Job Description

This is a temporary position. 

Role Summary

The Empower Guest Services Product Owner owns the strategy, roadmap, and delivery of capabilities that power guest-facing and associate-facing service experiences—spanning Salesforce , call center operations/technology , and loyalty . This role is accountable for translating business outcomes into product increments, prioritizing backlogs, and leading cross-functional delivery to modernize and scale guest services workflows.

A key emphasis of this position is proven experience leading large-scale, enterprise implementations that integrate Salesforce (Service Cloud and related ecosystems) with contact center platforms , telephony/CTI , knowledge , and loyalty programs , while ensuring operational readiness and measurable improvements to guest satisfaction and agent productivity.

Key Responsibilities

Product Strategy & Vision

• Define and communicate the product vision for Guest Services Enablement (Empower) aligned to guest experience, service performance, and loyalty growth objectives.
• Create and maintain a multi-quarter roadmap that balances platform modernization , new capability delivery , technical debt , and operational excellence .
• Establish success metrics (e.g., CSAT/NPS, First Contact Resolution, AHT, agent adoption, deflection, loyalty enrollment/retention uplift) and ensure product decisions are outcomes-driven.

Large-Scale Program & Delivery Leadership (Critical)

• Lead large-scale, multi-workstream initiatives integrating Salesforce , call center/contact center technology , and loyalty systems —from discovery through rollout and hypercare.
• Drive end-to-end delivery across distributed teams (engineering, CRM admin/dev, architecture, QA, security, data, operations, training, and vendors).
• Coordinate dependencies across enterprise systems (identity, customer profile, case management, reservations/property systems if applicable, data/analytics, marketing, and loyalty).
• Own release planning and sequencing, including phased rollouts, cutover strategies, and risk mitigation for business continuity.

Salesforce Product Ownership (Service & Case Management)

• Own Salesforce-centric capabilities including case intake, routing, agent workspace/console design, omni-channel workflows, macros, automation, knowledge, and reporting .
• Partner with architects to ensure scalable patterns: integrations, data model alignment, security/role design, and environment strategy.
• Ensure Salesforce enhancements support contact center needs: agent efficiency , guided workflows , quality management , and consistent guest data .

Call Center / Contact Center Enablement

• Define requirements and user stories for omnichannel service (voice, chat, email, messaging, social) and agent tools.
• Collaborate with contact center leaders on workforce implications, call flows/IVR, routing, escalation processes, and quality/QA feedback loops.
• Ensure effective integration with CTI/telephony , screen pops, interaction logging, and end-to-end reporting.

Loyalty Experience Enablement

• Ensure guest services workflows incorporate loyalty recognition , tier benefits, point redemption/adjustments, member identity resolution, and service recovery.
• Partner with loyalty stakeholders to support member lifecycle journeys and consistent policy enforcement while improving guest personalization.

Stakeholder Management & Change Enablement

• Serve as the primary product interface for Guest Services leadership, loyalty teams, CRM/IT, and operations.
• Lead UAT strategy, user readiness, training requirements, and communications to ensure adoption across call center sites and teams.
• Create artifacts that enable alignment: product briefs, business cases, OKRs, release notes, and process maps.

Governance, Quality, and Compliance

• Ensure solutions meet privacy and security requirements (e.g., PCI/PII considerations), auditability, and operational controls.
• Define acceptance criteria, quality gates, and ensure telemetry/monitoring is built into releases.

Required Qualifications 

• 8+ years in product ownership/product management, business systems leadership, or digital transformation roles supporting service operations.
• Demonstrated experience leading a large-scale Salesforce program (Service Cloud strongly preferred) that included: 
  • Multiple workstreams and enterprise integrations
  • Phased rollouts across teams/sites
  • Organizational change management and operational readiness
• Strong call center/contact center domain experience , including agent workflows, case management, routing, telephony/CTI integration, and service performance metrics.
• Loyalty program experience (hospitality, travel, retail, financial services, or similar), including member identity, tiering, benefits, and service recovery scenarios.
• Proven ability to translate complex business needs into epics, features, user stories , and prioritized backlogs with clear acceptance criteria.
• Experience partnering with engineering, architecture, and operations to deliver resilient, scalable solutions.
• Excellent stakeholder management and communication skills; comfortable influencing senior leaders and facilitating decision-making.

Preferred Qualifications 

• Salesforce certifications (e.g., Salesforce Administrator , Service Cloud Consultant , Platform App Builder , or related).
• Experience with contact center platforms (e.g., Genesys, Amazon Connect, NICE, Five9, Avaya) and/or workforce/quality tools.
• Knowledge management and self-service experience (customer portals, chatbots, deflection strategies).
• Data/analytics experience: KPI design, dashboards, interaction analytics, and voice-of-customer insights.
• Experience in hospitality/travel guest operations, including service recovery and high-volume seasonal patterns.

Core Competencies

• Enterprise delivery leadership: ability to run complex programs, manage dependencies, and drive outcomes.
• Operational empathy: deep understanding of agent needs and service workflows.
• Systems thinking : integration mindset across CRM, telephony, loyalty, and customer data.
• Decision quality: structured prioritization, tradeoff negotiation, and risk management.
• Change leadership: adoption, training, communications, and measurement.

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. 

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.

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.

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