FLEX Senior Product Owner

Marriott•Bethesda, MD

3d•Hybrid

About The Position

The Empower Guest Services Product Owner owns the strategy, roadmap, and delivery of capabilities that power guest-facing and associate-facing service experiences—spanning Salesforce, call center operations/technology, and loyalty. This role is accountable for translating business outcomes into product increments, prioritizing backlogs, and leading cross-functional delivery to modernize and scale guest services workflows. A key emphasis of this position is proven experience leading large-scale, enterprise implementations that integrate Salesforce (Service Cloud and related ecosystems) with contact center platforms, telephony/CTI, knowledge, and loyalty programs, while ensuring operational readiness and measurable improvements to guest satisfaction and agent productivity.

Requirements

8+ years in product ownership/product management, business systems leadership, or digital transformation roles supporting service operations.
Demonstrated experience leading a large-scale Salesforce program (Service Cloud strongly preferred) that included: Multiple workstreams and enterprise integrations Phased rollouts across teams/sites Organizational change management and operational readiness
Strong call center/contact center domain experience, including agent workflows, case management, routing, telephony/CTI integration, and service performance metrics.
Loyalty program experience (hospitality, travel, retail, financial services, or similar), including member identity, tiering, benefits, and service recovery scenarios.
Proven ability to translate complex business needs into epics, features, user stories, and prioritized backlogs with clear acceptance criteria.
Experience partnering with engineering, architecture, and operations to deliver resilient, scalable solutions.
Excellent stakeholder management and communication skills; comfortable influencing senior leaders and facilitating decision-making.

Nice To Haves

Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant, Platform App Builder, or related).
Experience with contact center platforms (e.g., Genesys, Amazon Connect, NICE, Five9, Avaya) and/or workforce/quality tools.
Knowledge management and self-service experience (customer portals, chatbots, deflection strategies).
Data/analytics experience: KPI design, dashboards, interaction analytics, and voice-of-customer insights.
Experience in hospitality/travel guest operations, including service recovery and high-volume seasonal patterns.

Responsibilities

Define and communicate the product vision for Guest Services Enablement (Empower) aligned to guest experience, service performance, and loyalty growth objectives.
Create and maintain a multi-quarter roadmap that balances platform modernization, new capability delivery, technical debt, and operational excellence.
Establish success metrics (e.g., CSAT/NPS, First Contact Resolution, AHT, agent adoption, deflection, loyalty enrollment/retention uplift) and ensure product decisions are outcomes-driven.
Lead large-scale, multi-workstream initiatives integrating Salesforce, call center/contact center technology, and loyalty systems—from discovery through rollout and hypercare.
Drive end-to-end delivery across distributed teams (engineering, CRM admin/dev, architecture, QA, security, data, operations, training, and vendors).
Coordinate dependencies across enterprise systems (identity, customer profile, case management, reservations/property systems if applicable, data/analytics, marketing, and loyalty).
Own release planning and sequencing, including phased rollouts, cutover strategies, and risk mitigation for business continuity.
Own Salesforce-centric capabilities including case intake, routing, agent workspace/console design, omni-channel workflows, macros, automation, knowledge, and reporting.
Partner with architects to ensure scalable patterns: integrations, data model alignment, security/role design, and environment strategy.
Ensure Salesforce enhancements support contact center needs: agent efficiency, guided workflows, quality management, and consistent guest data.
Define requirements and user stories for omnichannel service (voice, chat, email, messaging, social) and agent tools.
Collaborate with contact center leaders on workforce implications, call flows/IVR, routing, escalation processes, and quality/QA feedback loops.
Ensure effective integration with CTI/telephony, screen pops, interaction logging, and end-to-end reporting.
Ensure guest services workflows incorporate loyalty recognition, tier benefits, point redemption/adjustments, member identity resolution, and service recovery.
Partner with loyalty stakeholders to support member lifecycle journeys and consistent policy enforcement while improving guest personalization.
Serve as the primary product interface for Guest Services leadership, loyalty teams, CRM/IT, and operations.
Lead UAT strategy, user readiness, training requirements, and communications to ensure adoption across call center sites and teams.
Create artifacts that enable alignment: product briefs, business cases, OKRs, release notes, and process maps.
Ensure solutions meet privacy and security requirements (e.g., PCI/PII considerations), auditability, and operational controls.
Define acceptance criteria, quality gates, and ensure telemetry/monitoring is built into releases.

Benefits

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
Full-time positions also 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, 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.

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