FLEX Senior Digital Analyst, MDS Case Management

Marriott•Bethesda, MD

9d•$30 - $38•Hybrid

About The Position

At Marriott International, the MDS Case Management Team is our centralized operational team within Marriott Digital Services (MDS) responsible for intaking, managing, and executing client requests (“Cases”) tied to MDS programs and digital products. The team serves as the single front door for support and service delivery, ensuring consistent workflows, service levels, and client communication across MDS offerings. The MDS Case Management team partners with a global vendor network to achieve 24/7 coverage. The FLEX Senior Digital Analyst, MDS Case Management, is responsible for the oversight of vendors working within a designated business area (i.e. Photography Cases). Vendor management responsibilities include maintaining shared technical documentation, conducting training sessions as needed, quality assurance checks on Cases completed, monitoring volumes and turnaround times, etc. Additionally, the FLEX Senior Digital Analyst, MDS Case Management, is responsible for completing a predetermined percentage of Cases within a designated business area (i.e. 10% of all Photography Cases). This best practice guarantees subject matter expertise remains in-house with MDS and keeps the Senior Digital Analyst apprised of any and all platform updates, new fields, unforeseen bugs, etc. The FLEX Senior Digital Analyst, MDS Case Management will be expected to work cross-functionality with other MDS Operations team members to ensure successful execution of Cases. The Senior Digital Analyst will also be expected to work with MDS Client Services and Customer Success teams that interface directly with enrolled hotels to meet quality expectations and intake client feedback. Marriott Digital Services provides hotels with a variety of digital and marketing services, and functions as an agency-like model within the Commercial Performance organization, with close ties to the Global Digital organization.

Requirements

Bachelor's degree in Marketing, Communications, Advertising, Business, Hospitality, or related field; or equivalent relevant experience
1-2+ years of experience in digital marketing, operations, customer support, project coordination, content management, or related field
Experience managing multiple priorities in a fast-paced environment
Experience using business systems, workflow tools, ticketing platforms, or content management systems
Ability to analyze information and identify operational issues or opportunities for improvement
Strong written and verbal communication skills with the ability to work across internal teams and external partners
Ability to document processes and follow established workflows

Nice To Haves

Experience working with content management systems
Experience supporting Online Travel Agencies (OTAs)
Experience supporting hospitality, travel, or digital services organizations
Experience creating training materials, job aids, or process documentation

Responsibilities

Oversight of vendors working within a designated business area (i.e. Photography Cases).
Maintaining shared technical documentation.
Conducting training sessions as needed.
Quality assurance checks on Cases completed.
Monitoring volumes and turnaround times.
Completing a predetermined percentage of Cases within a designated business area (e.g., 10% of all Photography Cases).
Working cross-functionality with other MDS Operations team members to ensure successful execution of Cases.
Working with MDS Client Services and Customer Success teams that interface directly with enrolled hotels to meet quality expectations and intake client feedback.
Remains flexible to evolving priorities, system updates and a fast-paced environment.
Meets challenges with a solution-focused mindset.
Maintains up-to-date technical documentation.
Conducts frequent training sessions to ensure alignment across Case Management and supporting vendors.
Analyzes reports and dashboards to determine how Case execution is performing against expected turnaround times.
Suggests process improvements to increase client satisfaction.
Suggests improvements that will increase speed to market and efficiencies in workflow.
Provides insights on existing tools and new platforms from an operational perspective.
Resolves client concerns by clarifying the route of the issue, clearly explaining the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
Contributes to client-facing educational materials (Knowledge Articles).
Drafts and maintains client-facing email templates with input from Client Services to safeguard clear communication.
Assists clients (hotels) as they navigate the MDS Client Community request forms, as needed.
Resolves customer friction points by suggesting ways to increase efficiencies and streamline client-facing processes.
Collaborates and shares knowledge with the MDS SEO department on local SEO channels (Tripadvisor, Google, RioSEO).
Collaborates and shares knowledge with the MDS Content department on Online Travel Agencies (Bookingcom, Expedia).
Collaborates and shares knowledge with the MDS Content department on the Marriottcom Hotel Website.
Collaborates and shares knowledge with the MDS Products department on MDS-owned products (Outlet Sites, Calendars).
Maintains a strong working relationship with MDS Client Services by assisting with their questions in a timely manner.
Partners with enterprise Digital teams to ensure alignment across corporate teams processing similar requests.
Acts as main point of contact for assigned vendor partners.
Connects regularly with assigned vendor(s) through status calls, workflow alignments, quality assurance checks.
Holds vendors accountable; Provides actionable recommendations for improvement.
Manages participation across Case types in order to meet quality, workflow standards, and SLA expectations.
Onboards and manages new vendors and agencies to bring additional scale and capabilities to MDS.
Continual education and self-growth through reading industry blogs, white papers, cases studies, research briefs, etc.
Attends relevant industry conferences, training and seminars.
Performs other reasonable duties, such as special projects, as assigned by manager and MDS Leadership Team.
Presents ideas, expectations and information in a concise, organized manner.
Uses problem solving methodology for decision making and follow up.
Maintains positive working relations with peers, department managers, and external teams.
Manages time effectively and conducts activities in an organized manner.
Informs, updates, and provides information to supervisors, co-workers, and subordinates in a timely manner.
Manages and implements work and projects as assigned.
Generates and provides accurate and timely results in the form of reports, presentations, etc.
Analyzes information and evaluates results to choose the best solution and solve problems.
Provides timely, accurate, and detailed status reports as requested.