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Sr. Director, Associate Support
Sr. Director, Associate SupportMarriott Hotels Resorts • Bethesda, Maryland, USA
Sr. Director, Associate Support

Sr. Director, Associate Support

Marriott Hotels Resorts • Bethesda, Maryland, USA
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Description

JOB SUMMARY :

The Senior Director of Associate Experience will lead a newly formed function designed to reinvent how HR supports associates across the enterprise. This role will be responsible for building and managing the associate support governance driving complex processes redesign and managing the associate portal technical infrastructure that power a seamless efficient and human-centered support experience. The ideal candidate is a strategic leader with deep expertise in HR operations service delivery and technology enablementparticularly ServiceNowand is passionate about creating a unified and continuously improving associate experience.

CORE WORK ACTIVITIES :

Strategic Leadership & Vendor Governance

  • Establish and lead the Associate Experience function aligning with broader HR transformation goals.
  • Drive strategic governance frameworks to ensure consistency accountability and quality across associate support channels.

Lead the vendor relationship for the Marriott HR Service Center driving strategic decision making and cost analysis

Oversee the performance and operations of the HR Service Center ensuring high-quality timely and empathetic support. Drive continuous improvement and ensure we are meeting commitments to the organization.

Cross-Functional Collaboration

  • Foster strong partnerships across HR IT Legal Payroll and other functions to deliver a unified support experience.
  • Partner with senior executives department heads and cross-functional teams to identify pain points and co-create solutions
  • Serve as a connector across disciplines to streamline processes and eliminate friction points for associates. Use strategic influence to create connections and shared goals across the enterprise.

    • Technology and Process Measurement & Optimization

  • Own and manage the HR ServiceNow module ensuring it is optimized for usability efficiency and scalability.
  • Experience in driving Process Taxonomy and Process Optimization Scorecard. Leverage these tools to develop and execute a comprehensive process transformation roadmap aligned with organizational goals and digital transformation efforts
  • Identify opportunities to redesign and digitize workflows to improve efficiency scalability and customer experience.
  • Lead the team responsible for driving process efficiencies and automation using insights from ServiceNow and other platforms.
  • Oversee the assessment design and implementation of end-to-end complex business process re-design across multiple business units
  • Conduct process mapping gap analysis and root cause analysis to identify inefficiencies.
  • Promote a culture of continuous improvement and instill agile principles across the team

    • Team Leadership

  • Build and lead a high-performing team focused on associate experience service delivery and process excellence.
  • Develop talent and foster a culture of innovation accountability and continuous learning.

    • YOURE WHO WERE LOOKING FOR IF YOU :

  • Strategic thinker with a bias for action and a passion for improving the employee experience
  • Experienced in complex process redesign
  • Comfortable navigating ambiguity and building new functions from the ground up.
  • Data-driven decision-maker with a strong grasp of operational metrics and KPIs.
  • Collaborative leader who inspires trust and drives alignment across diverse teams.

    • EDUCATION EXPERIENCE REQUIREMENTS

  • 10 years of progressive HR experience including leadership roles in HR operations or shared services.
  • Proven experience managing enterprise platforms including ServiceNow and Co-pilot Studio
  • Strong understanding of HR processes service delivery models and employee experience principles.
  • Demonstrated success in leading cross-functional initiatives and driving change.
  • Excellent communication stakeholder management and analytical skills.
  • Bachelors degree required; Masters degree or relevant certifications preferred.

    • 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

    Program assessment,FDA Regulations,Manufacturing & Controls,Program Evaluation,budget forecast,Research Experience,Operations Management,Research & Development,Strategic Planning,Contract Management,Leadership Experience,negotiation

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

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