FLEX Manager Arrivals On-Site Digital Products

As a member of the On-Site Digital Products team, the Manager, On-Site Digital Products, Mobile Key will help define roadmaps, products/features, and deliver improvements to the mobile key experience for guests arriving on property. This means setting project expectations, defining requirements, and managing build-out and go-to-market strategies of the mobile key product.

This role will bridge technical and business efforts to provide Marriott properties with the required technology to ensure mobile key delivery and reliability. This person will be involved in the product end-to-end, from product discovery and user story refinement, all the way through to supporting engineering and operations to ensure customer satisfaction goals are met.

Success in this role requires significant collaboration within the Digital team as well as with other Product and Engineering teams across the organization. This individual should have technical competencies and an understanding of mobile platforms and property to be effective in ensuring customer-centered, viable solutions are crafted to elevate the property digital experience from the perspective of customers. This technology includes, but not limited to, Mobile Apps, iOS and Android OS platforms, API gateways, Property Management Systems, Lock systems, Reservations systems, Salesforce, etc.

CANDIDATE PROFILE

Education and Experience

• 4+ years Product Management experience; portion of that experience leading or managing consumer-facing products or features.
• 3+ years Mobile/Digital experience; should have experience and fluency with mobile platforms, technical solutions, and the broader Consumer Digital landscape.
• Strong technical background, in product development / engineering as well as experience working in/around guest service environments.
• Demonstrated ability to lead, influence, and collaborate effectively in a matrix-managed environment, with multiple complementary groups.
• Strong analytical, organizational, and problem-solving skills with ability to interpret and translate data into key learnings and execution plans that drive business results.
• Customer-obsessed mindset that capitalizes on user data to make step-change experience improvements to platforms, products, and features.
• Familiar with technologies and solutions that enable digital experiences in physical setting for retail, hospitality, and/or amusement/entertainment: access control, keyless, contactless & mobile payments, point-of-sale, property management, proximity & beacons, Bluetooth Low Energy (BLE), Near Field Communications (NFC), etc.
• Previous experience working in a Scaled Agile development environment, SAFe and variants.

CORE WORK ACTIVITIES

• Partner with program stakeholders to manage product performance for Arrival & Departure and Front Desk & Guest Relations, with particular emphasis on Keyless adoption, success rates, and repeat usage.
• Ensure analytics are planned, products & features are instrumented, and reporting & dashboards are enabled to drive analysis, insights, and ongoing improvements of products & features in market.
• Collaborates with senior business stakeholders to understand the business goals and objectives.
• Ensure the roadmap delivers great business value in addition to ever improving the customer experience and is responsible for the quality and outcomes of those deliverables.
• Perform multi-variate and User Acceptance testing per release requirements to validate new ideas and features.
• Align with Mobile Key technical support teams, Global Operations, Hotel Brands, and lock vendors to improve and streamline mobile key support process.
• Enable the cross-functional team to work efficiently to quickly prototype functionalities and seek customer feedback to validate ideas.
• Develop products and services that deliver innovative experiences and at the same time remove friction from mobile key processes.
• Refine and coordinate product backlog for defect resolution. Provide clear vision and scope documentation, use cases, workflows, wireframes, product requirements to ensure delivery of product vision and roadmap.
• Create concise, compelling content and business cases to present and sell concepts through to senior management.
• Collaborate with Mobile Key technical support teams, Global Operations, Hotel Brands, and lock vendors to improve and streamline mobile key support processes.
• Demonstrate management skills and leadership through hard lines and dotted lines and foster a team spirit and a highly collaborative environment.
• Serve as a cross-functional leader to collaborate with design, engineering, and line of business teams to drive new products and processes.
• Lead a cross-functional team across multiple scrum ceremonies inclusive of request intake, grooming, and refinement for on-time solution delivery.

Demonstrating and Applying Discipline Knowledge

• Provides technical expertise and support to persons inside and outside of the department.
• Demonstrates knowledge of job-relevant issues, products, systems, and processes.
• Demonstrates knowledge of function-specific procedures.
• Keeps up-to-date technically and applies new knowledge to job.

Additional Responsibilities

• Proven ability to lead and work with cross-functional teams in support of specific business priorities.
• Ability to solve problems quickly, think strategically, and drive data-driven decision making.
• Demonstrated comfort with generating and communicating strategic analysis and business insights.
• Ability to simultaneously manage multiple projects and aggressive timelines.
• Dynamic interpersonal skills including team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability.
• Strong interpersonal skills and success in cross-functional relationship-building at all levels, ability to drive consensus through influence and fact-based approach.
• Effective written and oral communications skills with sensitivity to global communication needs.
• Thrives in a fast-paced, entrepreneurial environment.
• Demonstrates self-confidence, energy and enthusiasm in leading and influencing teams.

The hourly pay range for this position is $44.90 to $74.33. Marriott offers a comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, pre-tax commuter benefits, and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. 
 
The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

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.