Director Mobile Messaging and Digital Value-Added Services - Mar (Bethesda, MD)

Director Mobile Messaging and Digital Value-Added Services - Mar

Marriott International is home to one of the world s largest consumer retail websites in revenue (Marriott.com 18.7B in 2017) and ranks among the world s top mobile digital operations ( 3.3B in 2017). Marriott International has been ranked 18 in the list of Forbes Most Innovative Companies and its mobile and digital accomplishments have been recognized by Fast Company Wired Fortune the Wall Street Journal USA Today and others. Marriott is looking for an experienced Director to lead the creation and evolution of its Mobile Messaging products across multiple platforms as well as lead the digital product organization in building out value added travel services for Mobile Products. Both areas are very nascent at Marriott and have a lot of opportunity for growth. The Director of Mobile Messaging and Digital Value-Added Services (VAS) will define and execute the overall strategy and experience for the prevalent messaging channels (SMS RCS iMessage Facebook messenger Twitter WeChat etc.) in addition work with our consumer strategy team to help bring to life value added services in the mobile channels services like on-demand dinning table booking ride share experiences and various other services with our travel partners. As the owner of Mobile Messaging the Director will need to work with Hotel operations and customer service to automate chat responses over the various messaging platforms as well as enable direct communication with the guest. The automation will require development of artificial intelligence and collaboration with personalization data. Communication will need to be multi-lingual. This individual will decide to build or buy the supporting services to implement our messaging strategy across the multiple messaging platforms and will continue to manage the development of features throughout the life of the service. They will monitor performance which will guide their roadmap planning. The Marriott mantra is to serve the customer where they are the mobile messaging roadmap will consist of serving guests FAQs about our programs specifics about hotels information about their account and whatever new engagements consumers may demand. We are interested in a roadmap with deep interoperability with Mobile Web and Mobile App. As the Mobile partner of Digital Value-Added Service the Director will work closely with the Customer Experience team and broader Digital team on features and implementation strategy for Mobile channels (Web App and Messaging). They will provide guidance on what is feasible and possible. They will be responsible to detail the features and bring them to the respective Agile development teams for grooming and implementation. The director will work with other product managers to have the feature implemented to their specifications. This position will work closely with others in the Digital organization iT organization Marketing Brand Global Operations and Continent leadership to vet the strategy define the right guest experience and deliver and manage the overall mobile messaging experience. This position reports to the Vice President Mobile Guest Experience & Member Services and is global in scope. CANDIDATE PROFILE 8-12 years online mobile experience must have direct experience fluency with mobile digital products and strategies7 years product management experience significant portion of that experience with mobile operating systems messaging platforms services.Experience creating and curating content at large scales under strict governance models.Experience estimating and managing multi-million dollar budgetsEntrepreneurial startup attitude willing to take initiative and calculated risksStrong analytical organizational and problem-solving skills with ability to interpret and translate data into key learningsExperience in demonstrating leadership influence and collaboration in a matrix-managed environment and across multiple and diverse groupsStrong track record of in developing new strategies defining implementation plans and gaining buy-in for executionExperienced in product innovation product management and or new product execution in the digital and or mobile spaceIdeal candidate will have experience in customer service travel and tourism or a retail environmentIdeal candidate will have a technical background in product development engineering CORE WORK ACTIVITIES Define and refine the overall mobile app experienceCreate integrated mobile messaging product vision that integrates features and functions from discovery booking through stayDeliver on key value added features in the mobile channelsDevelops and drives a multi-year roadmap for the Mobile Messaging in direct partnership with iT and the rest of Digital organizationContinuously scan key developments in the mobile space and adjust our mobile messaging strategy accordinglyDevelops business cases when needed Identifies the necessary funding and secure support and funding from across the company Lead the Mobile Messaging product and Value -Added Services for mobile and collaborate closely with Software Development IT Hotel Global Operations and other stakeholders on creating a unified and seamless mobile experience Lead vision and discovery phases for the product Works actively across the company (Operations Digital IT Marketing Brand etc.) to Develop and orchestrate executions of the 3 year Mobile Messaging roadmapWork closely with other partners to develop and execute a Value-Added Service Mobile roadmapDevelop new Mobile Messaging innovations for Marriott guests across Brands and Regions Drives business execution and performance of new streams of the Mobile Messaging program and Value Added Services (e.g. defining new experiences digitizing existing customer facing processes) including Drives timely execution of the product roadmap and delivery of