Senior Director, CEC Workforce Management

Company: Marriott Hotels Resorts
Location: Bethesda
Posted on: April 2, 2026

Job Description:

Description JOB SUMMARY The Senior Director, Workforce Management, is a leader within the Customer Engagement Centers (CECs), responsible for end ? to ? end workforce optimization, performance management, and operational enablement across a global, multi ? site, multi ? channel contact center environment. The role sets enterprise strategy while ensuring strong execution through disciplined workforce planning, operational rigor, and data ? driven/ UX decision ? making. 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 high ? performing teams. CANDIDATE PROFILE Education & Experience Required Bachelor’s 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 enterprise ? level 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 large ? scale contact center, hospitality, or customer operations Experience leading multi ? channel, multi ? language, 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 real ? time 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 decision ? making Identifies trends, risks, and opportunities impacting service levels, customer experience, and associate performance Ensures consistent, disciplined operating rhythms across regions and sites Cross ? Functional 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.

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