Intelligence Product Manager

Marriott • Bethesda, MD

10h • Hybrid

About The Position

The Intelligence Product Manager supports Customer Engagement Center Operations by helping launch, and assess operational pilots, frontline tools. They work closely with operations teams to guide pilot setup, track results, and explain the impact of changes. The role also includes creating clear, executive-ready “decision kits” that turn data and findings into practical recommendations. They will implement tactical data and machine learning pipelines to support strategic dashboarding and reports as needed for implementation.

Key focus areas include:
• Rapid, Execution-Focused Insights: Support operational intelligence that is scenario-driven and supports tactical decision-making, including ML/NLP pilot initiatives.
• Forecasting & Predictive Models: Support the development of short-term/tactical forecasts and rapid-turn predictive models to support daily execution.
• Operational & Strategic Insights: Surface tactical insights tied to daily operations and provide context on operational realities when consulted for strategic decisions.
• BI Development: Maintain tactical dashboards and reports for CEC Operations teams, enabling data-driven action planning.
• Data Governance & Engineering: Adhere to enterprise data standards, support contextual operational metrics, and consume curated data through tactical pipelines.
• ML/NLP Experimentation: Support experimentation and proof-of-concept projects for execution use cases, leveraging enterprise-approved technology stacks for agility.
• Execution & Action Planning: Embed insights into operational action plans, ensuring measurable impacts in near real time.

Requirements

• 4-year degree from an accredited university in Computer Science, Information Systems, or related major
• 4+ years of relevant professional experience in call center operations or a similar function, demonstrating progressive career growth and pattern of exceptional performance.

Nice To Haves

• Advanced SQL Query Skills (MS SQL, SOQL, Snowflake SQL).
• Expert Experience in ETL development Tools (SQL Server Integration Services, Airflow, etc.)
• Advanced knowledge in Database Management, relational database and noSQL structures and research methods.
• Experience with object-oriented programming (Python, Visual Basic, C#, etc)
• Experience with command scripting (Powershell, Bash, etc).
• Experience with BI platforms (PowerBI, Alteryx, Tableau
• Experience with cloud and on-premise solutions including AWS, Azure.
• Ability to identify appropriate analytical approaches depending on business needs.

Responsibilities

• Automate and develop data extraction and import processes. Automates ETLs, API calls, data validation, and python scripts
• Ability to work in Cloud environment
• Oversees and maintains data policies, standards, design, and final products implementation
• Data auditing, documentation, and definitions management
• Acts as a liaison between Operational Intelligence and Execution and other groups
• Adheres to security and platform policies
• Collaborates with Global Technology partners on data platforms and application servers
• Build statistical models, predictive forecasts, and natural language processing (NLP) models.
• Develops, trains, and maintains statistical, analytic, and machine learning models
• Performs testing, metric calibration, and component analysis
• Investigates relationships and correlations between data sets
• Presenting findings and prescriptions
• Design various processes for project success as needed. Relational data architecture design, schema design, and data workflow automation design.
• Organize, coordinate and conduct system integration testing.

Benefits

• All positions offer a 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, paid parental leave and educational assistance.
• Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

What This Job Offers

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