Director Command Center Communications

JOB SUMMARY

The Director, Command Center Communications will be responsible for the development and execution of Command Center Communications strategy in support of Marriott’s digital and technology transformation. As an integral part of the Business Transformation Office’s (BTO) Change Management + Communications team, the Director, Command Center Communication’s primary focus will be to establish the communication strategy for The Power of M Command Center, including – but not limited to – developing the overall communications approach, creating communication templates, establishing the review and approval processes and coordinating with program and continent communication leads and with other engaged disciplines (e.g., Deployment, Learning). 

The Director, Command Center Communications will leverage the BTO Communication tools and platforms to create unique processes that ensure the timely flow of information from the Command Center to hotels in the Launch phase of their deployment journey and will be a critical business partner to project, initiative and discipline leaders, ensuring key information is delivered to hotels. 

This position will regularly interact with senior leaders across the BTO and will liaise frequently with key stakeholders across the program. The core accountabilities for this position are: 

•             Establish and execute a strategy for identifying, implementing and continually monitoring and improving the effectiveness (e.g., distribution, content management, readability) of Command Center communications

•             Develop and manage Command Center Communications content creation, review + approval and distribution processes

•             Establish processes and templates to enable content creation and delivery by Command Center staff during off-hours

•             Support the Sr. Director, Command Center to ensure critical items and/or issues are being communicated to impacted hotels in a timely and effective manner to enable a successful launch

•             Partner with the BTO Communication leads to share issues being addressed by Command Center communications and ensure they are accounted for in future deployment communications as appropriate

CANDIDATE PROFILE 

Education and Experience 

•             8-10+ years’ experience in communications – ideally in a high-paced, reactive environment – demonstrating a pattern of exceptional performance AND 

•             4-year degree from an accredited university in Communications or related major OR 

•             12+ years of total relevant professional experience in related function, demonstrating progressive career growth and pattern of exceptional performance 

•             Experience managing global communications vehicles, including editorial oversight and content management for websites, email distribution 

•             Experience developing command center, issue triage and/or crisis communications or demonstrated ability to quickly adapt, develop and deliver upon communication needs

•             Possess exceptional written and oral communication skills, can develop clear, concise and logically written business communications as well as deliver recommendations effectively to key stakeholders and demanding audiences

•             Strong personal leadership, organizational, relationship-building and negotiation skills

•             Outstanding formal and informal presentation skills

•             Self-starter with self-confidence, enthusiasm and strong customer service orientation 

•             Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity

•             Experience with transformational change management, including large-scale, global systems deployment a plus

CORE WORK ACTIVITIES 

Managing Work, Projects and Policies 

•             Manages execution of overall Command Center communications strategy, ensuring implementations are consistent in processes, tools and services provided to customers with the overall BTO change management and communication strategy

•             Partners with the Senior Director and key stakeholders to develop and sustain a comprehensive global Operations-facing communications strategy

•             Proactively maintains calendar of all communication needs using established planning tools as appropriate to ensure high-quality deliverables

•             Identifies appropriate and timely way to respond to key issues reported to Command Center via established communication channels and opportunities to mitigate the same issues from arising in future deployment waves

•             Reviews all communications to ensure they fit within the existing BTO communications strategy and style guide

•             Builds relationships across Marriott – including all global program, initiative and discipline team leaders within Headquarters as well as Continent Communications partners

•             Lead and influence cross-functional teams to achieve results: 

     o        Identifies approach, resources and responsibilities 

     o        Solicits and incorporates stakeholder involvement and priorities 

     o        Identifies success criteria and measurement 

     o        Plans for ongoing tasks and responsibilities 

Leading Team 

•             Creates a team environment that models accountability, high standards, strategic risk tasking and innovation 

•             Establishes best practices, methods, processes, tools and templates for successful execution of communications efforts, exceeding department goals

•             Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service

•             Demonstrates capabilities needed to meet or exceed expectations

•             Leads by example demonstrating self-confidence, energy and enthusiasm

Conducting Human Resources Activities 

•             Acts proactively when dealing with employee concerns 

•             Extends professionalism and courtesy to employees at all times

•             Communicates/updates all goals and results with employees

•             Establishes and maintains open, collaborative relationships with employees 

•             Solicits employee feedback

•             Ensures orientations for new team members are thorough and completed in a timely fashion

•             Observes behaviors of employees and provides feedback to individuals

Additional Responsibilities 

•             Provides information to supervisors, co-workers and subordinates by phone, in writing, email or in person in a timely manner

•             Manages group or interpersonal conflict

•             Informs and/or updates executives, peers and subordinates on relevant information in a timely manner

•             Manages time effectively and conducts activities in an organized manner

•             Presents ideas, expectations and information in a concise, organized manner

•             Uses problem solving methodology for decision making and follow up

•             Performs other reasonable duties as assigned by manager

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

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

•             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

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

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 guidance 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

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

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

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

     o        Reading Comprehension - Understands written sentences and paragraphs in work related documents

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.

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