Director, Mobile Messaging and Digital Value-Added Services - Marriott International HQ (190016UK)
Company: Marriott International, Inc.
Location: Baltimore
Posted on: January 14, 2021
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Job Description:
Heres To Your Journey with Marriott International is the worlds
largest hotel company, with more brands, more hotels and more
opportunities for associates to grow and succeed. We believe a
great career is a journey of discovery and exploration. So, we ask,
where will your journey take you? The Marriott International HQ
located at 10400 Fernwood Road, Bethesda, MD 20817 is currently
hiring a Director, Mobile Messaging and Digital Value-Added
Services. Responsibilities include: Marriott International is home
to one of the worlds largest consumer retail websites in revenue
(Marriott.com, $18.7B+ in 2017), and ranks among the worlds top
mobile digital operations ($3.3B+ in 2017). Marriott International
has been ranked #18 in the list of Forbes Most Innovative
Companies, and its mobile and digital accomplishments have been
recognized by Fast Company, Wired, Fortune, the Wall Street
Journal, USA Today, and others. Marriott is looking for an
experienced Director to lead the creation and evolution of its
Mobile Messaging products across multiple platforms, as well as
lead the digital product organization in building out value added
travel services for Mobile Products. Both areas are very nascent at
Marriott and have a lot of opportunity for growth. The Director of
Mobile Messaging and Digital Value-Added Services (VAS) will define
and execute the overall strategy and experience for the prevalent
messaging channels (SMS/RCS, iMessage, Facebook messenger, Twitter,
WeChat etc.) in addition, work with our consumer strategy team to
help bring to life value added services in the mobile channels;
services like on-demand dinning, table booking, ride share,
experiences and various other services with our travel partners. As
the owner of Mobile Messaging, the Director will need to work with
Hotel operations and customer service to automate chat responses
over the various messaging platforms as well as enable direct
communication with the guest. The automation will require
development of artificial intelligence and collaboration with
personalization data. Communication will need to be multi-lingual.
This individual will decide to build or buy the supporting services
to implement our messaging strategy across the multiple messaging
platforms and will continue to manage the development of features
throughout the life of the service. They will monitor performance
which will guide their roadmap planning. The Marriott mantra is to
serve the customer where they are; the mobile messaging roadmap
will consist of serving guests FAQs about our programs, specifics
about hotels, information about their account and whatever new
engagements consumers may demand. We are interested in a roadmap
with deep interoperability with Mobile Web and Mobile App. As the
Mobile partner of Digital Value-Added Service, the Director will
work closely with the Customer Experience team and broader Digital
team on features and implementation strategy for Mobile channels
(Web, App and Messaging). They will provide guidance on what is
feasible and possible. They will be responsible to detail the
features and bring them to the respective Agile development teams
for grooming and implementation. The director will work with other
product managers to have the feature implemented to their
specifications. This position will work closely with others in the
Digital organization, iT organization, Marketing, Brand, Global
Operations, and Continent leadership to vet the strategy, define
the right guest experience and deliver and manage the overall
mobile messaging experience. This position reports to the Vice
President, Mobile Guest Experience & Member Services, and is global
in scope. CANDIDATE PROFILE 8-12+ years online/mobile experience;
must have direct experience/fluency with mobile / digital products
and strategies 7+ years product management experience; significant
portion of that experience with mobile operating systems, messaging
platforms/services. Experience creating and curating content at
large scales under strict governance models. Experience estimating
and managing multi-million dollar budgets Entrepreneurial, startup
attitude, willing to take initiative and calculated risks Strong
analytical, organizational and problem-solving skills with ability
to interpret and translate data into key learnings Experience in
demonstrating leadership/influence and collaboration in a
matrix-managed environment, and across multiple and diverse groups
Strong track record of in developing new strategies, defining
implementation plans, and gaining buy-in for execution Experienced
in product innovation, product management, and/or new product
execution in the digital and/or mobile space Ideal candidate will
have experience in customer service, travel and tourism or a retail
environment Ideal candidate will have a technical background, in
product development / engineering CORE WORK ACTIVITIES Define and
refine the overall mobile app experience Create integrated mobile
messaging product vision that integrates features and functions
from discovery, booking through stay Deliver on key value added
features in the mobile channels Develops and drives a multi-year
roadmap for the Mobile Messaging in direct partnership with iT and
the rest of Digital organization Continuously scan key developments
