Vice President, On-Site Digital Products

Job Number 24013483

Job Category Information Technology

Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States

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 exceptional performance.

• Experience managingand defining transformational strategies and digitaland technology products,specifically as it relates to bringing the digital and physical world together via consumer digital products.

• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity andambiguity.

• 4-year degree from an accredited university with advanced degree in business management Preferred.

CORE WORK ACTIVITIES

Leading ON-site Digital Products Strategy and Teams

• Identifies core capabilities and defines roadmaps for bringing physical/digital experiences to life.

• Acts as SME/expert on emerging technologies and trends that enable these experiences, and sets directionfor buy/rent/build approachas appropriate.

• Engages internalteams, partners and software providers to ensure deliveryof high quality experiences, with a focus on time to marketand driving value creation for destinations and customers.

• Manage products throughout the lifecycle, takinga rapid agile delivery approachwith test and learn development methodologies.

• Champions the business servicevision for productand service delivery,while relentlessly measuringand focusing on KPI improvement.

• 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 desired results internally, across global and continent stakeholders and to hotel communication.

• Makes recommendations and executes the necessary decisions to keep products moving forward toward achievement of goals.

Identify Trends & Managing Profitability

• Communicates emerging trends in the space and shares across relevant executive leadership and key stakeholders.

• 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 best practices.

• 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 and partners.

• Analyzes performance and identifies issues and trends to be solved and prioritized in ongoing product roadmaps.

• Works with teams to develop an operational strategythat is aligned with the overall MI business strategyand leads its execution.

• Reviews and audits expensesand budgets with a view on TCO and full P&L benefitsthrough digital technology choices.

Managing Revenue Goals

• Monitors performance against budget.

• Reviews reports and financial statements to determine operations' performance against budget.

• Coaches and supports team to manage expenses, wages and controllable expenses.

Building Relationships & Ensuring Exceptional Customer Service

• Partner with other Digital productteams and other disciplines to develop, promote,support and deploy productsin market. 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 stakeholder groups.

• Demonstrates and communicates key drivers of customer satisfaction for the product's target customers.

• Analyzes customer feedback via data and real-time to obtain feedback on product quality and service levels.

• Stays visible and interfaces with customers on a regularbasis to obtain feedback on quality of product, servicelevels and overallsatisfaction.

• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

• Emphasizes customerexperience and key use cases during all departmental meetingsand focuses on continuous improvement.

• Facilitates the development of creative solutionsto overcome obstacles and ensures implementation to continually improvecustomer performance and VOC results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Promotes the fair and equitable treatment of employees.

• Facilitates regular, ongoing communication in department (e.g., staff meetings).

• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with customer and employees.

• Incorporates customersatisfaction as a component of staff/operations meetingswith an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for performance goals.

• Solicits employee feedback.

• Utilizes an "opendoor policy" and reviews employeesatisfaction results to identify and address employeeproblems or concerns.

• Promotes adherenceto policies consistently, follows disciplinary procedures and documents items according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions changeensures brand and regional businessinitiatives are implemented and communicates follow-up actions to team as necessary.

• Identifies talents of direct reports and their teams and assists with their growth and development plans.

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 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 changeby maintaining composureand performance levelunder pressure or when experiencing challenges.

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sourcesto draw conclusions, develops and evaluates alternatives and solutions, solvesproblems, and choosesa course of action.

• Professional Demeanor -Exhibits behavioral stylesthat convey confidence and command respectfrom others; makesa good first impression and represents the company in alignment with itsvalues.

• 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 effectiveinterpersonal 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 executionacross of businessplans designed to maximize customersatisfaction, profitability, and market share through effective planning, organizing, and on-going evaluationprocesses.

• 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/orothers toward the accomplishment goals;proactively takes actionand goes beyondwhat is required.

Building Relationships

• Customer Relationships -Develops and sustainsrelationships 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 corporateto ensure neededresources are receivedand corporate strategies are understood and executed.

Generating Talent and Organizational Capability

• Organizational Capability -Evaluates and adaptsthe structure of assignments and work processesto best fit the needs and/or supportthe goals of an organizational unit.

• Talent Management -Provides guidance and feedback to help individuals develop and strengthen skills and abilitiesneeded to accomplish work objectives.

Learning and Applying Professional Expertise

• Business Acumen -Understands and utilizesbusiness information to manage everydayoperations and generateinnovative solutions to approach business and administrative challenges.

• Continuous Learning -Actively identifies new areas for learning; regularly creates and takesadvantage of learningopportunities; uses newly gained knowledge and skill on the job and learns through their application.

• Strategy Knowledge - Understanding and utilizing professional skills and knowledge in a specificfunctional area to conduct and manage business operations and generate innovative solutions to approach function-specific strategic work challenges.

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

• Basic ComputerSkills - Uses basic computerhardware 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.

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.