FLEX Director, Implementation, Business Transformation Office, U.S. + CAN

Marriott International•Bethesda, MD

47d•Hybrid

About The Position

The Director, Implementation (U.S. + CAN) is a key member of the Business Transformation Office (BTO) reporting directly to the Senior Director, Deployment, Business Transformation Office, U.S. and Canada. The primary focus of the BTO over the next few years is designing and delivering the Digital and Technical Transformation (DTT) a multi-year effort to transform Marriott's technology and business process ecosystem, enabling Marriott to deliver on our vision to become the world's favorite travel company. The BTO was established to enable and accelerate these changes through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. The Director, Implementation (U.S. + CAN) is responsible for designing, implementing, and executing DTT property deployment plans for U.S. and Canada hotels. This role will contribute to deployment expertise capabilities, designing, implementing, and executing deployment for the U.S. and Canada hotel portfolio for the Digital and Tech Transformation. The Director, Implementation will also be responsible for leading a team of Implementation Managers (3rd Party), the primary points of contact for hotels, once the deployment begins. Each Implementation Manager will be responsible for guiding a dedicated portfolio of ~15 hotels from the prepare and readiness stages ~4-6 months before the cutover date) through stabilization (~2 months post cutover date). This Director, Implementation will also serve as an escalation point for complex property issues and for liaising with above-property management, both internal and external. This position will partner closely with the Change Management, Learning, and Associate Experience teams, Global Technology partners, the command center, and external partner organizations. Key skills required include team leadership, program management, ability to collaborate with management, effective communication and support skills, and creative issue resolution. Prior experience with the Digital and Tech Transformation program is preferred.

Requirements

Bachelor's Degree or equivalent experience in hotel operations and/or program management required.
8+ years learnign large teams preferred
2+ years of solid program/project management experience supporting hotel reservations, sales, revenue management and/or room operations disciplines.
Expertise and proven record of accomplishment in managing complex, multifunctional initiatives.
Experience in providing direction and performing responsibilities via influence ability.
Proven success in introducing major change to complex organizations.
Exceptional project/program management competence and skills.
Ability to distribute, assign and ensure completion of work throughout various teams with and without direct management authority.
Ability to persuade and influence others, including those at senior organizational levels.
Ability to develop and enforce program governance.
Monitor results on an ongoing basis against pre-determined metrics.
Communicate results, issues, and accomplishments clearly and effectively to Program Leaders.
Confirm that all efforts have the required transparency and sponsorship to proceed.
Strong analytical skills for planning, estimating, budgeting, and monitoring program/project work.
Ability to enlist and motivate individuals and secure resources without direct authority.
Ability to form and foster high performing teams.
Strong written and verbal communication and presentation skills with the ability to adjust according to audience including executive level.
Experience using MS Office Suite, Smartsheet, Salesforce and other CRM products.

Nice To Haves

Prior experience with the Digital and Technology Transformation, strongly preferred.

Responsibilities

Work with the Senior Director, Deployment, U.S. + CAN to:
Strategic Planning:
Contribute to the development of deployment plans; supporting the creation and execution of the deployment implementation strategy and approach; working closely with the Sr. Director and external service provider to memorialize and refine leading up to implementation.
Contribute to the onboarding, training, and standard business processes for Implementation Directors and Managers in partnership with service provider.
Support the deployment team to define and refine property preparation, readiness, and cutover task lists and to identify tasks that will benefit from or are likely to require IM support.
Support the deployment team with sequencing and scheduling community waves of hotels for deployment.
Leadership & Management:
Provide strong leadership to a dedicated team of Implementation Managers (IMs) and guide them in effectively supporting hotels through the transformation process.
Foster a collaborative and high-performance team culture.
Oversee and manage the end-to-end deployment support of a team of 5 to 10 IMs (~75 to 150 hotels).
Develop and maintain detailed implementation manager support schedules, ensuring timely execution.
Establish clear communication channels with internal teams, external partners, and hotel management and ensure transparent and effective communication throughout the deployment lifecycle.
Collaborate with the Change Management and Learning teams to integrate change initiatives and training seamlessly into implementation manager onboarding, training, and business processes and ensure change and learning plan adjustments are successfully pulled through during deployment.
Stakeholder Collaboration:
Collaborate with above-property teams to understand and address complex property issues.
Serve as a liaison between hotels and various teams within the organization.
Collaborate with regional teams to tailor implementation support to local needs.
Work closely with the command center to monitor and respond to real-time deployment challenges.
Collaborate on decision-making and adjustments to deployment plans as needed.
Engage with external partners to ensure alignment and execution of deployment goals and objectives.
Foster positive relationships and effective collaboration with vendors and service providers.
Build reporting and weekly/status updates as needed to support effective communication and deployment results.
Issue Resolution:
Creatively and proactively resolve issues that may arise during deployment, acting as an escalation point for complex property issues.
Serve as a primary escalation point for issues requiring above property leadership attention.
Oversee Implementation Manager hotel portfolios; monitoring progress, identifying trends, proactively mitigating issues and escalating against delinquent, non-performing, or otherwise at-risk properties, as needed.
Guide team through the implementation and usage of enterprise-wide on-property program deployment scorecard; including ensuing timely and accurate inputs into deployment measurement and reporting tools.
Training and Team Development:
Design, test, and refine the implementation manager onboarding process in partnership with the service provider.
Provide initial training and ongoing development opportunities for Implementation Managers.
Foster a learning environment and encourage continuous improvement within the team.