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FLEX Senior Product Owner

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Marriott Bonvoy

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Location:
United States , Bethesda

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

48.26 - 78.94 USD / Hour
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Job Description:

The Empower Guest Services Product Owner owns the strategy, roadmap, and delivery of capabilities that power guest-facing and associate-facing service experiences—spanning Salesforce, call center operations/technology, and loyalty. This role is accountable for translating business outcomes into product increments, prioritizing backlogs, and leading cross-functional delivery to modernize and scale guest services workflows. A key emphasis of this position is proven experience leading large-scale, enterprise implementations that integrate Salesforce (Service Cloud and related ecosystems) with contact center platforms, telephony/CTI, knowledge, and loyalty programs, while ensuring operational readiness and measurable improvements to guest satisfaction and agent productivity.

Job Responsibility:

  • Define and communicate the product vision for Guest Services Enablement (Empower) aligned to guest experience, service performance, and loyalty growth objectives
  • Create and maintain a multi-quarter roadmap that balances platform modernization, new capability delivery, technical debt, and operational excellence
  • Establish success metrics (e.g., CSAT/NPS, First Contact Resolution, AHT, agent adoption, deflection, loyalty enrollment/retention uplift) and ensure product decisions are outcomes-driven
  • Lead large-scale, multi-workstream initiatives integrating Salesforce, call center/contact center technology, and loyalty systems—from discovery through rollout and hypercare
  • Drive end-to-end delivery across distributed teams (engineering, CRM admin/dev, architecture, QA, security, data, operations, training, and vendors)
  • Coordinate dependencies across enterprise systems (identity, customer profile, case management, reservations/property systems if applicable, data/analytics, marketing, and loyalty)
  • Own release planning and sequencing, including phased rollouts, cutover strategies, and risk mitigation for business continuity
  • Own Salesforce-centric capabilities including case intake, routing, agent workspace/console design, omni-channel workflows, macros, automation, knowledge, and reporting
  • Partner with architects to ensure scalable patterns: integrations, data model alignment, security/role design, and environment strategy
  • Ensure Salesforce enhancements support contact center needs: agent efficiency, guided workflows, quality management, and consistent guest data
  • Define requirements and user stories for omnichannel service (voice, chat, email, messaging, social) and agent tools
  • Collaborate with contact center leaders on workforce implications, call flows/IVR, routing, escalation processes, and quality/QA feedback loops
  • Ensure effective integration with CTI/telephony, screen pops, interaction logging, and end-to-end reporting
  • Ensure guest services workflows incorporate loyalty recognition, tier benefits, point redemption/adjustments, member identity resolution, and service recovery
  • Partner with loyalty stakeholders to support member lifecycle journeys and consistent policy enforcement while improving guest personalization
  • Serve as the primary product interface for Guest Services leadership, loyalty teams, CRM/IT, and operations
  • Lead UAT strategy, user readiness, training requirements, and communications to ensure adoption across call center sites and teams
  • Create artifacts that enable alignment: product briefs, business cases, OKRs, release notes, and process maps
  • Ensure solutions meet privacy and security requirements (e.g., PCI/PII considerations), auditability, and operational controls
  • Define acceptance criteria, quality gates, and ensure telemetry/monitoring is built into releases

Requirements:

  • 8+ years in product ownership/product management, business systems leadership, or digital transformation roles supporting service operations
  • Demonstrated experience leading a large-scale Salesforce program (Service Cloud strongly preferred) that included: Multiple workstreams and enterprise integrations
  • Phased rollouts across teams/sites
  • Organizational change management and operational readiness
  • Strong call center/contact center domain experience, including agent workflows, case management, routing, telephony/CTI integration, and service performance metrics
  • Loyalty program experience (hospitality, travel, retail, financial services, or similar), including member identity, tiering, benefits, and service recovery scenarios
  • Proven ability to translate complex business needs into epics, features, user stories, and prioritized backlogs with clear acceptance criteria
  • Experience partnering with engineering, architecture, and operations to deliver resilient, scalable solutions
  • Excellent stakeholder management and communication skills
  • comfortable influencing senior leaders and facilitating decision-making

Nice to have:

  • Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant, Platform App Builder, or related)
  • Experience with contact center platforms (e.g., Genesys, Amazon Connect, NICE, Five9, Avaya) and/or workforce/quality tools
  • Knowledge management and self-service experience (customer portals, chatbots, deflection strategies)
  • Data/analytics experience: KPI design, dashboards, interaction analytics, and voice-of-customer insights
  • Experience in hospitality/travel guest operations, including service recovery and high-volume seasonal patterns
What we offer:
  • 401(k) plan
  • stock purchase plan
  • discounts at Marriott properties
  • commuter benefits
  • employee assistance plan
  • childcare discounts
  • medical, dental, vision coverage
  • health care flexible spending account
  • dependent care flexible spending account
  • life insurance
  • disability insurance
  • accident insurance
  • adoption expense reimbursements
  • paid parental leave
  • paid sick leave
  • PTO
  • holidays

Additional Information:

Job Posted:
April 23, 2026

Expiration:
April 29, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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