FLEX Senior Product Owner

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 experiencesspanning 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 systemsfrom 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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.