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Director, Member Services Products

Posted January 12, 2022

Marriott International
Bethesda, MD
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About This Job

Job Summary

As a member of the Customer Management Products team, the Director, Member Services Products manages a portfolio of work to deliver member Earn benefits driven by the Customer Experience and Loyalty organizations. The Director manages the product roadmap and works with multiple product teams to coordinate and prioritize the delivery of continuous business value. In addition, the role supports initiation of new business opportunities identified by business stakeholders and coordinates across Enterprise Products teams. The role will bridge technical and business worlds to ensure the products are delivered to meet business needs.

The Director is a Loyalty evangelist and subject matter expert and serves as the “go to leader” for timely updates to internal and, where applicable, external customers.  

Candidate Profile

Education And Required Experience
  • 4-year degree from an accredited university, preferably in a technology and business discipline.
  • 8+ years in technology, product management and/or business consulting, demonstrating progressive career growth and patterns of exceptional performance.
  • Understands and able to discuss technology concepts and build consensus by translating between technical and non-technical audiences.
  • Roadmap strategy and definition experience.
  • Demonstrated ability to assess end user/customer needs, creatively approach solutions, and decide and influence appropriate course of action.
  • Experience and success in implementing new business applications with complex technology integration and business process change on time, on budget, and with high client satisfaction.
  • Direct management of cross functional, sourced and matrixed teams.
  • Experience working directly with Architects and Engineers on product enhancements.
  • Experience evaluating trade-offs and leading exploration of new opportunities with technical team members.
  • Direct management of complex budgets in excess of $3M in direct and indirect costs.
  • Experience building business cases to drive investment and resource decisions.
  • Strong organizational skills with demonstrated ability to manage multiple high-complexity efforts and competing priorities.
  • Robust analytical skills, including the ability to analyze data, draw conclusions, develop recommendations and report out.
  • Ability to work through ambiguous and open-ended business requirements and priorities and translate the same into a clear roadmap and definition of success
  • Ability to establish clear communication and storytelling via presentations, key performance metrics, reports and data.
  • Strong interpersonal skills including team player that works well with counterparts from various functions/departments and has the ability to influence the work of counterparts without direct reporting accountability.

Core Work Activities

  • Understand how our business and technology needs are evolving and provide insights and recommendations as you partner  with key stakeholders to identify short-term solves, bridge strategies, and long-term visions for assigned product(s).
  • Gather and detail product requirements from stakeholders across the organization to inform roadmap items; evaluate technical complexity of requirements in order to appropriately prioritize work and manage expectations cross-functionally.
  • Develop and lead the technology roadmap and backlog to implement specific product capabilities, ensuring critical requirements are identified, the best solutions for the end user are delivered every time, and alignment with broader group and portfolio objectives.
  • Advocate for the end user by developing a deep understanding of their needs through feedback and research.
  • Collaborate with cross-functional team members to drive value and develop customer friendly features and enhancements.
  • Provide direction for the technology development, including cost estimation, budget management, scope and delivery strategy definition, and establish milestones/schedules.
  • Work with Sr. Business Analysts to guide them in writing user stories and acceptance test criteria for features and detailed functional & nonfunctional requirements for the engineering teams.
  • Partner with solution architects and software engineers to determine best technical implementation methods as well as a reasonable implementation schedule.
  • Plan delivery, integration & test, and post-launch support for all the elements required in product delivery and operation working with applicable teams.
  • Manage project/scrum teams based upon roadmap(s). Meet regularly with the team(s) to gather work statuses, discuss obstacles, provide advice, guidance, encouragement, and constructive feedback to ensure deliverables are met timely.
  • Maintains high performance levels by attracting, developing and retaining talent, managing performance, building career paths, and aligning performance and rewards to company goals.
  • Contribute to end user support artifacts/information/collateral development including feature/capability descriptions, end user business value stories, etc.
  • Actively drives adoption of Technology operating model changes.
  • Champion excellence in business ethics and integrity, social responsibility, cross-cultural effectiveness, and associate engagement.

This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved.

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.
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About this Employer

Marriott International

10400 Fernwood Rd.
Bethesda, MD 20817

(301) 380-3000

Corporate Office

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What Does it Mean to Be a Marriott International Associate?

It means feeling the power of belonging. We feel it each and every day. It comes from being recognized. It comes from knowing Marriott International sees talent in each of us. And, it comes from working together, as a family, to make our guests feel as much at home as we do. It's why so many of our associates come for a job, but stay for a career.


  • Marriott's managers and leaders take a personal interest in each associate
  • Marriott offers resources and support so associates have what they need to develop to their full potential
  • Marriott is committed to hiring a diverse workforce and sustaining an inclusive culture


  • A work environment that is a "home away from home" for many associates, where co-workers are also friends
  • Service is what sets Marriott apart with our guests, so Marriott associates are empowered to go the extra mile, do the job right, and deliver exceptional guest experiences
  • Working for Marriott gives associates a sense of pride and dignity, where they are empowered to deliver their personal best, every day, for every guest and each other

What Sets Us Apart?

We believe our strength is rooted in our five core values:

  • Putting people first
  • Pursuing excellence
  • Embracing change
  • Acting with integrity, and
  • Serving our world

These values are our legacy and our future. As we pursue our vision of making Marriott the #1 travel company in the world, we never lose sight of our founding principles and our proud heritage. We are constantly innovating and evolving, but we'll always stay true to who we are, because we believe the way we do business is as important as the business we do.