**Relocation Assistance Available**
Position Summary
As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support department and/or function objectives. Generally, works with considerable independence, developing operating plans and related operational processes for own department in alignment with broader business objectives. Responsible for selection, supervision and development of staff in accordance with company policies and procedures.
Specific Job Summary
This leadership position is responsible for shaping and executing the Global Technology strategy for Unified Communications. This role is responsible for shaping the strategic vision, design, development, and delivery of voice communications across all brands, at resorts, corporate locations, and contact centers. The focus is on advancing technology initiatives that align with business goals, optimizing Global Technology processes, and effectively managing resources in the Unified Communication teams.
The Director, Unified Communications Solutions highlights the necessity of collaboration between other Global Technology functions, as well as various business units within a hospitality organization, to ensure that technology strategies align with overall business objectives. By establishing strategic partnerships, this position is an internal business partner, going beyond traditional technical support to actively engage with other departments, fostering innovation, improving operational efficiency, and enhancing customer experiences.
Working relationships
- Global Technology Teams and Leadership
- Regional and Site Leadership
- Corporate Leadership
- Vendor/Suppliers
Specific Expected Contributions
- Provides Global Technology support following MVW Global Technology processes
- Provide leadership, mentoring, direction, and guidance for the Unified Communications team.
- Provides project support for new technology deployments and upgrades. May lead a project team.
- Evaluate and make recommendations regarding technology/asset life cycles and deployment prioritizations.
- Ensures that Unified Communications technology for resorts, contact centers, sales centers and corporate locations are supported within established guidelines.
- Creates and ensures implementation of disaster recovery and business continuity plans related to Unified Communications technology support.
- Ensures locations are securing and maintaining Unified Communications technology assets by MVW policies and standards
- Possesses a strong foundation in resort, marketing, and sales center applications. Applies this knowledge to successfully cultivate the growth of Global Technology associates.
- Provide guidance and direction to the management team on escalated issues and action to resolve them.
Specific Candidate Profile
Education
- Bachelor’s degree in Information Technology or related discipline or equivalent work experience
Certifications
- Relevant certifications in IT management, project management, contact center, or relevant technologies
Experience
- At least 10 years progressive experience in contact center and/or voice technologies
- Comprehensive expertise in call flows, API integrations, QOS, and best practices
- Proven experience in designing and implementing scalable, secure, and integrated solutions
- Ability to integrate voice platforms across the enterprise
- Proven ability to learn how a business operates while continuously building business acumen.
- Familiarity with financial analysis and associated reporting tools
- Experience managing the budget process and being financially accountable for achieving results
- Proven experience driving organizational change and leading technology transformations via stakeholder engagement and vendor management
- Experience gathering requirements and translating into a group product vision by leveraging expertise in product development, systems integrations, and engineering
- Proven ability to apply advanced analytical, conceptual strategic planning, and execution skills to solve complex technical challenges, optimizing performance, and ensuring scalability
- Experience managing a product backlog/release plan, tracking team level metrics, and removing blockers
- Successful track record managing cross-functional, multi-disciplinary teams to achieve business outcomes
- Experience with emerging technologies such as IoT, AI, and cloud computing, and their applications in enhancing customer experiences and operational efficiency
- Lead and manage Unified Communications on-call rotations to provide 24/7 support
- Flexibility with some travel as needed
- Performs other duties as appropriate
Skills/Attributes
- Analytical & Strategic Thinking
- Strategic Thinking: Capacity to align technical solutions with various strategic business goals and objectives. Ability to be a strategic thought partner at the intersectionality of technology and the business with senior leaders.
- Analytical Skills: Ability to analyze data and metrics to assess the performance and impact of enterprise technologies.
- Ability to learn how a business operates while continuously building business acumen.
- Technical
- Strong background in contact center call flow design, voice technology platforms, and ITSM practices.
- Security and Compliance: Understanding of security protocols and compliance requirements related to hotel and resort technical operations.
- Troubleshooting and Support: Strong problem-solving skills to diagnose and resolve issues related to enterprise implementations.
- Project Management Skills
- Planning and Execution: Ability to plan, execute, and manage projects, ensuring they are completed on time, within budget while meeting technical and quality requirements.
- Change Management: Experience in managing change within an organization, including training and supporting end users.
- Interpersonal
- Communication: Proven verbal and written communication skills to convey technical concepts to non-technical stakeholders in easy-to-understand ways. Able to contribute ideas that challenge assumptions and thinking.
- Customer Focus: Commitment to a strong customer service orientation to understand and address internal client needs effectively. Ability to build empathy with key stakeholders in the course of their daily work.
- Collaboration: Proven ability to collaborate within the Global Technology organization at all levels, vendors, and Managed Service providers to architect solutions and oversee successful project implementations. Proven experience driving organizational change and leading technology transformations via stakeholder engagement and vendor management.
- Leadership Courage: Ability to influence at all levels, lead, motivate, and inspire team members, driving successful implementation and adoption of group product features and solutions.
- Additional Attributes
- Adaptability: Flexibility to adapt to changing project requirements and organizational dynamics within a matrixed organizational structure.
- Curiosity and Continuous Learning: Commitment to staying updated with the latest technical features, updates, and best practices.
- Coaching and Training: Ability to identify critical learning objectives for user groups and partner with learning program designers in support of developing technical training programs and collateral. Proven ability to deliver both in class and on-line technical training sessions.
- Problem-Solving: Proactive approach to identifying and addressing potential issues before they escalate.
- Attention to Detail: Ensuring accuracy and thoroughness in all aspects of implementation.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
