Manager, Digital Product, WeChat

 JOB SUMMARY:  

This critical role will oversee the operational processes and systems that support the full product lifecycle across our portfolio of digital products and platforms.
•    Manage the product operations responsible for product feedback, requirement in-take, planning, maintenance, and end-of-life activities.
•    Develop and implement operational best practices, processes, and tools to streamline product delivery and ongoing operations.
•    Collaborate closely with product management, engineering, and other cross-functional teams to ensure operational readiness and alignments.
•    Drive operational excellence through metrics, reporting, risk management, and continuous process improvement.  
•    Identify and resolve operational risks, issues, and bottlenecks across products and services.
•    Ensure operational compliance with regulatory requirements, security policies, and quality standards.

CANDIDATE PROFILE  

Education and Experience 
Required:
•    5+ years of experience in product operations, program/project management, PMO, or related technology operations role.
•    Proven ability to lead and manage teams of operations professionals and service provider resources.
•    Strong understanding of software/product development lifecycle, operational processes, and best practices.
•    Excellent problem-solving, analytical, process improvement, and governance skills.
•    Outstanding organizational, communication, stakeholder management, and leadership abilities. 
•    Experience with agile approach and operational tools/systems for product lifecycle management.
•    Flexibility and adaptability to thrive in a fast-paced and dynamic environment, with the ability to prioritize and manage multiple competing priorities.
•    Bachelor's degree in a technical field or project management; PMP or relevant certification preferred.

Preferred:
•    Demonstrated success leading medium- to large-scale initiatives operations.
•    Experience with and knowledge of digital outsourcing activities in a managed service environment.
•    Proven management experience in product development across waterfall and agile environments.
•    Experience in hospitality or Food & Beverage industrial.
•    Rich experience in managing and working with diverse geographical Global teams.

CORE WORK ACTIVITIES  

•    Document platform manual guide and training materials, conduct training and workshops, maintain MGS page. 
•    Optimize product operation process to engage team collaboration within cross-functional teams.
•    Optimize process to govern operation service providers provide operation support within aligned SLA per SOW.
•    Lead WeChat product in-take, PI planning, product communication. 
•    Manage production functional incident/non-functional incident process, identify root cause and analysis business impact.
•    Track incidents response and drive issue triage with service providers, product team and engineering team. 
•    Support for product inquiry, finance inquiry, SOP inquiry from properties and corporate teams.
•    Support for property platform active/inactive status update.
•    Product & platform account management for properties and corporate team users. 
•    Support for security, legal, and compliance request, follow with required actions.
•    Provide monthly operation report to summarize all incidents and inquiries.

LEADERSHIP COMPETENCIES

•    Create Belonging - Build relationships by promoting an environment of collaboration, trust, respect, opportunity, and inclusion. 
o    Is aware of how own behaviors impact others.
o    Respects others and welcomes their differences in the perspectives, backgrounds, and experiences.
o    Actively listens, anticipates, and delivers on the needs of customers and associates.
o    Fosters loyalty by building rapport and communicating effectively with partners/customers.

•    Develop Others - Develop diverse, inclusive, and high-performing talent and teams. 
o    Shows an understanding of performance expectations and works with manager to set and prioritize developmental goals.
o    Builds relationships to attract top talent and participates in the hiring and on-boarding process for new associates.
o    Models company culture of service, opportunity, respect, fair treatment, and inclusion.

•    Lead Change - Courageously lead change, innovation, inspire others through optimism, and adapt to changing business needs. 
o    Demonstrates agile thinking and courage; adapts to changing or stressful situations by staying calm and focused, remaining optimistic, asking clarifying questions, and using available resources.
o    Communicates effectively by expressing ideas concisely, actively listens and responds to others with understanding, and appropriately interprets verbal and non-verbal behavior.
o    Displays professionalism and gains respect from others.
o    Makes effective and timely decisions by collaborating with others, asking questions to gather information, and identifying and considering alternatives and possible impact.

•    Learn & Excel - Apply professional expertise while seeking out and integrating diverse perspectives and learning opportunities. 
o    Sets career goals and identifies areas for development; takes steps to achieve goals using available resources, seeking challenging assignments, sharing learnings and best practices with others, and completing assigned training on time.
o    Identifies innovative ways to improve productivity as well as associate and external partner/customer satisfaction.
o    Demonstrates technical excellence by maintaining up-to-date knowledge of job-relevant technologies, performing technical and complex tasks to solve problems, and by communicating the benefits of specific techniques in area of expertise.
o    Continually strives to learn and build expertise in new areas, and identify ways in which to apply skills, knowledge, and insights across situations and tasks.

•    Deliver Results - Set ambitious goals, create alignment, and drive execution. 
o    Learns from mistakes and takes responsibility for being innovative and delivering work that exceeds requirements.
o    Contributes to setting shared goals for the team or department and works effectively with team members to meet shared goals.
o    Stays organized and manages workload by requesting and using available resources, prioritizing activities, and making adjustments when appropriate, and anticipating and discussing possible challenges to completing assigned work with manager.
o    Accepts feedback and coaching and incorporates changes into work and behaviors.    

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.