Sr. Manager, CEC Partner Management

JOB SUMMARY

TheSenior Manager CEC Partner Managementis responsible forsupporting the day-to-day operations of Customer Engagement Center (CEC) external partners (BPOs). This role works to ensure consistent delivery of high quality brand aligned customer engagement services. The Senior Manager is accountable for partner performance operational effectiveness and alignment with workforce quality technology training communications and financial requirements across regions. This role reports to the Director CEC Partner Management and Global Footprint.

CANDIDATE PROFILE

Education and Experience Required

• Bachelors degree in Business Administration Hospitality Management or a related field.
• 6 years of progressive experience in Hospitality Contact Center Operations Outsourcing BPO management or Global Service Delivery.
• Experience working across multiple regions and time zones.
• Strong leadership communication project management and interpersonal skills with the ability to partner cross-functional teams and work with external vendors
• Experience managing third party partners contracts and service levels.
• Experience with performance management tools reporting dashboards and data analysis to drive decision-making.
• Understanding sales customer service processes and the hospitality industrys unique demands and customer expectations.
• Problem-solving and adaptable mindset with the ability to seek resolution and implement solutions quickly.

CORE WORK ACTIVITIES

External Partner Strategy & Performance Management

• Monitor partner performance against contractual KPIs SLAs quality standards and customer experience expectations.
• Research and identify performance risks and gaps drive corrective action plans and escalate issues as appropriate.
• Support contract lifecycle activities including new agreements renewals extensions and amendments in partnership with Legal Finance and Workforce Management.
• Support the delivery of regular partner performance reporting and insights to senior leadership.

Partner Operations & Workforce Coordination

• Supports the operational execution of outsourced sales and customer service teams ensuring adherence to schedules staffing plans and workforce requirements.
• Partner closely with Workforce Management to support staffing decisions adherence monitoring and workforce changes across partners.
• Coordinate provisioning system access onboarding and offboarding activities in partnership with Global Technology Security and Operations teams.
• Ensure partners are prepared for service changes volume shifts and new capability launches.
• Support consistent operational practices and issue resolution across partners and regions.

Quality Training & Customer Experience Oversight

• Ensure external partners deliver customer experiences aligned with Marriott brand standards and service expectations.
• Partner with Quality Assurance teams to support calibration and quality improvement initiatives.
• Coordinate with Training teams to ensure required training certifications and compliance across partner workforces.

Stakeholder Partnership & Governance Execution

• Provides support to recurring partner reviews operational forums and business updates to ensure transparency alignment and issue resolution.
• Support governance rhythms that reinforce performance accountability operational discipline and informed decision making.
• Ensure consistent communication protocols and information flow between Marriott and external partners.

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive people-first are committed to non-discrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.