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. 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;
• 57+ 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 :

Core Work Activities

Prepare for the deployment of Qualtrics to hotels.

Dual-Platform Enablement

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. 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, and paid parental leave.

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.