JOB SUMMARY
This position has responsibility for all Marriott Global Sales and Customer Care contact centers voice network and associated systems for 14 NALO and International engagement center locations, 1200 remote associates and 8 regional group sales offices. The primary responsibility of this leadership position is for the prioritization, planning, engineering and coordination of the network analysis, design, acquisition (including vendor negotiations and terms) and installation of network services (LAN, public & private cloud connectivity, internet and Wi-Fi). Responsible to provide expertise in all aspects of deployment including planning, setup, execution, migrations, provisioning, security, alarming and other operations and maintenance stewardship. This position will be responsible for planning all telecommunications projects, appropriate resourcing and operating within budgetary guidelines.
This position will liaison between Marriott Global Sales & Customer Care and the iT Delivery team (telecommunications) and Xerox Managed Network Services team to ensure that Marriott is leveraging approved network technologies and services to provide unparalleled service to our guests while controlling overall network spend.
As Marriott’s business is global, this individual will be responsible for establishing the network services requirements (both voice and data) in emerging markets such as China, India and Continental Europe. This will require having a thorough understanding of how business is conducted in foreign markets and being able to establish contacts and resources that will ensure our success.
This position is also responsible for evaluating and analyzing emerging technology associated with delivery of voice and customer data, development of future plans and to make recommendations to executive management on the best course of action for Marriott to sustain its competitive advantage in engagement center operations.
SCOPE/BUSINESS CONTEXT/CANDIDATE PROFILE
Scope: This section to be completed ONLY if the position is to be evaluated by Compensation
Scope Measures:
* 10 total team members; 4 direct reports; 6 non-direct reports (Omaha = 5, SLC = 5)
o Telecom Manager (2 = direct reports)
o Sr. Network Analyst (2 = direct reports)
o Sr. Telecom Analyst (3)
o Network Analyst (2)
o Telecom Analyst (1)
* Overall responsibility for network services at 22 Engagement Centers and group sales offices with multiple functions and business units
* This position has control over department budget as well as budgets for 14 Engagement Centers for maintenance contracts and capital required for all network hardware and applications.
* Plans and prioritizes projects of team to accomplish immediate and long term business goals
* Responsible for overall network assessment to ensure customers can access our agents at all time, no capacity issues and that appropriate redundancy exists across each center & office.
* Oversees all aspects of Network Services department
o Installation, maintenance & upgrades of all voice systems (applications and hardware)
o ACD/PBX Support (Communication Manager platform)
§ Administers configurations, adds, moves, changes
§ Software programming (i.e. vectors, trunking, VDNs, etc.)
§ Monitors health of telephony network – alarms, stability, integrity
o Network Administration
§ IP toll-free and IP Flex number setup (currently we have over 8,000 toll free numbers) on SIP trunks
§ Routing logic from network cloud to agent desktop
o Voice services interfaces
§ SIP (Session Manager/SBCs)
§ Intelligent Call Routing administration
§ Voicemail
§ Call Accounting Systems
o Troubleshooting all voice services systems and call center voice networks
o IP Telephony deployment across all centers and offices
o Communication with sites and all levels of management
· This position also serves as consultant/contractor to many other Marriott business units in the area of network services
· On call 24/7 for escalation of outage incidents
· Must be available to do limited travel
Business Context
· 14 NALO and International engagement center locations, 1200 remote associates and 8 regional group sales offices, along with specific departments (ICC, Rewards, Platinum, Elite, Customer Service, Gift Card Fulfillment) and many additional business units (Groups Sales, GSO’s, EBC’s) create an extremely complex environment where it is essential that our network is scoped and designed correctly and attention to detail and understanding of business need is of paramount importance.
· Complex data environment supports our ability to track costs at a detail level (down to property level) for financial tracking and billing purposes. This in turn allows us to set appropriate costs for all brands and types of business (i.e. Resorts, International, Edition, Gaylord, AC & Autograph)
· As we move to a more engagement centric environment, Network Services will play a critical role in our Customer Relationship Strategy by working with key business grups in designing an effective strategy through the appropriate deployment of technology and processes.
Candidate Profile
Experience (/In this section describe the experience needed to perform the position)/
· 8-10 years IP network LAN/WAN experience functioning in various elevated positions of responsibility.
· 5 years’ technical engineering experience.
· 5 years’ experience with carrier voice services. Multiple carrier experience is preferred (AT&T, Verizon, BT, CenturyLink).
· 5 years’ experience on the Avaya ACD/PBX platform in a multi-site environment.
· In-depth knowledge of IP telephony (voice as a real-time application), cloud services, multi-vendor offerings and SIP.
· Knowledge of infrastructure cabling and wiring (punch down blocks and demark point), fiber muxes, Toll-free and DID lines, CO’s, LEC’s, and Long Distance carriers.
· Experience managing managers/exempt employees a plus
· Previous experience installing and upgrading network systems and adjuncts.
· Contact center operations experience a plus
Skills and Knowledge(/In this section describe the basic technical skill requirements and knowledge preferred for the position)/
* Ability to make decisions and solve problems in accordance with diverse and complex procedures requiring interpretation.
