincing and inspiring vision for the direction of the Company, brand, and team.

• Models and holds departments and project teams accountable for developing and implementing programs that reflect the Company’s core values.

Managing Change

• Presents the need for change in a positive way that encourages commitment and action.

• Encourages others to identify ways to implement desired changes.

• Models and coaches others on staying calm and focused during stressful situations.

• Models flexibility and adjusts others’ and own priorities when managing multiple demands.

• Manages stakeholder expectations during change.

• Develops strategies and provides resources to implement change.

• Takes steps to minimize the stress others feel when change occurs.

Problem Solving and Decision Making

• Models and sets expectations for offering suggestions and solving complex problems.

• Uses data from different sources to evaluate alternatives, consider their potential impact, and make decisions.

• Involves key stakeholders to gain agreement and support before making high impact decisions.

• Makes key decisions and guides others to implement solutions in a reasonable amount of time.

Strategy Development

• Demonstrates a strong understanding of Company, brand, discipline, and program strategies.

• Uses data to thoroughly evaluate opportunities and focuses on those with the greatest potential business impact.

• Adapts global Company and brand strategies into plans that can be implemented within the business to maximize customer/stakeholder satisfaction and profitability.

• Uses data to build program strategies and make the business case for stakeholder commitment.

Learning and Applying Professional Expertise

Business Acumen

• Uses an understanding of market dynamics and the business environment to identify opportunities for improvement.

• Monitors industry and market changes and adjusts priorities as needed.

• Sets department or team standards and uses key business metrics to evaluate performance.

• Models and coaches others on making business decisions based on data from a variety of sources.

• Demonstrates sound business judgment in addressing resource needs and improving efficiencies while balancing associate, customer/stakeholder, and financial results.

Continuous Learning

• Creates an environment where learning is valued and encouraged.

• Models and sets expectations for others to evaluate own and others' strengths and developmental needs.

• Secures resources and creates opportunities for self and others to improve performance through stretch assignments and other professional development activities.

• Models and coaches others on staying current on industry and discipline trends and holds others accountable for using relevant best practices.

• Establishes training requirements for the team and holds others accountable for meeting training goals.

Strategy Knowledge

• Models and holds others accountable for staying currenting area of expertise.

• Shows a strong understanding of the operating principles, resource needs, terminology, and interdependence of all relevant functions to support successful discipline operations.

• Promotes the development of partnerships across teams to solve complex issues and improve performance.

• Ensures compliance with contractual, legal and regulatory requirements.

Managing Execution

Building a Successful Team

• Coordinates with other departments and teams and helps clarify the responsibilities of each group.

• Communicates clear expectations about how departments, teams, and individuals contribute to success.

• Considers associates’ strengths and team dynamics when assigning work.

• Coaches and holds others accountable for establishing team building strategies and encouraging cooperation.

• Involves team members in making decisions that impact the team.

• Recognizes achievements that support department and team success.

Driving for Results

• Reinforces a team environment that encourages accountability, high standards, innovation, and strong business performance.

• Works with others to establish shared and individual goals.

• Monitors department, team, and individual performance.

• Makes sure associates are clear on expectations, timelines, and budget requirements.

• Identifies and focuses on business opportunities that have the highest value for the Company.

Strategy Execution

• Helps others understand work requirements by explaining why the work is important and by breaking down projects into manageable tasks.

• Analyzes department, team, and individual workload to prioritize tasks and delegate appropriately.

• Identifies and obtains the equipment, materials, personnel, and other resources teams need to accomplish their work.

• Establishes and coaches others on processes for monitoring work quality and project milestones.

California Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually.

Colorado Applicants Only: The salary range for this position is $110,550.00 to $222,943.00 annually.

Hawaii Applicants Only: The salary range for this position is $133,766.00 to $245,238.00 annually.

New York Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually.

Washington Applicants Only: The salary range for this position is $110,550.00 to $245,238.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus and restricted stock units/stock grants. 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.

The application deadline for this position is 42 days after the date of this posting, 3/18/2024.

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.