Manager, MDS Case Management

JOB SUMMARY

At Marriott International, the MDS Case Management Team is our centralized operational team within Marriott Digital Services responsible for intaking, managing, and executing client requests (“cases”) tied to MDS programs and digital products. The team serves as the single front door for support and service delivery, ensuring consistent workflows, service levels, and client communication across MDS offerings.

The Manager, MDS Case Management will lead the day-to-day operations behind client requests submitted through the MDS Client Community: monitoring volumes, ensuring on-time delivery, and coordinating training and communications for stakeholders. This position coordinates activities across multiple digital case workstreams to ensure strategies, efficiencies and reporting are implemented according to the team plan to meet hotel needs. The Manager oversees associates handling select case types in-house and a global vendor network providing 24/7 support.

In addition, this role contributes to the strategic roadmap of the department. Responsibilities include partnering with MDS Leaders to identify new opportunities, maintaining a backlog of case enhancements, piloting new channels, establishing tracking and measurement mechanisms, managing projects through completion, and communicating outcomes to stakeholders. This role serves as the primary point of contact for all ongoing and upcoming initiatives processed through the Case Management Team.

The Manager is expected to remain current on MDS Programs and Products, guidelines, best practices, and enterprise initiatives. While maintaining a broad understanding of the business, this individual also serves as a subject matter expert in designated focus areas and regularly liaises with related product, program, and business owners. This position reports to the Director, MDS Case Management.

Marriott Digital Services is an in-house digital services team. MDS provides hotels with a variety of digital and marketing services, and functions as an agency-like model within the Global Digital organization.

CANDIDATE PROFILE 

Education and Experience 

• BS/BA degree in marketing, communications, advertising, or related field.
• 3+ years of relevant work experience (digital marketing, project management, content management, communications, etc.)
• Experience with content management systems, project management platforms, and Excel a plus

CORE WORK ACTIVITIES 

Managing Work, Programs, and Policies 

• Provides people leadership for the Case Management Team, including workload management and performance oversight.
• Develops specific goals and plans to prioritize, organize, and accomplish work for MDS Case Management Team. 
• Project manages and supports short‑term initiatives, ensuring timely execution and alignment with business priorities.
• Creates efficiencies with workflows and resourcing teams / vendors to streamline day-to-day operations.
• Employs a laser focus on scalability and cost recovery when launching new (or revising existing) cases and strategies.   
• Participates in resource staffing activities, contributes to staffing models as needed. 
• Works cross-functionally with other MDS departments as needed to align workflows, deliverables and project roles. 
• Manages the backlog and roadmap for owned vertical and partners closely with Global Digital stakeholders, MDS Operations and MDS Client Services to inform prioritization.
• Works regularly with vendors and agencies to leverage capabilities and extend scale to execute cases.

Ensures effective client and stakeholder communication

• Collects specific information from stakeholders regarding expectations, timelines and training needs. 
• Confirms and aligns project scope through a formal intake process.
• Ensures appropriate documentation is delivered throughout project engagement.
• Monitors the impact of the project versus goals and proactively communicates with stakeholders.
• Continues to add to project backlog based on feedback from clients and stakeholders.
• Develops and informs communication plans to support updates.

Manages deliverables within expected timelines

• Reviews all client deliverables to ensure that they are on strategy and meet quality expectations.
• Establishes digital key performance indicators (KPIs).
• Makes strategic recommendations for additional services/tactics to enhance programs to meet goals.
• Engages in frequent, active engagement with corporate Digital team(s) to ensure alignment, pull-through, and two-way communication about the status, performance, opportunities, and issues related to digital programs and initiatives.

Managing Team 

• Directs relevant project work and priorities of FLEX staffers, contractors, and vendors as needed. 
• Establishes priorities for executing work across all applicable case types and monitors bandwidth of team.
• Monitors the work of contractors and vendor teams to ensure it is completed on time and meets expectations.
• Facilitates hiring activities and new associate onboarding/training as needed. 
• Represents team in resolving situations.
• Manages the flow of questions and directs questions.

Owning Relationships 

• Works cross-functionally with new/existing corporate teams to advance scalability and operational efficiencies.
• Identifies and builds new cross-functional partnerships and relationships with Marriott Digital, Global Operations, and other teams. Builds mutually beneficial relationships to advance scalable solutions for hotels. 
• Serves as a key point of contact between other MDS teams and enterprise Marriott departments.

Project & Process Management

• Manages project workflows and schedules in project management tools (ClickUp, etc.) as needed to reflect needs.
• Proactively reviews project workflows, advances revisions to improve execution efficiency/cost effectiveness. 
• Meets changes to business priorities by determining impacted areas, processes with problem-solution mindset.

Measurement and Accountability 

• Regularly reviews and refines processes and quality of work standards to ensure all projects continue to support overarching Marriott Digital strategies, goals and SLAs.
• Provides analysis and context to educate and inform executive stakeholders on project status and direction. 
• Establishes and maintains complete and up-to-date information to ensure accurate reporting.
• Holds vendors accountable; provides actionable recommendations for change and develops vendor improvement plan should vendor not execute work to MDS standards. 

Vendor Management

• Manages participation across case types in order to meet quality, workflow standards, and SLA expectations. 
• Manages resourcing efficiencies as needed.
• Onboards and manages new vendors and agencies to bring additional scale and capabilities to MDS.

Demonstrating and Applying Discipline Knowledge 

• Serves as MDS subject matter expert to MDS associates, answers questions, trains and supports team as needed. 
• Manages development of training plans and project documentation, partnering with MDS Client Relations team.
• Leads efforts to streamline and create increased efficiencies between teams.     

Additional Responsibilities 

• Continual education and self-growth through reading industry blogs, white papers, cases studies, research briefs, etc. 
• Attends relevant industry conferences, training and seminars.
• Performs other reasonable duties, such as special projects, as assigned by manager and MDS Leadership Team. 
• Presents ideas, expectations and information in a concise, organized manner.
• Uses problem solving methodology for decision making and follow up.
• Maintains positive working relations with direct reports, department managers, and external teams.
• Manages time effectively and conducts activities in an organized manner.
• Informs, updates, and provides information to supervisors, co-workers, and subordinates in a timely manner.
• Manages and implements work and projects as assigned.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Provides timely, accurate, and detailed status reports as requested.

MANAGEMENT COMPETENCIES 

• 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. 

• 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.

• 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.

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

• 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 a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

• Solid working knowledge of and experience in online marketing channels, including but not limited to SEO, paid media, retargeting, merchandising, email marketing, social media marketing and content marketing.
  • Attention to detail, high energy.
  • Project Management skills with the ability to manage multiple projects simultaneously.
  • Strong Client Services approach.
  • Effective presentation skills.
  • Ability to analyze data across multiple reporting sources and create presentations detailing trends, projections, performance, etc.
  • Proficient in Microsoft Office (excel, word, powerpoint)
  • Demonstrates self-confidence, energy and enthusiasm.
  • Effective written and oral communications skills, including presentations.

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

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

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

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

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

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

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 celebrated. Our 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.