This is a temporary position. Hybrid – 1-3 days in office.

JOB SUMMARY

The Director, Implementation (U.S. + CAN) is a key member of the Business Transformation Office (BTO) reporting directly to the Senior Director, Deployment, Business Transformation Office, U.S. and Canada. The primary focus of the BTO over the next few years is designing and delivering the Digital and Technical Transformation (DTT) a multi-year effort to transform Marriott’s technology and business process ecosystem, enabling Marriott to deliver on our vision to become the world’s favorite travel company. The BTO was established to enable and accelerate these changes through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. 

The Director, Implementation (U.S. + CAN) is responsible for designing, implementing, and executing DTT property deployment plans for U.S. and Canada hotels. This role will contribute to deployment expertise capabilities, designing, implementing, and executing deployment for the U.S. and Canada hotel portfolio for the Digital and Tech Transformation. The Director, Implementation will also be responsible for leading a team of Implementation Managers (3^rd Party), the primary points of contact for hotels, once the deployment begins. Each Implementation Manager will be responsible for guiding a dedicated portfolio of ~15 hotels from the prepare and readiness stages ~4-6 months before the cutover date) through stabilization (~2 months post cutover date). This Director, Implementation will also serve as an escalation point for complex property issues and for liaising with above-property management, both internal and external. This position will partner closely with the Change Management, Learning, and Associate Experience teams, Global Technology partners, the command center, and external partner organizations. Key skills required include team leadership, program management, ability to collaborate with management, effective communication and support skills, and creative issue resolution. 

Prior experience with the Digital and Tech Transformation program is preferred.

Key responsibilities include:

Work with the Senior Director, Deployment, U.S. + CAN to:

Strategic Planning: 

• Contribute to the development of deployment plans; supporting the creation and execution of the deployment implementation strategy and approach; working closely with the Sr. Director and external service provider to memorialize and refine leading up to implementation. 
• Contribute to the onboarding, training, and standard business processes for Implementation Directors and Managers in partnership with service provider. 
• Support the deployment team to define and refine property preparation, readiness, and cutover task lists and to identify tasks that will benefit from or are likely to require IM support.  
• Support the deployment team with sequencing and scheduling community waves of hotels for deployment.

Leadership & Management: 

• Provide strong leadership to a dedicated team of Implementation Managers (IMs) and guide them in effectively supporting hotels through the transformation process. 
• Foster a collaborative and high-performance team culture. 
• Oversee and manage the end-to-end deployment support of a team of 5 to 10 IMs (~75 to 150 hotels). 
• Develop and maintain detailed implementation manager support schedules, ensuring timely execution. 
• Establish clear communication channels with internal teams, external partners, and hotel management and ensure transparent and effective communication throughout the deployment lifecycle. 
• Collaborate with the Change Management and Learning teams to integrate change initiatives and training seamlessly into implementation manager onboarding, training, and business processes and ensure change and learning plan adjustments are successfully pulled through during deployment.  

Stakeholder Collaboration: 

• Collaborate with above-property teams to understand and address complex property issues. 
• Serve as a liaison between hotels and various teams within the organization. 
• Collaborate with regional teams to tailor implementation support to local needs. 
• Work closely with the command center to monitor and respond to real-time deployment challenges. 
• Collaborate on decision-making and adjustments to deployment plans as needed. 
• Engage with external partners to ensure alignment and execution of deployment goals and objectives. 
• Foster positive relationships and effective collaboration with vendors and service providers. 
• Build reporting and weekly/status updates as needed to support effective communication and deployment results. 

Issue Resolution: 

• Creatively and proactively resolve issues that may arise during deployment, acting as an escalation point for complex property issues. 
• Serve as a primary escalation point for issues requiring above property leadership attention. 
• Oversee Implementation Manager hotel portfolios; monitoring progress, identifying trends, proactively mitigating issues and escalating against delinquent, non-performing, or otherwise at-risk properties, as needed. 
• Guide team through the implementation and usage of enterprise-wide on-property program deployment scorecard; including ensuing timely and accurate inputs into deployment measurement and reporting tools. 

Training and Team Development: 

• Design, test, and refine the implementation manager onboarding process in partnership with the service provider.
• Provide initial training and ongoing development opportunities for Implementation Managers. 
• Foster a learning environment and encourage continuous improvement within the team. 

Candidate Profile

EDUCATION AND EXPERIENCE

• Bachelor’s Degree or equivalent experience in hotel operations and/or program management required.  
• 8+ years learnign large teams preferred
• 2+ years of solid program/project management experience supporting hotel reservations, sales, revenue management and/or room operations disciplines.  
• Prior experience with the Digital and Technology Transformation, strongly preferred.
• Expertise and proven record of accomplishment in managing complex, multifunctional initiatives.  
• Experience in providing direction and performing responsibilities via influence ability. 
• Proven success in introducing major change to complex organizations. 
• Exceptional project/program management competence and skills. 
• Ability to distribute, assign and ensure completion of work throughout various teams with and without direct management authority. 
• Ability to persuade and influence others, including those at senior organizational levels. 
• Ability to develop and enforce program governance. 
• Monitor results on an ongoing basis against pre-determined metrics. 
• Communicate results, issues, and accomplishments clearly and effectively to Program Leaders.  
• Confirm that all efforts have the required transparency and sponsorship to proceed. 
• Strong analytical skills for planning, estimating, budgeting, and monitoring program/project work. 
• Ability to enlist and motivate individuals and secure resources without direct authority. 
• Ability to form and foster high performing teams. 
• Strong written and verbal communication and presentation skills with the ability to adjust according to audience including executive level. 
• Experience using MS Office Suite, Smartsheet, Salesforce and other CRM products.  

MANAGEMENT COMPETENCIES 

Leadership 

• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. 
• Leading Through Vision and Values - Keeps the organization's vision and values at the forefront of employee decision making and action. 
• Managing Change - Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace; serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges. 
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action. 
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 
• Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes. 

Managing Execution 

• Building a Successful Team - Uses an effective interpersonal style to build a cohesive team; inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization. 
• Strategy Execution – Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes. 
• Driving for Results - Sets high standards of performance for self-and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self-and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. 

Building Relationships 

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards. 
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. 
• Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued, appreciated, and included; explores partnership opportunities with other people in and outside the organization; influences and leverages corporate and continental shared services and/or discipline leaders (e.g., HR, Sales & Marketing, Finance, Revenue Management) to achieve objectives; maintains effective external relations with government, business and industry in respective countries; performs effectively as a liaison between locations, disciplines, and corporate to ensure needed resources are received and corporate strategies are understood and executed. 

Generating Talent and Organizational Capability 

• Developing Others - Supports the development of other’s skills and capabilities so that they can fulfill current or future job/role responsibilities more effectively. 
• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit. 

Learning and Applying Professional Expertise 

• Continuous Learning - Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application. 
• Technical Acumen – Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations, generate innovative solutions to approach function-specific work challenges, and function as a thought leader in his or her area of expertise. 
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges. 
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). 
• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues. 
• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences. 
• Reading Comprehension - Understands written sentences and paragraphs in work related documents. 
• Writing - Communicates effectively in writing as appropriate for the needs of the audience. 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.