FLEX Director, Quality Analytics

Marriott • Bethesda, MD

4h • Hybrid

About The Position

The FLEX Director – Quality Analytics leads enterprise analysis of booking
performance during major technology transformations, monitoring pre- and post-
Central Reservation System (CRS) cutover results to identify impacts across
hotels, channels and business segments. The role drives root cause analysis of
system and user issues, ensuring defects are documented, prioritized, and
resolved in partnership with Commercial, Technology, Finance Support and Revenue
Management teams. This Director delivers clear timelines and executive level
updates to senior leadership, protecting revenue performance and accelerating
system stabilization.

Requirements

• 4-year bachelor's degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related field; OR a combination of education and experience from which comparable knowledge can be gained
• 8+ years of business management experience within hospitality, hotel operations, real estate, airlines, or similar field.
• Experience in data analytics and/or consulting roles
• Advanced proficiency in Microsoft 365 tools, including Power Point, Excel, Power BI, and Power Automate, Tableau, Structured Query Language (SQL)

Nice To Haves

• Revenue management operations experience
• Hospitality or lodging operations experience or knowledge of hotel operations across all departments
• Experience with Microsoft Copilot or similar AI-powered productivity tools to enhance reporting and analysis workflows.

Responsibilities

• Provide executive oversight of pre- and post-CRS cutover performance, establishing enterprise-level monitoring frameworks to assess commercial impact of transition from legacy systems to the new technology stack across hotels, channels and business segments.
• Own the enterprise quality analytics strategy for major technology transformations impacting booking performance, ensuring clear measurement, governance, and executive decision support across US & Canada.
• Lead strategic analysis of booking performance shifts, identifying systemic trends, risks, and revenue implications, and translating insights into actionable executive recommendations
• Establish and govern an enterprise performance measurement framework, including KPI definitions, data standards, and reporting cadence, to ensure consistent, credible insights used by Commercial, Technology, Revenue Management, Finance, and Operations leadership.
• Direct enterprise level root cause analysis efforts by prioritizing performance risks, guiding deep dive analyses, and determining which system defects, data issues, or user behaviors require escalation, remediation, or executive intervention.
• Set analytical priorities and decision agendas for senior leaders by translating complex data into executive‑ready insights, recommendations, and tradeoffs that inform investment, sequencing, and stabilization decisions.
• Lead cross-functional execution of user related issue mitigation and resolution planning by aligning Commercial, Technology, Finance Support, Revenue Management, and Business Transformation Office partners on issue ownership, remediation timelines, and success criteria; hold partners accountable to agreed outcomes.
• Serve as the primary enterprise liaison between US & Canada stakeholders and global analytics teams to ensure alignment on data governance, KPI methodology, and analytical standards across regions and platforms.
• Drive innovation in analytics capabilities by sponsoring automation, advanced visualization, and AI‑enabled reporting improving speed‑to‑insight and reducing manual reporting effort.
• Anticipate and mitigate enterprise risk by proactively identifying performance trends, systemic issues, or adoption barriers that could negatively impact booking performance, guest experience, or revenue realization.
• Establish and enforce accountability for resolution timelines, providing regular executive updates and strategic recommendations to senior Commercial and Continent leadership, clearly articulating performance implications, risks, and recommended actions.
• Ability to travel up to 30% of the time

Benefits

• 401(k) plan
• stock purchase plan
• discounts at Marriott properties
• commuter benefits
• employee assistance plan
• childcare discounts
• coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave
• Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Director