Director, Audio Visual Services

This position is based in Bethesda, MD and will be required to be in the office 4 days per week.

The Director of Audio Visual (AV) Services will be responsible for all aspects of the conception, engineering, build, and testing of world class Audio Visual, Collaboration and Conference Room technologies for Marriott International HQ and regional associates. This key leader will focus on recommending and developing innovative and modern technical solutions with a customer-focused mindset. The individual should be familiar with the standards and executable actions required for delivering reliable AV and Conference Room technology and other capabilities associated with collaboration and conferencing technology, such as Teams, Zoom, Polycom and Crestron with a vision for simplicity, automation, self-empowerment, and user experience. Overall experience in developing technical solutions for the workplace leveraging the latest AV and Conference room technology will be critical. You must be able to hire, develop, and build an inclusive, user centric, high-performance team. An ability to interface with vendors and other third parties to define enhancements, product changes, and delivery of solutions that work best for Marriott is also required.

CANDIDATE PROFILE

Required Skills:

• Undergraduate degree or equivalent experience/certifications.
• 8+ years experience in an IT operational role supporting mission critical solutions or applications including:
  • 5+ years of AV operational support experience, including 3 or more years of leading AV engineering and operational support teams
  • 5+ years experience architecting, building and managing technical solutions for the workplace leveraging AV technologies such as AvB, Dante, BiAmp, Crestron, Polycom, Extron, Shure, Cisco and other vendor solutions
  • 3+ years experience architecting, building and managing collaboration technologies such as Microsoft Teams, Zoom, Cisco Webex and other highly used collaboration tools by fortune 100 companies (100 plus rooms)
• Demonstrated experience supporting large events scaling to thousands of attendees is a must for this role
• Proven ability to implement proactive measures and strategic planning to prevent incidents and improve operational resilience
• Proven ability to effectively prioritize and execute tasks and resolve issues in a high-pressure environment
• Direct management of complex budgets and indirect costs
• Direct management of cross functional, sourced, or matrixed team
• Effective communication skills, translating complex technical ideas into simple business terms

Preferred:

• 3+ years as Senior Manager at a Fortune 500 company with substantial scale
• Proven management experience with end-user service integration and delivery
• Experience leading IT outsourcing activities in a managed service environment
• Strong understanding of ITIL v4 Framework
• Strong understanding of Agile and DevOps methodologies
• Proven expertise in process management, negotiation, influence, and problem resolution
• Knowledge of business environment, service requirements and hospitality culture
• Proven capacity to assess customer needs, creatively devise solutions, and influence effective courses of action
• Ability to present ideas in business-friendly and user-friendly language to audiences spanning C-suite executives to technical subject matter experts
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
• Should possess familiarity with various digital signage technologies and be capable of effectively implementing them within the company's framework.

CORE WORK ACTIVITIES

Managing Audio Visual Services

• Manage and lead the Audiovisual Services team, ensuring seamless delivery of audiovisual solutions
• Work onsite 4 days a week at our headquarters, overseeing day-to-day operations and addressing immediate needs
• Make user experience a top priority by simplifying and optimizing audiovisual systems for seamless functionality
• Ensure a high level of visibility for the Audio-Visual Services through effective communication and engagement with various departments
• Foster collaboration with IT, Facilities, and other relevant departments to ensure integrated solutions
• Proactively identify opportunities to enhance audiovisual services and streamline processes for maximum efficiency
• Swiftly resolve high-pressure customer-facing incidents and instill a culture of rapid incident resolution within the team

Managing Projects and Priorities

• Develops specific goals and plans to prioritize, organize, and accomplish work for self and direct reports.
• Provides direction and assistance to other teams regarding projects
• Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Plans, develops, implements, and evaluates the quality of the teams' operations.
• Provides recommendations to improve the effectiveness of processes or programs.
• Understands and meets the needs of key stakeholders.
• Supports achievement of performance goals, budget goals, team goals

Leading Discipline Team

• Champions leaders' vision for product and service delivery.
• Works with direct reports and peers to develop and implement strategies and goals
• Communicates a clear and consistent message regarding goals to produce desired results.
• Makes and executes the necessary decisions to keep team moving forward toward achievement of goals.
• Provides targeted and timely communication of results, achievements and challenges to direct reports, peers, and leaders.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.
• Promotes the fair and equitable treatment of employees.
• Facilitates regular, ongoing communication in the 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 customer satisfaction as a component of staff/operations meetings with 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 "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns
• Promotes adherence to 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 SOPs.
• Champions change ensures brand and regional business initiatives 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.

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.