Senior Manager, Customer Management Products

Job Number 24043044 Job Category Information Technology Location Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States Schedule Full-Time Located Remotely? Y Relocation? N Position Type Management JOB SUMMARY The Senior Manager / Product Owner (PO), Customer Management Products is responsible for supporting technologies that deliver services and support to our Customer Management Products and Loyalty Organizations. This role will collaborate with business partners and technical teams to maintain a well-groomed and prioritized product backlog of features to include refined user stories with solid technical solutions that are ready for development. In addition, this role will support the Director in tracking and communicating the overall status of the backlog and reflect changes in business priorities. The Senior Manager / Product Owner (PO) will demonstrate management skills and leadership in a highly matrixed environment and must be comfortable working with multiple stakeholders on numerous competing priorities. This role requires moderate technical knowledge of software development processes with a proven record of creative solutioning and problem solving. CANDIDATE PROFILE Education and Experience Required: 4-year degree from an accredited university, preferably in a technology or business discipline or equivalent combination of education and experience 6 years’ experience in the business, information technology application design or development, or related professional area Experience with or knowledge of Agile/Scrum software development practices preferred 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: Graduate degree Familiarity with loyalty systems, financial systems, or hospitality industry applications Ability to manage and work with on-shore and off-shore service providers. Requires coordination skills. Experience identifying and analyzing alternative solutions to complex business requirements and providing guidance and advice Strong communication skills, including experience facilitating requirements analysis and functional design working sessions Experience completing information technology cost/resource estimates to implement and support solutions Demonstrated ability to work independently and with others Excellent analytical skills where problems are very unusual and extremely difficult Experience with business process re-engineering Demonstrated knowledge of supported discipline Strong project management skills (PMI certification a plus) Experience with Agile Development methodology and tools (CSM certification a plus). Experience with JIRA and Confluence Strong process management, negotiating, influencing, and problem resolution skills Broad technical experience across technical components including infrastructure, network, applications, data, and information security Familiarity with Marriott’s existing information architecture, application portfolio, and information management methodology Knowledge of emerging technologies, including those new to the Marriott environment as well as those that are new to the information systems industry CORE WORK ACTIVITIES Technical Product Ownership Manage a well-groomed product backlog of Loyalty 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 the correspondent product roadmaps of the appropriate MGP Pillars (e.g Loyalty, CRS, PMS, Digital etc) Work with the other cross-functional teams to incorporate all relevant Loyalty requirements into their backlogs Work with the SI team to ensure Loyalty requirements are captured accurately, refined, and incorporated in the transitional and future state solution designs Provide clear vision of the customer journey, scope documentation, use cases, workflows, and wireframes to support development Engage with the Project Managers, Enterprise Architecture and Engineering teams to refine product user stories Lead backlog refinement sessions with the business and cross-functional product and technical teams Coordinate and support UAT for changes to existing capabilities and new features along with the business partners Coordinate with QA and support teams for defect resolution Support the definition of Loyalty Re-platform product requirements and development of the product roadmap Act as the liaison between Loyalty Product Owners and other product owners, to ensure alignment in the prioritization of the backlog and roadmap items Demonstrating and Applying Discipline Knowledge Provides technical expertise and support to persons inside and outside of the organization 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 as well as sharing with others 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. California Applicants Only: The salary range for this position is $96,038.00 to $209,169.00 annually. Colorado Applicants Only: The salary range for this position is $96,038.00 to $190,154 annually. Hawaii Applicants Only: The salary range for this position is $116,205.00 to $209,169.00 annually. New York Applicants Only: The salary range for this position is $96,038.00 to $209,169.00 annually. Washington Applicants Only: The salary range for this position is $96,038.00 to $209,169.00 annually. In addition to the annual salary, the position will be eligible to receive an annual bonus. 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. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. The application deadline for this position is 49 days after the date of this posting, 3/12/2024. 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.