Marriott Careers

Director, Agency Operations

Bethesda, Maryland
Sales and Marketing


Check out pictures from associates at this location, and some videos too!

Posting Date Jan 08, 2019
Job Number 190001XO
Job Category Sales and Marketing
Location Marriott International HQ, Bethesda, Maryland VIEW ON MAP
Brand Corporate
Schedule Full-time
Relocation? No
Position Type Management

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Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?


Oversee streamlined operations across Marriott Creative + Content Marketing—including assessing and implementing systems and/or processes (e.g. project workflow, print purchasing, project trafficking, time accounting, project billing) to advance the efficiency and effectiveness of the department. In partnership with finance, purposefully evolve the in-house agency’s operating practices to improve Marriott Creative + Content Marketing’s organizational effectiveness, implementing strategies and procedures that enable partner satisfaction and sustainability. Manage Production, Traffic and Operations functions. Serve as a key member of the Agency leadership team.




Education and Experience

  • 6+ years work experience, ideally in an advertising or marketing agency with at least three years in an operations-management position focused on workflow processes, quality control, resource management; experience collaborating with a cross-section of functions including account and creative.
  • Experience forecasting and allocating resources as well as overseeing time tracking, billing and general operations within a fast-paced agency environment.
  • Ability to analyze and make recommendations that improve dept. performance, including internal resource allocation and external-vendor negotiation/procurement.
  • Ability to partner effectively with management colleagues to appropriately influence cross-functional team performance and department effectiveness.
  • Working knowledge of agency workflow trafficking as well as print production/fulfillment and vendor management.
  • Independent, driven and proactive individual keen to assume new role and further define contribution to the business
  • Demonstrated success building and/or evolving project management systems and agency workflow processes.
  • Experience with database management, CRM, and fulfillment management.
  • Proven understanding of business planning and financial management—working with VP on the annual budget process
  • Customer oriented with collaborative communication and problem-solving skills; solid organizational skills, detail orientation and a drive to continuously improve.
  • Proficiency with Microsoft Office (Word, Excel and PowerPoint).
  • Bachelor’s degree in business administration or related discipline required. MBA or equivalent work experience

The core accountabilities of this position include:

