Job DescriptionJOB SUMMARYThe Senior Manager, CEC Partner Management is responsible for supporting the day-to-day operations of Customer Engagement Center (CEC) external partners (BPOs). This role works to ensure consistent delivery of high quality, brand aligned customer engagement services. The Senior Manager is accountable for partner performance, operational effectiveness, and alignment with workforce, quality, technology, training, communications, and financial requirements across regions. This role reports to the Director, CEC Partner Management and Global Footprint.
CANDIDATE PROFILEEducation and Experience Required- Bachelor's degree in Business Administration, Hospitality Management, or a related field.
- 6+ years of progressive experience in Hospitality, Contact Center Operations, Outsourcing, BPO management, or Global Service Delivery.
- Experience working across multiple regions and time zones.
- Strong leadership, communication, project management, and interpersonal skills, with the ability to partner cross-functional teams and work with external vendors
- Experience managing third party partners, contracts, and service levels.
- Experience with performance management tools, reporting dashboards, and data analysis to drive decision-making.
- Understanding sales, customer service processes, and the hospitality industry's unique demands and customer expectations.
- Problem-solving and adaptable mindset with the ability to seek resolution and implement solutions quickly.
CORE WORK ACTIVITIESExternal Partner Strategy & Performance Management- Monitor partner performance against contractual KPIs, SLAs, quality standards, and customer experience expectations.
- Research and identify performance risks and gaps, drive corrective action plans, and escalate issues as appropriate.
- Support contract lifecycle activities, including new agreements, renewals, extensions, and amendments, in partnership with Legal, Finance, and Workforce Management.
- Support the delivery of regular partner performance reporting and insights to senior leadership.
Partner Operations & Workforce Coordination- Supports the operational execution of outsourced sales and customer service teams, ensuring adherence to schedules, staffing plans, and workforce requirements.
- Partner closely with Workforce Management to support staffing decisions, adherence monitoring, and workforce changes across partners.
- Coordinate provisioning, system access, onboarding, and offboarding activities in partnership with Global Technology, Security, and Operations teams.
- Ensure partners are prepared for service changes, volume shifts, and new capability launches.
- Support consistent operational practices and issue resolution across partners and regions.
Quality, Training & Customer Experience Oversight- Ensure external partners deliver customer experiences aligned with Marriott brand standards and service expectations.
- Partner with Quality Assurance teams to support calibration and quality improvement initiatives.
- Coordinate with Training teams to ensure required training, certifications, and compliance across partner workforces.
Stakeholder Partnership & Governance Execution- Provides support to recurring partner reviews, operational forums, and business updates to ensure transparency, alignment, and issue resolution.
- Support governance rhythms that reinforce performance accountability, operational discipline, and informed decision making.
- Ensure consistent communication protocols and information flow between Marriott and external partners.
All positions offer a 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. Click here to learn more.
Full-time positions also 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 and educational assistance.
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
