Sr. Director, Associate Support

JOB SUMMARY:

The Senior Director of Associate Experience will lead a newly formed function designed to reinvent how HR supports associates across the enterprise. This role will be responsible for building and managing the associate support governance, driving complex processes redesign, and managing the associate portal technical infrastructure that power a seamless, efficient, and human-centered support experience. The ideal candidate is a strategic leader with deep expertise in HR operations, service delivery, and technology enablement—particularly ServiceNow—and is passionate about creating a unified and continuously improving associate experience.

 

CORE WORK ACTIVITIES: 

Strategic Leadership & Vendor Governance

- Establish and lead the Associate Experience function, aligning with broader HR transformation goals.
- Drive strategic governance frameworks to ensure consistency, accountability, and quality across associate support channels.

Lead the vendor relationship for the Marriott HR Service Center, driving strategic decision making and cost analysis 

Oversee the performance and operations of the HR Service Center, ensuring high-quality, timely, and empathetic support. Drive continuous improvement and ensure we are meeting commitments to the organization.

 

Cross-Functional Collaboration

- Foster strong partnerships across HR, IT, Legal, Payroll, and other functions to deliver a unified support experience.
- Partner with senior executives, department heads, and cross-functional teams to identify pain points and co-create solutions

- Serve as a connector across disciplines to streamline processes and eliminate friction points for associates. Use strategic influence to create connections and shared goals across the enterprise.

 

Technology and Process Measurement & Optimization

- Own and manage the HR ServiceNow module, ensuring it is optimized for usability, efficiency, and scalability.

- Experience in driving Process Taxonomy and Process Optimization Scorecard. Leverage these tools to develop and execute a comprehensive process transformation roadmap aligned with organizational goals and digital transformation efforts

- Identify opportunities to redesign and digitize workflows to improve efficiency, scalability, and customer experience.
- Lead the team responsible for driving process efficiencies and automation using insights from ServiceNow and other platforms.

- Oversee the assessment, design, and implementation of end-to-end complex business process re-design across multiple business units

- Conduct process mapping, gap analysis, and root cause analysis to identify inefficiencies.

- Promote a culture of continuous improvement and instill agile principles across the team

Team Leadership

- Build and lead a high-performing team focused on associate experience, service delivery, and process excellence.
- Develop talent and foster a culture of innovation, accountability, and continuous learning.

 

YOU’RE WHO WE’RE LOOKING FOR IF YOU:

- Strategic thinker with a bias for action and a passion for improving the employee experience 

- Experienced in complex process redesign 
- Comfortable navigating ambiguity and building new functions from the ground up.
- Data-driven decision-maker with a strong grasp of operational metrics and KPIs.
- Collaborative leader who inspires trust and drives alignment across diverse teams.

 

EDUCATION + EXPERIENCE REQUIREMENTS 

- 10+ years of progressive HR experience, including leadership roles in HR operations or shared services.
- Proven experience managing enterprise platforms, including ServiceNow and Co-pilot Studio
- Strong understanding of HR processes, service delivery models, and employee experience principles.
- Demonstrated success in leading cross-functional initiatives and driving change.
- Excellent communication, stakeholder management, and analytical skills.
- Bachelor’s degree required; Master’s degree or relevant certifications preferred.

 

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.