Job Description:
The FLEX Senior Manager, Performance Accountability is part of the Global Operations (GO) organization, where we work to enrich the experience of the stay – creating value for guests and owners while advancing authentic hospitalitywhich is known for taking ideas into implementation across all brands, disciplines, and continents. This role supports the design, delivery, and sustainment of Intent to Recommend (ITR)‑focused tools, resources, and training that help property and above‑property leaders use guestVoice (Qualtrics and Medallia) with QPower to improve guest experiences and on‑strategy performance. The position partners across Global Quality (GQ)Performance Accountability, Continent Operations, Owner & Franchise Services (OFS), platform vendors, and internal stakeholders to ensure that operators can efficiently interpret VOC signals and take action that positively influences Intent toT Recommend. The FLEX Senior Manager creates and curates scalable content (e.g., DLZ modules, job aids, webinars, office hours, toolkits), maintains alignment of guidance across Qualtrics and Medallia platforms and supports adoption through a global SME network and targeted enablement. Specifically, the FLEX Senior Manager will create comprehensive training/educational content for hotel operations leaders, guiding them in utilizing guestVoice and QPower for performance analysis, identifying improvement opportunities, and driving on-property excellence through various written and verbal deliverables. These include detailed job aids, online learning modules, operations playbooks, webinars, and office hours. The Flex Senior Manager will also implement projects that improve the user experience in both the QPower and TrueView platforms. The FLEX Senior Manager plays a critical role in supporting the phased deployment of Qualtrics to hotels and ensuring seamless dual-platform enablement across Qualtrics and Medallia. This position leads efforts to equip property and above-property leaders with tools, platforms, and data-driven insights that enhance the guest experience across two guest experience platforms. The FLEX Senior Manager will develop and maintain training materials and resources as program and stakeholder needs evolve, while supporting the creation and deployment of ITR-focused tools, resources, and learning modules to ensure continuity of performance improvement initiatives during platform migrations. The FLEX Senior Manager also supports global ITR efforts by designing and delivering audience-centric training and communication strategies—such as webinars, DLZ modules, job aids, and executive presentations—to drive awareness, adoption, and knowledge across the suite of platforms and tools. By translating complex training needs into clear, actionable deliverables, this role ensures operational leaders are empowered to leverage evolving quality improvement methodologies and platform capabilities effectively. In addition, this role provides project management and stakeholder coordination for ongoing platform maintenance and enhancements, including vendor implementation, testing, and change management communications for QPower and TrueView. The role extends to special project work across Performance Accountability, collaborating with Continent Operations leaders, Owner Franchise Services (OFS) leaders, Global Operations & discipline leaders, property, and above-property teams, as well as Performance Accountability teams.
