FLEX Director - CEC Partner Strategy and Operations

• Serve as the main liaison between Marriott CEC and BPO partners
• Regularly monitor and assess the performance of BPO partners
• Negotiate and establish contracts with BPO providers
• Coordinate the onboarding and training process for new BPO partners
• Oversee the daily operations of outsourced sales and customer service teams
• Analyze data and performance reports to identify trends, challenges, and opportunities
• Ensure BPO teams are delivering top-tier service that aligns with Marriott’s brands
• Collaborate with internal quality assurance teams to conduct regular performance audits
• Work with Senior Management to develop long-term strategic plans for outsourcing partnerships
• Develop and present regular performance reports to Senior leadership
• Manage the BPO budget

• Bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or related field (required)
• 7+ years of experience in operations management, with a focus on outsourcing or BPO management, ideally within the hospitality or customer service industries
• Proven track record of managing and optimizing outsourced partnerships, including contract negotiation, performance monitoring, and continuous improvement
• Strong leadership, communication, and interpersonal skills
• Deep understanding of sales, customer service processes, and the hospitality industry’s unique demands and customer expectations
• Experience with performance management tools, reporting dashboards, and data analysis
• Problem-solving mindset with the ability to manage conflict and implement solutions quickly
• Strong organizational skills, with the ability to manage multiple projects and priorities in a fast-paced, high-pressure environment

• Master’s degree in a relevant field (e.g., MBA)
• Knowledge of CRM software and other customer service-related platforms
• Fluency in multiple languages (preferred in global operations)

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, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, childcare discounts