Senior Director, CEC Workforce Management

Marriott•Bethesda, MD

12h•Hybrid

About The Position

The Senior Director, Workforce Management, is a leader within the Customer Engagement Centers (CECs), responsible for end‑to‑end workforce optimization, performance management, and operational enablement across a global, multi‑site, multi‑channel contact center environment. The role sets enterprise strategy while ensuring strong execution through disciplined workforce planning, operational rigor, and data‑driven/ UX decision‑making. The Senior Director oversees a global team of workforce management and performance capabilities, ensuring the organization can accurately forecast demand, deploy talent effectively, manage intraday performance, and scale operations while maintaining service excellence and cost efficiency. This role partners closely with CEC Operations, HR, Finance, Global Technology, and other enterprise stakeholders to translate business priorities into actionable operating plans. Success in this role requires deep call center operations expertise, strong executive presence, and the ability to lead complex initiatives through influence, structured program management, and the development of high‑performing teams.

Requirements

Bachelor’s degree Business, Operations, Analytics, or related field; or equivalent experience
10+ years of relevant professional experience in hospitality, call center operations, or related function, demonstrating progressive career growth and pattern of exceptional performance.

Nice To Haves

MBA/ Graduate degree
Strong understanding of forecasting, scheduling, intraday management, service level management, and labor optimization
Demonstrated success leading global or enterprise‑level functions in complex, matrixed organizations from ideation to execution with consideration for business, policy, and user experience impact along the way
Deep operations experience; with a significant portion in large‑scale contact center, hospitality, or customer operations
Experience leading multi‑channel, multi‑language, global operations
Expertise in using data and insights to inform business decisions to quickly drive successful outcomes and adeptly pivot to make tradeoffs
Ability to effectively operate at both strategic and execution levels
Strong executive presence
Advanced ability to advise senior leaders and clearly articulate insights, risks, and recommendations
Ability to communicate effectively to a variety of audiences from non-management associates to senior executives
Strong leadership skills to coach associates and build capability across the organization

Responsibilities

Establishes and leads the global workforce optimization and performance management strategy for CECs
Ensures accurate forecasting, scheduling, and real‑time operational management aligned to business demand
Oversees staffing models, capacity planning, and utilization to balance service quality, cost, and scalability
Translates operational data into actionable insights for leadership decision‑making
Identifies trends, risks, and opportunities impacting service levels, customer experience, and associate performance
Ensures consistent, disciplined operating rhythms across regions and sites
Partners with CEC Operations, HR, Finance, Technology, and other enterprise teams to align workforce strategy with business priorities
Supports enterprise initiatives, change efforts, and new capabilities impacting contact center operations
Leads and develops senior managers and functional leaders across workforce and performance disciplines
Establishes clear accountability, governance, and performance expectations
Builds bench strength and future leaders through coaching, feedback, and development planning
Drives standardization where appropriate while allowing flexibility for regional needs
Champions continuous improvement, innovation, and operational maturity across the CEC network
Ensures the organization is positioned to scale efficiently as business needs evolve