Senior Director, CEC Workforce Management

Additional Information Job Number 26039639 Job Category Sales & Marketing Location CEC Headquarters, 7750 Wisconsin Ave, Bethesda, Maryland, United States, 20814VIEW ON MAP (Headquarters, 7750 Wisconsin Ave, Bethesda, Maryland, United States, 20814) Schedule Full Time Located Remotely? Y Position Type Management Pay Range: $145,600-$209,100 annually Bonus Eligible: Y Stock Package: Y Expiration Date: 04/28/2026 JOB SUMMARY The Senior Director, Workforce Management, is a leader within the Customer Engagement Centers (CECs), responsible for endu2011tou2011end workforce optimization, performance management, and operational enablement across a global, multiu2011site, multiu2011channel contact center environment. The role sets enterprise strategy while ensuring strong execution through disciplined workforce planning, operational rigor, and datau2011driven/ UX decisionu2011making. The Senior Director oversees a global team of workforce management and performance capabilities, ensuring the organization can accurately forecast demand, deploy talent effectively, manage intraday performance, and scale operations while maintaining service excellence and cost efficiency. This role partners closely with CEC Operations, HR, Finance, Global Technology, and other enterprise stakeholders to translate business priorities into actionable operating plans. Success in this role requires deep call center operations expertise, strong executive presence, and the ability to lead complex initiatives through influence, structured program management, and the development of highu2011performing teams. CANDIDATE PROFILE Education & Experience Required + Bacheloru2019s degree Business, Operations, Analytics, or related field; or equivalent experience + 10+ years of relevant professional experience in hospitality, call center operations, or related function, demonstrating progressive career growth and pattern of exceptional performance. Education & Experience Preferred + MBA/ Graduate degree + Strong understanding of forecasting, scheduling, intraday management, service level management, and labor optimization + Demonstrated success leading global or enterpriseu2011level functions in complex, matrixed organizations from ideation to execution with consideration for business, policy, and user experience impact along the way + Deep operations experience; with a significant portion in largeu2011scale contact center, hospitality, or customer operations + Experience leading multiu2011channel, multiu2011language, global operations + Expertise in using data and insights to inform business decisions to quickly drive successful outcomes and adeptly pivot to make tradeoffs + Ability to effectively operate at both strategic and execution levels + Strong executive presence + Advanced ability to advise senior leaders and clearly articulate insights, risks, and recommendations + Ability to communicate effectively to a variety of audiences from non-management associates to senior executives + Strong leadership skills to coach associates and build capability across the organization CORE WORK ACTIVITIES Workforce Optimization & Performance Leadership + Establishes and leads the global workforce optimization and performance management strategy for CECs + Ensures accurate forecasting, scheduling, and realu2011time operational management aligned to business demand + Oversees staffing models, capacity planning, and utilization to balance service quality, cost, and scalability Operational Excellence & Decision Support + Translates operational data into actionable insights for leadership decisionu2011making + Identifies trends, risks, and opportunities impacting service levels, customer experience, and associate performance + Ensures consistent, disciplined operating rhythms across regions and sites Crossu2011Functional Partnership + Partners with CEC Operations, HR, Finance, Technology, and other enterprise teams to align workforce strategy with business priorities + Supports enterprise initiatives, change efforts, and new capabilities impacting contact center operations Leadership, Governance & Talent Development + Leads and develops senior managers and functional leaders across workforce and performance disciplines + Establishes clear accountability, governance, and performance expectations + Builds bench strength and future leaders through coaching, feedback, and development planning Continuous Improvement & Scalability + Drives standardization where appropriate while allowing flexibility for regional needs + Champions continuous improvement, innovation, and operational maturity across the CEC network + Ensures the organization is positioned to scale efficiently as business needs evolve _At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._ All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here ( to learn more. Full-time positions also offer coverage for 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 and educational assistance. Washington Applicants Only : Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. Marriott International is the worldu2019s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,u200b begin your purpose, belong to an amazing globalu200b team, and become the best version of you.

Created: 2026-04-02