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Senior Director of Associate Experience

https://www.marriott.com Logo

Marriott Bonvoy

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Location:
United States , Bethesda

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

147000.00 - 256300.00 USD / Year
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Job Description:

The Senior Director of Associate Experience will lead a newly formed function designed to reinvent how HR supports associates across the enterprise. This role will be responsible for building and managing the associate support governance, driving complex processes redesign, and managing the associate portal technical infrastructure that power a seamless, efficient, and human-centered support experience.

Job Responsibility:

  • Establish and lead the Associate Experience function, aligning with broader HR transformation goals
  • Drive strategic governance frameworks to ensure consistency, accountability, and quality across associate support channels
  • Lead the vendor relationship for the Marriott HR Service Center, driving strategic decision making and cost analysis
  • Oversee the performance and operations of the HR Service Center, ensuring high-quality, timely, and empathetic support
  • Foster strong partnerships across HR, IT, Legal, Payroll, and other functions to deliver a unified support experience
  • Partner with senior executives, department heads, and cross-functional teams to identify pain points and co-create solutions
  • Serve as a connector across disciplines to streamline processes and eliminate friction points for associates
  • Own and manage the HR ServiceNow module, ensuring it is optimized for usability, efficiency, and scalability
  • Experience in driving Process Taxonomy and Process Optimization Scorecard
  • Identify opportunities to redesign and digitize workflows to improve efficiency, scalability, and customer experience
  • Lead the team responsible for driving process efficiencies and automation using insights from ServiceNow and other platforms
  • Oversee the assessment, design, and implementation of end-to-end complex business process re-design across multiple business units
  • Conduct process mapping, gap analysis, and root cause analysis to identify inefficiencies
  • Promote a culture of continuous improvement and instill agile principles across the team
  • Build and lead a high-performing team focused on associate experience, service delivery, and process excellence
  • Develop talent and foster a culture of innovation, accountability, and continuous learning

Requirements:

  • 10+ years of progressive HR experience, including leadership roles in HR operations or shared services
  • Proven experience managing enterprise platforms, including ServiceNow and Co-pilot Studio
  • Strong understanding of HR processes, service delivery models, and employee experience principles
  • Demonstrated success in leading cross-functional initiatives and driving change
  • Excellent communication, stakeholder management, and analytical skills
  • Bachelor’s degree required
  • Master’s degree or relevant certifications preferred
  • Strategic thinker with a bias for action and a passion for improving the employee experience
  • Experienced in complex process redesign
  • Comfortable navigating ambiguity and building new functions from the ground up
  • Data-driven decision-maker with a strong grasp of operational metrics and KPIs
  • Collaborative leader who inspires trust and drives alignment across diverse teams
What we offer:
  • 401(k) plan
  • stock purchase plan
  • discounts at Marriott properties
  • commuter benefits
  • employee assistance plan
  • childcare discounts
  • medical coverage
  • dental coverage
  • vision coverage
  • health care flexible spending account
  • dependent care flexible spending account
  • life insurance
  • disability insurance
  • accident insurance
  • adoption expense reimbursements
  • paid parental leave
  • educational assistance
  • paid sick leave
  • paid time off
  • minimum of 9 holidays annually

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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