Job Abstract

JOB SUMMARY

The Senior Manager, Change Management and Communications, is a key member of the Business Transformation Office team reporting directly to the Director, Change Management. This role is responsible for creating and executing change management and communications activities and deliverables for Marriott’s various stakeholders, including but not limited to hotel General Managers, hotel associates and above property and continent leaders.

The primary focus of the Transformation Office over the next few years is on designing and delivering what is arguably the most complicated change in the company’s history. This multi-year effort to transform Marriott’s technology and business process ecosystem will enable Marriott to deliver on our vision to become the world’s favorite travel company. The Transformation Office has been established to enable and accelerate these changes through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment.

This role, as part of the Transformation Office, will contribute to building upon our existing expertise and creating the structures and capabilities we need to successfully communicate MGP. This role will partner closely with colleagues throughout the entire Transformation Office – including, but not limited to, PMO, Deployment, XD + Business Process Design, and Continent Engagement. Success in this role requires strong critical thinking skills, strong writings skills, attention to detail, comfort with ambiguity, a proven ability to manage multiple work efforts at the same time, as well as a willingness to be tested on difficult and time-sensitive requests.

Key responsibilities include:

• MGP Change Management Execution: Partnering with the Director and team members both in the BTO and across the Company to develop the change management plan for impacted on-property associates and continent representatives of in scope hotels per community. Then, executing the plan and related deliverables to ensure clear and adequate change communications for the impacted audience.
• MGP Change Communications: Drafting, editing and delivering communications for distribution via multiple media to stakeholders and audience groups from frontline associates to senior leaders, including but not limited to, written GM and hotel associate communications, Weekly Update and weekly MGP comms to Change Champions, website updates, webinar decks and scripts for Office Hours / Continent webinars, video scripts, podcast content, etc.
• Partnering closely with the Deployment, Learning and Continent Engagement teams.

CANDIDATE PROFILE

Education and Experience

• 4-year degree from an accredited university; master’s degree strongly preferred, AND
• 5-7+ years of relevant professional experience in related function that is writing intensive (employee or operations communications, change management, etc.), demonstrating progressive career growth and pattern of exceptional performance
• Strong personal leadership, organizational, relationship-building, and negotiation skills
• Outstanding formal and informal presentation skills
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity
• Excellent written and oral communication skills
• Experience developing clear, concise, and logically written business communications
• Ability to gain a clear understanding of an initiative and represent it to various constituencies across the organization
• Ability to work effectively in a complex, service-intensive, deadline-driven environment
• Ability to work with and influence cross-functional teams in a matrixed organization
• Ability to build strong relationships to leverage information and insights across key groups
• Ability to inspire confidence in senior management and to be recognized for stakeholder engagement, change management and deployment leadership
• Ability to be detailed oriented, while maintaining alignment with broader organization objectives
• Ability to juggle multiple projects and many stakeholders
• Basic project management skills
• Ability to complete deliverables with high quality and up to established standards
• Proficiency with Microsoft Word, Excel and PowerPoint applications

CORE WORK ACTIVITIES

MGP Change Management Plan and Execution:

• Plans and executes the stakeholder and change impact analysis for impacted stakeholder groups
• Partners with the Director and colleagues from the Transformation Office to create and execute a comprehensive change management plan and related deliverables for various stakeholders, primarily focusing on on-property associates
• Executes the change management plan working closely with Continent, Deployment, Learning and other teams to meet defined success measures.
• Develops and distributes required change and deployment deliverables (e.g., presentations, job aids, communications, etc.).

MGP Change Communications:

• Drafts, reviews, and delivers effective communications to various stakeholders, primarily focusing on on-property associates
• Manages the intake of topics and sequencing of communications
• Creates and delivers webinar and office hours content

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
• Reading Comprehension - Understands written sentences and paragraphs in work related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.