in the mobile space and adjust our mobile messaging strategy
accordingly Develops business cases when needed Identifies the
necessary funding and secure support and funding from across the
company Lead the Mobile Messaging product and Value -Added Services
for mobile and collaborate closely with Software Development, IT,
Hotel Global Operations and other stakeholders on creating a
unified and seamless mobile experience: Lead vision and discovery
phases for the product Works actively across the company
(Operations, Digital, IT, Marketing, Brand, etc.) to: Develop and
orchestrate executions of the 3 year Mobile Messaging roadmap Work
closely with other partners to develop and execute a Value-Added
Service Mobile roadmap Develop new Mobile Messaging innovations for
Marriott guests across Brands and Regions Drives business execution
and performance of new streams of the Mobile Messaging program and
Value Added Services (e.g., defining new experiences, digitizing
existing customer facing processes), including: Drives timely
execution of the product roadmap and delivery of key features on
schedule and on budget Leads team(s) that develop the product
vision, user experience, and be the business owner for product Test
and validate that the Mobile Messaging experience meets or exceeds
guest expectations related to perceptions of the competition Work
with other product leaders and other cross-enterprise leadership
(Global Operations, Brand, Information Resources, Marketing,
Customer Care, etc.) to: Develop and deliver compelling VAS and
Mobile Messaging service experiences across multiple guest
interfaces and customer touch points Ensure that relevant
new/emerging Mobile Messaging-enabling technologies are
appropriately identified, vetted, and planned in coordination with
the software development organization Measure and analyze the
in-market performance of Mobile Messaging and VAS products,
programs, and initiatives, and modify the strategy and future
courses of action to deliver success Has the opportunity to build
and lead a team of product managers in executing against the road
map (responsible for staffing and resourcing to deliver on the
mission) Continually re-evaluates staffing plans against program
growth while considering scalability impacts. Anticipates staffing
requirements by comparing business needs with strengths and
weaknesses of existing team. Supports department-wide efforts to
improve Marriott Digital culture and work environment as reflected
in Engagement Survey results 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 employee 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
change by maintaining composure and performance level under
pressure or when experiencing challenges. 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 a
Successful Team - Uses an effective interpersonal 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 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. Building Relationships Customer Relationships -
Develops and sustains relationships based on an understanding of
customer/stakeholder needs and actions consistent with the companys
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 corporate to ensure needed resources are received
and corporate strategies are understood and executed. Generating
Talent and Organizational Capability Developing Others - Supports
the development of others skills and capabilities so that they can
fulfill current or future job/role responsibilities more
effectively. 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. Learning and
Applying Professional Expertise Continuous Learning - Actively
identifies new areas for learning; regularly creates and takes
advantage of learning opportunities; uses newly gained knowledge
and skill on the job and learns through their application.
Technical Acumen Expertly understands and utilizes professional
skills and knowledge in a specific functional area to conduct and
manage everyday business operations, generate innovative solutions
to approach function-specific work challenges, and function as a
thought leader in his or her area of expertise. eCommerce, Mobile
Applications, Information Technology, Product and Project
Management. Business Acumen - Understands and utilizes business
information to manage everyday operations and generate innovative
solutions to approach business and administrative 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. To apply now, go to:
https://jobs.marriott.com/marriott/jobs/190016UK?%3Flang=en-us
Marriott International is consistently recognized as an employer of
choice globally by FORTUNE magazine, DiversityInc and Great Places
to Work Institute, among others. Visit www.marriott.com/careers to
learn more about our workplace culture and career opportunities.
Chat, engage and follow us on social media.
https://www.facebook.com/marriottjobsandcareers
http://www.twitter.com/marriottcareers
http://www.linkedin.com/company/marriott-international
http://www.instagram.com/marriottcareers @lifeatmarriott on
Snapchat So, we ask, where will your journey take you? Marriott
International is an equal opportunity employer committed to hiring
a diverse workforce and sustaining an inclusive culture. Marriott
International does not discriminate on the basis of disability,
veteran status or any other basis protected under federal, state or
local laws.
Keywords: Marriott International, Inc., Baltimore , Director, Mobile Messaging and Digital Value-Added Services - Marriott International HQ (190016UK), Executive , Baltimore, Maryland
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