JOB SUMMARY

This opportunity is part of Customer Engagement Center (CEC) Product Channel Team focused on solutions where our vision is to develop technology that delights and enables our associates to effectively support our customers. We are seeking a Customer Engagement Channel (CEC) Product Manager 1 with experience in IVR (Interactive Voice Response) and Omni Channel routing, coupled with experience in Natural Language Understanding (NLU) and conversational voice technology. The ideal candidate will possess an understanding of customer experience (CX) principles and will excel in configuring engagement channels to optimize user interactions. They will create business requirements, technical solution definitions, as well as business case artifacts to support the funding and implementation. This position will provide direction for the CEC IVR and application architecture design. They will coordinate with Corporate IT Plan & Build partners to ensure the procurement, design, build, & deployment. This role is cross functional and will support the adoption and modifications of the CEC IVR within the business function. This specifically includes identifying efficiencies and opportunities to support key business initiatives and then translating the design into business requirements.

CANDIDATE PROFILE 

Education and Experience

• Experience with and understanding of IVR, Natural Language Understanding (NLU) and Voice technology workflows and the business acumen necessary to act as the voice of the business.

• Strong relationship building skills and communication skills 

• Prior experience in identifying complex business problems and analyzing alternative solutions

• Able to integrate and balance priorities, work activities and resources for the benefit of multiple key stakeholders

• Able to have an enterprise orientation to problems 

• Basic understanding of product and project management tools, including Jira, MS Project and MS Office

• Prior use of project management skills and strong organizational skills 

• Preferred experience in working with NICE, Omilia or other call center SaaS solutions 

• Conducts user research to understand user needs, pain points and journey through customer journey mapping and interviews.

• Utilize customer data and analytics to make data driven design decisions, monitor the performance and iterate as needed.

• Work effectively with business, product, and other design team members to ensure alignment and feasibility.

CORE WORK ACTIVITIES 

• Gathers functional requirements, design specifications and operations requirements for a system in support of the technical infrastructure (network, telephony, internet/intranet, or operating systems) within Enterprise IT standards

• Work towards ideation and efficiencies of the CEC IVR NLU and conversational voice technology

• Backlog prioritization and supporting the business initiatives

• Creative solutions that align with business goals and work with IT teams to define functional requirements design during development stage

• Perform requirement gathering, product roadmap creation, UAT and maintenance of a product over its lifecycle

• Product evaluation, selection, acquisition, and vendor relationship management

• Financial planning in order to achieve various milestones on the product roadmap, and verifying that the running expenses and invoices are in-line with the proposed budget estimates 

• Lead projects autonomously through the full project lifecycle while working in tandem with business stakeholders

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace. 

 
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 

Managing Execution

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability 

• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in IVR, NLU, AI and Voice technology to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

• Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 

o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.

o Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.

o Reading Comprehension – Understands written sentences and paragraphs in work related documents.

o Writing - Communicates effectively in writing as appropriate for the needs of the audience.

California Applicants Only: The salary range for this position is $66,560.00 to $134,991.00 annually.

Colorado Applicants Only: The salary range for this position is $63,150.00 to $122,722.00 annually.

Hawaii Applicants Only: The salary range for this position is $76,410.00 to $134,991.00 annually.

New York Applicants Only: The salary range for this position is $63,150.00 to $134,991.00 annually.

Washington Applicants Only: The salary range for this position is $67,724.80 to $134,991.00 annually. Employees will accrue 0.04616 PTO balance for every hour worked and eligible to receive minimum of 7 holidays annually.

All locations 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, paid parental leave, educational assistance, 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.

The application deadline for this position is 28 days after the date of this posting, 3/27/2024.

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