key features on schedule and on budgetLeads team(s) that develop the product vision user experience and be the business owner for productTest and validate that the Mobile Messaging experience meets or exceeds guest expectations related to perceptions of the competitionWork with other product leaders and other cross-enterprise leadership (Global Operations Brand Information Resources Marketing Customer Care etc.) to Develop and deliver compelling VAS and Mobile Messaging service experiences across multiple guest interfaces and customer touch pointsEnsure that relevant new emerging Mobile Messaging-enabling technologies are appropriately identified vetted and planned in coordination with the software development organizationMeasure and analyze the in-market performance of Mobile Messaging and VAS products programs and initiatives and modify the strategy and future courses of action to deliver success Has the opportunity to build and lead a team of product managers in executing against the road map (responsible for staffing and resourcing to deliver on the mission)Continually re-evaluates staffing plans against program growth while considering scalability impacts.Anticipates staffing requirements by comparing business needs with strengths and weaknesses of existing team. Supports department-wide efforts to improve Marriott Digital culture and work environment as reflected in Engagement Survey results MANAGEMENT COMPETENCIES Leadership Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.Leading Through Vision and Values - Keeps the organization s vision and values at the forefront of employee decision making and action.Managing Change - Initiates and or manages the change process and energizes it on an ongoing basis taking steps to remove barriers or accelerate its pace serves as role model for how to handle change by maintaining composure and performance level under pressure or when experiencing challenges.Problem Solving and Decision Making - Identifies and understands issues problems and opportunities obtains and compares information from different sources to draw conclusions develops and evaluates alternatives and solutions solves problems and chooses a course of action.Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others makes a good first impression and represents the company in alignment with its values.Strategy Development - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results ensures successful preparation and execution of business plans through effective planning organizing and on-going evaluation processes.Managing ExecutionBuilding a Successful Team - Uses an effective interpersonal style to build a cohesive team inspires and sustains team cohesion and engagement by focusing the team on its mission and importance to the organization.Strategy Execution Ensures successful execution across of business plans designed to maximize customer satisfaction profitability and market share through effective planning organizing and on-going evaluation processes.Driving for Results - Sets high standards of performance for self and or others assumes responsibility for work objectives initiates focuses and monitors the efforts of self and or others toward the accomplishment goals proactively takes action and goes beyond what is required.Building RelationshipsCustomer Relationships - Develops and sustains relationships based on an understanding of customer stakeholder needs and actions consistent with the company s service standards.Global Mindset - Supports employees and business partners with diverse styles abilities motivations and or cultural perspectives utilizes differences to drive innovation engagement and enhance business results and ensures employees are given the opportunity to contribute to their full potential.Strategic Partnerships - Develops collaborative relationships with fellow employees and business partners by making them feel valued appreciated and included explores partnership opportunities with other people in and outside the organization influences and leverages corporate and continental shared services and or discipline leaders (e.g. HR Sales & Marketing Finance Revenue Management) to achieve objectives maintains effective external relations with government business and industry in respective countries performs effectively as a liaison between locations disciplines and corporate to ensure needed resources are received and corporate strategies are understood and executed.Generating Talent and Organizational CapabilityDeveloping Others - Supports the development of other s skills and capabilities so that they can fulfill current or future job role responsibilities more effectively.Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and or support the goals of an organizational unit.Learning and Applying Professional ExpertiseContinuous Learning - Actively identifies new areas for learning regularly creates and takes advantage of learning opportunities uses newly gained knowledge and skill on the job and learns through their application.Technical Acumen Expertly understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations generate innovative solutions to approach function-specific work challenges and function as a thought leader in his or her area of expertise.eCommerce Mobile Applications Information Technology Product and Project Management. Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.Basic Competencies - Fundamental competencies required for accomplishing basic work activities. Basic Computer Skills - Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).Mathematical Reasoning - Adds subtracts multiplies or divides quickly correctly and in a way that allows one to solve work-related issues.Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.Reading Comprehension - Understands written sentences and paragraphs in work related documents.Writing - Communicates effectively in writing as appropriate for the needs of the audience.