flex Senior Manager, Performance Accountability

Flex Senior Manager, Performance Accountability

This is a temporary position. The FLEX Senior Manager, Performance Accountability is part of the Global Operations (GO) organization, where we work to enrich the experience of the stay creating value for guests and owners while advancing authentic hospitality known for taking ideas into implementation across all brands, disciplines, and continents. This role supports the design, delivery, and sustainment of Intent to Recommend (ITR)-focused tools, resources, and training that help property and above-property leaders use guestVoice (Qualtrics and Medallia) with QPower to improve guest experiences and on-strategy performance. The position partners across Global Quality (GQ) Performance Accountability, Continent Operations, Owner & Franchise Services (OFS), platform vendors, and internal stakeholders to ensure that operators can efficiently interpret VOC signals and take action that positively influences Intent to Recommend.

The FLEX Senior Manager creates and curates scalable content (e.g., DLZ modules, job aids, webinars, office hours, toolkits), maintains alignment of guidance across Qualtrics and Medallia platforms and supports adoption through a global SME network and targeted enablement. Specifically, the FLEX Senior Manager will create comprehensive training / educational content for hotel operations leaders, guiding them in utilizing guestVoice and QPower for performance analysis, identifying improvement opportunities, and driving on-property excellence through various written and verbal deliverables. These include detailed job aids, online learning modules, operations playbooks, webinars, and office hours. The Flex Senior Manager will also implement projects that improve the user experience in both the QPower and TrueView platforms.

The FLEX Senior Manager plays a critical role in supporting the phased deployment of Qualtrics to hotels and ensuring seamless dual-platform enablement across Qualtrics and Medallia. This position leads efforts to equip property and above-property leaders with tools, platforms, and data-driven insights that enhance the guest experience across two guest experience platforms. The FLEX Senior Manager will develop and maintain training materials and resources as program and stakeholder needs evolve, while supporting the creation and deployment of ITR-focused tools, resources, and learning modules to ensure continuity of performance improvement initiatives during platform migrations. The FLEX Senior Manager also supports global ITR efforts by designing and delivering audience-centric training and communication strategiessuch as webinars, DLZ modules, job aids, and executive presentationsto drive awareness, adoption, and knowledge across the suite of platforms and tools. By translating complex training needs into clear, actionable deliverables, this role ensures operational leaders are empowered to leverage evolving quality improvement methodologies and platform capabilities effectively. In addition, this role provides project management and stakeholder coordination for ongoing platform maintenance and enhancements, including vendor implementation, testing, and change management communications for QPower and TrueView.

The role extends to special project work across Performance Accountability, collaborating with Continent Operations leaders, Owner Franchise Services (OFS) leaders, Global Operations & discipline leaders, property, and above-property teams, as well as Performance Accountability teams.

Candidate Profile

Education and Experience

Required

Bachelor's degree in Business, Hospitality, or related field; or equivalent professional experience; 5-7+ years in hotel operations, human resources, quality improvement, consulting, education, or training. Strong written, verbal, and presentation skills (virtually and in person); comfortable engaging with senior executives and hotel leaders. Experience designing and delivering training via PowerPoint, Microsoft Teams, and in-person formats, particularly for hotel leaders. Proven project management skills; ability to manage multiple priorities and collaborate with internal and external stakeholders, including third-party vendors High attention to detail, including editing and proofreading. Willingness to travel up to 25%.

Preferred

Experience with Marriott's guestVoice and QPower platforms and on-property experience with responsibility for GSS scores or quality improvement. On-property hotel experience. In-depth knowledge and direct experience in hotel operations with deep understanding of property-level challenges and opportunities Experience developing training programs and operational tools, particularly for hotel operations leaders (e.g. a new-hire orientation guide, training manuals, job aids with step-by-step instructions, classroom activity materials, playbooks, etc). Strong analytical and critical thinking skills.

Core Work Activities

Prepare for the deployment of Qualtrics to hotels. o Support GQ projects and initiatives aimed at enabling property and above-property leaders to use tools, platforms, or data-driven insights to drive the guest experience across two VOC platforms. o Responsible for updating and maintaining training materials and resources as program and stakeholder needs evolve.

Dual-Platform Enablement : Support the development and deployment of ITR-focused tools, resources, and training modules tailored for hotels migrating utilizing the Qualtrics and Medallia platforms, ensuring continuity of performance improvement initiatives for on-property and above-property users.

Provide project management and support to enable ongoing platforms maintenance and enhancements to GQ platforms that drive ITR. This support includes managing stakeholders, deadlines, and the testing of platform updates across the continent teams.

o Manage vendor implementation and testing on projects that improve the user experience in QPower and TrueView platforms. Develop communications to support change management.

o Support Global ITR Efforts : Lead projects to support the global training and communication strategies for the suite of platforms and tools (including QPower, guestVoice, TrueView and other improvement-related tools) to drive awareness, adoption, and knowledge amongst property and above-property operations leaders. Includes :

o Develop and implement audience-centric deliverables (webinars, large audience presentations, executive presentations, job aids, modules to support global training programs, training videos, etc.) to influence and train users on how to use tools to drive improvement as products evolve and awareness / training needs emerge. Work closely with Director, Performance Accountability and Sr. Director of Performance Accountability to develop and deploy learning module(s) on guestVoice and / or QPower in the DLZ for new operations leaders based on evolving quality improvement methodologies and platform capabilities. o Translate training needs or presentation goals into clear written and verbal deliverables (webinars, Digital Learning Zone (DLZ) / video modules, operator-friendly job aids and best practice documents, executive presentations, etc.) by utilizing strong proficiencies in PowerPoint, Word, and Excel.

Implement recommendations for scalable communications and training strategies that will meet stakeholders' needs, within budget and resource constraints.

Other duties as assigned.

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 locations offer 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. 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, and paid parental leave. Washington Applicants Only : Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive 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.