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Senior Director, Business Process Validation

Marriott International HQ
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JOB SUMMARY 

 

The Senior Director, Business Process Validation is a key member of the Experience Design team within the Business Transformation Office (BTO), reporting directly to the Vice President of Associate Experience & Business Process. This position will be responsible for ensuring our new digital ecosystem can fulfill all critical business needs across all disciplines and continents. They are responsible for ensuring the business processes documented as part of the transformation, can be executed within new tools and technology ensuring a seamless transition with no business interruption. This position will develop testing roadmaps, provide project management, create testing processes and organize, manage and execute Business User Testing across all phases, systems, products & processes related to Marriott’s Digital + Technology Transformation (D+TT), as well as future transformation efforts. This position will play a key role within the Testing Work Track and will partner closely with all the discipline leaders and Global Technology, along with external consulting leaders engaged throughout the project. The leader and team will consult with and ensure stakeholder needs are met while supporting critical work to align with key priorities. 

 

The BTO has been established to enable and accelerate D+TT through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. This role, as part of the BTO will provide the central orchestration and guidance on how business testing is approached and executed across the organization to drive consistency, integration, and value. Success in this role requires strong critical thinking skills, attention to detail, comfort with ambiguity, a proven ability to manage multiple work efforts at the same time, as well as the ability to work and collaborate across teams and disciplines.  

 

The ideal candidate will have a deep understanding and empathy for the associate experience and have the ability to work in a cross-functional manner to integrate Associate experience into key initiatives.  Experience working in the market – at a hotel and/or regional level – and ability to deeply empathize with the associate experience will be beneficial to successful execution of short- and long-term projects. 

 

 

CANDIDATE PROFILE  

 

Education and Experience Required  

  • Twelve or more years’ experience, demonstrating progressive career growth and a pattern of exceptional performance. 

  • 8+ years of related working experience including large-scale initiatives and managing associated change, and 3+ years of experience working within a hotel, regional office, or in heavy partnership of in-market leaders 

  • 5+ years of experience directly leading and managing global and distributed teams,  

  • 4-year degree from an accredited university in Business Administration, Computer Science, Engineering or related discipline 

  • Experience in end-to-end experience process design and architecture 

 

Education and Experience Preferred 

  • Hospitality experience  

  • Proven track record of planning and executing strategic projects and initiatives in operations; deep project management skillset 

  • Demonstrated ability to lead the organization and team in working through unclear situations, challenges and opportunities through strong situation analysis and framing, rapid stakeholder assessments, critical decision making, solution brainstorming, and making data-driven way forward recommendations. 

  • Prior consulting experience focused on diagnosis and development of recommendations to solve complex business problems 

  • Experience leading the design, development, and delivery of complex stakeholder experiences, using design thinking, creativity, and expert communication skills, to deliver powerful, results oriented meetings and workshops. 

 

CORE WORK ACTIVITIES  

 

Testing Planning 

  • Plan and propose strategic direction, goals, and approaches across functional stakeholders and senior leadership regarding approach for Business Process Validation and Business Testing activities. 

  • Develop and manage User Testing Plan & Timeline to align with Central Standards and Critical Success Factors 

  • Coordinate & orchestrate User Testing Plan deliverables and execution across all teams including Global Technology, Work Tracks, Disciplines and End Users 

  • Determine and Track criteria for testing success and certify related validated system integration 

  • Manage testing dependencies, risks, issues, concerns & information across teams and disciplines  

  • Ensure testing planning includes all tools, information and resources necessary to ensure a successful launch 

  • Provide processes and communications that create accountability with the team and drive results 

  • Create and organize use cases in conjunction with work GT, disciplines, continents, end users and Business Process team 

  • Direct development and publication of all testing task lists and ensure they support testing objectives 

 

Testing Execution and Reporting 

  • Identify and train testers on systems and testing tools across disciplines and end user group 

  • Coordinate test data requirements and necessary combinations of test property and data sets across work tracks for Global Technology Quality validations across systems  

  • Generate scorecards and tracking reflecting progress and outcome 

  • Prioritize, report and track defects and resolution leveraging central defect and tracking tools 

  • Escalate triaging efforts & ensure quick resolution 

  • Maintain project transparency, schedule and facilitate testing meetings 

  • Work with the business team for each application domain to review detailed scenarios and approve as part of the overall E2E Integration Testing Suite 

  • Support the QE E2E tests for each increment and engage in Central Testing scrum team as needed 

  • Facilitate and prepare content for governance + alignment forums 

 

Process Improvement 

  • Design, develop and maintain business process documentations that will be used as reference for preparing test cases, test data preparation, and test execution 

  • Conduct internal controls testing and consult with stakeholders, helping them to understand opportunities for improvement 

  • Develop and implement process solutions to improve operational efficiency, quality, and simplification 

 

Additional Responsibilities 

  • Foster a team environment that encourages accountability, high standards, and innovation 

  • Establish best practices, methods, processes, tools, and templates for successful execution of MGP efforts 

  • Create and nurture an environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service 

  • Lead by example demonstrating self-confidence, energy, and enthusiasm 

  • Inform and/or update executives, peers, and subordinates on relevant information in a timely manner 

  • Manage time effectively and conduct activities in an organized manner 

  • Present ideas, expectations, and information in a concise, organized manner 

  • Manage group or interpersonal conflict 

  • Perform other reasonable duties as assigned by manager 

 

 

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.

All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance. 

Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

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.