Senior Director, CEC Workforce Management
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
JOB SUMMARY
The Senior Director Workforce Management is a leader within the Customer Engagement Centers (CECs) responsible for endtoend workforce optimization performance management and operational enablement across a global multisite multichannel contact center environment. The role sets enterprise strategy while ensuring strong execution through disciplined workforce planning operational rigor and datadriven/ UX decisionmaking.
The Senior Director oversees a global team of workforce management and performance capabilities ensuring the organization can accurately forecast demand deploy talent effectively manage intraday performance and scale operations while maintaining service excellence and cost efficiency. This role partners closely with CEC Operations HR Finance Global Technology and other enterprise stakeholders to translate business priorities into actionable operating plans.
Success in this role requires deep call center operations expertise strong executive presence and the ability to lead complex initiatives through influence structured program management and the development of highperforming teams.
CANDIDATE PROFILE
Education & Experience Required
- Bachelors degree Business Operations Analytics or related field; or equivalent experience
- 10 years of relevant professional experience in hospitality call center operations or related function demonstrating progressive career growth and pattern of exceptional performance.
Education & Experience Preferred
- MBA/ Graduate degree
- Strong understanding of forecasting scheduling intraday management service level management and labor optimization
- Demonstrated success leading global or enterpriselevel functions in complex matrixed organizations from ideation to execution with consideration for business policy and user experience impact along the way
- Deep operations experience; with a significant portion in largescale contact center hospitality or customer operations
- Experience leading multichannel multilanguage global operations
- Expertise in using data and insights to inform business decisions to quickly drive successful outcomes and adeptly pivot to make tradeoffs
- Ability to effectively operate at both strategic and execution levels
- Strong executive presence
- Advanced ability to advise senior leaders and clearly articulate insights risks and recommendations
- Ability to communicate effectively to a variety of audiences from non-management associates to senior executives
- Strong leadership skills to coach associates and build capability across the organization
CORE WORK ACTIVITIES
Workforce Optimization & Performance Leadership
- Establishes and leads the global workforce optimization and performance management strategy for CECs
- Ensures accurate forecasting scheduling and realtime operational management aligned to business demand
- Oversees staffing models capacity planning and utilization to balance service quality cost and scalability
Operational Excellence & Decision Support
- Translates operational data into actionable insights for leadership decisionmaking
- Identifies trends risks and opportunities impacting service levels customer experience and associate performance
- Ensures consistent disciplined operating rhythms across regions and sites
CrossFunctional Partnership
- Partners with CEC Operations HR Finance Technology and other enterprise teams to align workforce strategy with business priorities
- Supports enterprise initiatives change efforts and new capabilities impacting contact center operations
Leadership Governance & Talent Development
- Leads and develops senior managers and functional leaders across workforce and performance disciplines
- Establishes clear accountability governance and performance expectations
- Builds bench strength and future leaders through coaching feedback and development planning
Continuous Improvement & Scalability
- Drives standardization where appropriate while allowing flexibility for regional needs
- Champions continuous improvement innovation and operational maturity across the CEC network
- Ensures the organization is positioned to scale efficiently as business needs evolve
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 associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Exec
Key Skills
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
