Director, Head of Operations, Riott Media, GC

Job Summary

Marriott’s Riott Media is our global, data-driven media network that empowers brands to meaningfully engage travelers across Marriott’s digital and on-property ecosystem. 
The Director of Operations, GC Riott Media will lead the operational backbone of the media business, owning the full campaign lifecycle post-sale—including inventory allocation, pricing coordination, trafficking, creative management, quality assurance, performance monitoring, and client-facing reporting. This role requires a seasoned operations leader with deep experience in multi-channels media execution, strong process discipline, and the ability to build and manage high-performing teams in a fast-evolving environment.
Reporting to the VP, Head of Riott Media, GC, this position will serve as the central orchestrator between Sales, Product, Technology, Finance, and Property Operations to deliver seamless, scalable, and brand-safe advertiser experiences.
Key Responsibilities

End-to-End Campaign Execution
•    Own and optimize the full operational workflow from sales handoff to campaign completion and post-buy reporting.
•    Ensure timely and accurate campaign setup, trafficking, targeting validation, and go-live across all Riott Media inventory.
•    Implement rigorous quality assurance protocols to guarantee creative compliance, brand safety, and technical accuracy.

Pricing Coordination & Yield Integrity
•    Partner with Sales and the VP to operationalize pricing strategies, ensuring all deals align with approved rate cards, discount thresholds, and packaging rules.
•    Maintain and govern the centralized pricing playbook, including standard packages, custom deal templates, and dynamic pricing guardrails.
•    Flag deviations or exceptions for VP/Finance review and ensure proper documentation and approval trails.
•    Analyze historical pricing and delivery data to inform future pricing recommendations and inventory bundling strategies that maximize yield without compromising fill rates.

Inventory & Capacity Management
•    Work closely with internal teams to understand real-time inventory availability, forecasting models, and technical constraints.
•    Coordinate with Sales to align campaign delivery commitments with actual capacity, minimizing under-delivery or overbooking.
•    Support forward-looking inventory planning to enable proactive sales outreach and strategic packaging.

Performance Monitoring & Reporting
•    Lead the design and delivery of standardized, client-ready performance reports, including impressions, engagement metrics, audience insights, and ROI benchmarks.
•    Collaborate with Analytics to enhance measurement capabilities (e.g., viewability, attribution) where feasible.
•    Serve as the primary operational point of contact for post-campaign inquiries, reconciliation, and billing support.

Process Design & Scalability
•    Establish scalable operating procedures, SLAs, and KPIs for all operational functions (e.g., turnaround time, error rate, pricing compliance, client satisfaction).
•    Drive automation and tooling improvements (e.g., ad servers, pricing dashboards, workflow systems) to reduce manual effort and increase efficiency.
•    Document all processes for audit readiness, training, and knowledge continuity.

Cross-Functional Leadership
•    Act as the operational liaison between Sales, Finance, Product, Tech, Legal, and Property teams to resolve dependencies and remove bottlenecks.
•    Represent operational and pricing realities in strategic planning discussions to ensure feasibility of new product or sales initiatives.
•    Manage relationships with third-party vendors (e.g., ad tech platforms, verification partners) as needed.

Team Leadership
•    Build, mentor, and lead a multidisciplinary operations team (e.g., Campaign Managers, Traffickers, QA Analysts, Pricing Coordinators, Reporting Specialists).
•    Foster a culture of precision, accountability, commercial awareness, and continuous improvement.

Candidate Profile
Education and Experience 
•    Bachelor's degree in Marketing, Advertising, Business Administration, or related field. 
•    Minimum of 10 years in advertising, marketing, or related field, with at least 5 years in a leadership role. Tourist industry related experience is preferred.

Skills and Competencies
•    Proven track record managing high-volume, multi-channel digital campaigns at scale.
•    Hands-on experience with ad serving, DMPs/CDPs, and reporting/analytics tools.
•    Familiarity with data privacy regulations (e.g., PIPL, GDPR) as they apply to media activation.
•    Experience in hospitality, travel, retail, or CPG media is highly advantageous.
•    Operational excellence with obsessive attention to detail
•    Strong project and stakeholder management skills
•    Analytical mindset with ability to translate data into actionable insights
•    Excellent written and verbal communication in English and Mandarin
•    Ability to thrive in ambiguity and drive structure in a startup-like environment within a global enterprise
 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.