* Ability to make decisions based on fact and has real work experience that demonstrates this skill; can choose a course of action amongst options involving uncertainty or risk
* Development of strategy & contribution to business cases in emerging international locations
* Proven project management skills.
* Excellent oral and written communication skills.
* Ability to manage and balance multiple priorities
* Excellent time management skills
* Strong problem solving skills; encourage new innovative solutions when appropriate
* Proven knowledge of intelligent call routing.
* Proven knowledge of ACD (Automatic Call Distributors) hardware and software.
* Proven technical and analytical skills.
* Ability to influence others
* Strong organizational skills
* Effective coaching and development skills
* Financial management skills
* Ability to creatively execute against the strategy and drive results; can originate and invent new processes to maximize revenue and minimize costs
* Ability to take constructive action without relying on direction from others
* Ability to exercise flexibility, rather than rigid adherence to procedures, to accomplish goals
* Strong consensus building skills
* Effective negotiation skills
* Effective conflict management skills
* Ability to develop and maintain relationships
* Ability to communicate effectively and professionally at all levels of the organization
* Ability to effectively manage labor productivity
* Strategic planning skills
* Ability to evaluate business trends, determine applicability and modify business strategy accordingly
* Effective change management skills
* Strong associate relations skills
* Established affirmative and effective relationships with customers and vendors.
* Procurement experience with network equipment and services
Education or Certification(/In this section list the education and/or certification preferred or required for the position)/
· Four year college degree or equivalent work experience
Leadership Competencies
Attach the Leadership Competencies template that corresponds to the career band for the position.
BUSINESS RESULTS
Balanced Scorecard Results: Develops strategies and executes activities to drive financial results, guest satisfaction, human capital index and market share.
For each of the following functions describe the expected business results.
· Operations: focuses team on achieving goals of efficiency and organization of network to capitalize on changing demands that in turn minimizes costs for Marriott and our owners
· Guest Satisfaction Organizes plan to achieve network goals of timely answering customer calls that will preserve Marriott’s status as the premier lodging company focused on our guests
· Human Resources Supports the hiring, development and retention of a diverse hourly and management workforce to generate revenue and provide sales expertise to the properties. Creates and sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.
Technical Expertise/(Learning and Applying Personal Expertise)/
The following are specific responsibilities and contributions critical to achieving the expected business results:
· Provides functional expertise within department
· Maximizes efficiency by understanding business needs and coaching staff to execute against goals
· Works with Senior leadership to develop and implement international standards
· Interview and hires associates with appropriate skills to meet the business needs
· Oversees training of all new associates to ensure that each candidate can successfully perform their duties
· Communicates performance expectations in accordance with job description and monitors progress
· Administers performance appraisals for direct reports
· Recognizes contributions of team members
· Establishes and maintains collaborative relationships with associates and peers and ensures that associates do the same
· Manages progressive discipline and ensures that policies are administered fairly and consistently
· Ensures regular on-going communication is happening in all areas of responsibility to create awareness and set expectations
· Creates and communicates a business unit and departmental vision and direction and lead department consistent with these goals.
· Communication is essential and it will be imperative to this end to conduct regular meetings with the geographically separated teams & direct reports as well as recurring 1-on-1 development meetings to foster open communication, a sense of trust and teamwork and an empowered workforce.
· Responsible for the direction, engineering, purchasing, billing, operations and management of all voice systems and adjuncts associated voice and data circuits, devices and supplemental equipment.
· Responsible for operations, strategic and financial planning, for the overall direction of the key technologies for Global Sales & Customer Care (GS&CC) voice systems.
· Responsible for coordination, planning and execution of hardware installations, upgrades, maintenance as well as monitoring infrastructure capacity and redundancy.
· Responsible for working with corporate Marketing on promotions and special toll free number assignment.
· Communicate with senior level management to assist in problem resolutions and future direction. Attend departmental and inter-departmental meetings to identify and anticipate voice services needs.
· Manage day-to-day operations of the Network Services department personnel to include hiring, team integration, motivation, direction, individual assessment and training.
· Responsible for ensuring that the evaluation of network performance statistics and vendor offerings is performed, data is properly analyzed, and recommendations for network modifications and purchases are developed and implemented. Review, evaluate and repair network failures to ensure satisfactory resolution.
· Responsible for ensuring the cost effectiveness and efficiency of the design, engineering, implementation and maintenance of voice-devices and services, and voice data integration.
· Responsible for budgeting and managing expenditures for GS&CC Network Services, including all software and hardware contracts.
· Develop and maintain an audit system for all centers’ telephone bills to ensure accurate billings specifically related to usage and rates.
· Each associate is expected to carry out all reasonable requests by management that the associate is capable of performing.
· Performs other duties as assigned to meet business needs.
Marriott International offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 18 brands you'll find us in your neighborhood and in more than 74 countries across the globe. Find Your World™ at Marriott.
**Job:** **Reservations Sales*
**Organization:** **Corporate*
**Title:** *Director, Engagement Center Network Services*
**Location:** *NE-Omaha-Omaha Gbl Sls%26Ctmr Care Campus*
**Requisition ID:** *15000Y4V*