  • Systems/Processes: Oversight and on-going evaluation and improvement of the systems and processes required to ensure efficient, effective, high-quality execution of a wide variety of creative communications across Marriott Creative + Content Marketing.
  • Resource Planning & Management: Collaborate with functional leaders to continuously review and prioritize existing and forecasted work, ensuring the targeted utilization of full-time and variable resources. Oversee Production, Fulfillment Services, Traffic and Operations functions within the dept.
  • Department Administration: General administration including annual budget and resource planning to ensure a stable, competitive in-house agency offering. Responsible for timely department billings for recoverable departments and reconciliation to open projects.
  • Direct the development and operation of cross-functional systems and processes to enable Marriott Creative + Content Marketing’s success 
  • Ongoing advancement of the practices that will enable workflow efficiency, workforce optimization and financial viability, including but not limited to annual budgeting, dynamic labor forecasting, time accounting, resource utilization, project estimating and billing, project management and workflow trafficking, and vendor assessments and procurement.
  • Collaborate with Vice President and functional leaders within the department to sponsor improvement work by setting expectations, challenging assumptions, clearing obstacles, and securing appropriate resources.
  • Oversight of system that houses the marketing photographic library and the Macintosh-based design studio (13 computer station-closed network system).
  • Assess and enable department project management and labor tracking system enhancements to increase department automation and efficiency.
Resource Planning & Management
  • Actively manage/mentor supervisors and staff within department, ensuring that Marriott performance management requirements are met.
  • Optimize variable labor model to enable the department to scale up and/or down with work load without compromising team performance; partner with Marriott Flex Staffing group to effectively leverage temporary resources in support of business/staffing needs.
  • Track current and forecast planned project work, collaborating with Account Management and Creative Directors to prioritize needs and augment existing staff with outside (flex agency or external agency) resources.
  • Oversee recruitment and retention across Marriott Creative + Content Marketing, working in concert with functional team leaders to ensure a stable-yet-competitive workforce.
  • Oversight of fulfillment-vendor relationship and contractual agreements; maintain strong partnership with internal groups including IR/Marketing Systems and Customer Knowledge in order to leverage and maximize vendor capabilities and deliver innovation to partners.
Department Administration
  • Enhance department reporting and project/client analysis. Assess and manage future upgrade of existing project management and client billing system.
  • Ongoing monitoring and management of the department’s operating budget to enable Agency to meet its annual cost-recovery objective.
  • Day-to-day administration of an annual department operating budget, billings and reconciliations.  
Managing Work, Projects, and Policies
  • Coordinates and implements work and projects as assigned.
  • Generates and provides accurate and timely results in the form of reports, presentations, etc.
  • Analyzes information and evaluates results to choose the best solution and solve problems.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Sets and tracks goal progress for self and others.
  • Monitors the work of others to ensure it is completed on time and meets expectations.
  • Provides direction and assistance to other organizational units’ policies and procedures, and efficient control and utilization of resources.
Leading Team
  • Creates a team environment that encourages accountability, high standards, and innovation.
  • Leads specific team while assisting with meeting or exceeding department goals.
  • Makes sure others understand performance expectations.
  • Ensures that goals are being translated to the team as they relate to tracking and productivity.
  • Creates and nurtures an environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
  • Understands employee and develops plans to address need areas and expand on the strengths.
  • Provides the team with the capabilities needed to meet or exceed expectations.
  • Leads by example demonstrating self-confidence, energy and enthusiasm.
Conducting Human Resources Activities
  • Acts proactively when dealing with employee concerns.
  • Extends professionalism and courtesy to employees at all times.
  • Communicates/updates all goals and results with employees.
  • Meets semiannually with staff on a one-to-one basis.
  • Establishes and maintains open, collaborative relationships with employees.
  • Solicits employee feedback.
  • Interviews job candidates and assists in making hiring decisions.
  • Receives hiring recommendations from team supervisors.
  • Ensures orientations for new team members are thorough and completed in a timely fashion.
  • Observes behaviors of employees and provides feedback to individuals.
Additional Responsibilities
  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
  • Manages group or interpersonal conflict.
  • Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
  • Manages time effectively and conducts activities in an organized manner.
  • Presents ideas, expectations and information in a concise, organized manner.
  • Uses problem solving methodology for decision making and follow up.
  • Performs other reasonable duties as assigned by manager.
Building Relationships
Coworker Relationships
  • Builds credibility with others and encourages strong working relationships.
  • Creates a work environment in which others feel comfortable sharing thoughts and feedback.
  • Shows awareness of how own behavior impacts others and the work environment.
  • Encourages others to work together.
Customer Relationships
  • Models and empowers others to anticipate and respond to customer/stakeholder preferences and feedback.
  • Clearly explains policies in ways that create strong customer/stakeholder relationships.
  • Monitors customer/stakeholder satisfaction and takes appropriate action.
  • Resolves customer/stakeholder issues and concerns raised by others.
Global Mindset
  • Creates an environment where everyone is valued and included.
  • Models and coaches others on representing the Company culture of service, opportunity, respect, and fair treatment.
  • Acts when others are treated unfairly or are not valued and respected for their unique skills.
  • Looks for and uses ideas and opinions from diverse sources.
  • Attracts, develops, and retains a multicultural and multigenerational workforce.
  • Gives all associates the opportunity to achieve their full potential.
  • Organizes activities that promote inclusion.
  • Maintains an awareness of changing customer/stakeholder and associate characteristics.
Generating Talent and Organizational Capability
Organizational Capability
  • Ensures the right jobs are in place to do the work.
  • Looks for ways to better organize work and assign tasks.
  • Continuously improves work processes.
  • Brings together the appropriate mix of associate knowledge and skills to do the job.
  • Models and coaches team on scope of decision‐making authority.
  • Uses meetings and other forums to regularly communicate with team.
Talent Management
  • Reinforces an environment that supports feedback and ongoing development.
  • Models expectations for desired/required acceptable behavior, knowledge, and skill levels.
  • Develops direct reports by identifying needs and partnering on developmental plans.
  • Supports recruitment efforts and builds relationships to attract top talent.
  • Models and coaches others on making effective hiring decisions using available tools and processes.
  • Ensures successful on‐boarding of new talent.
  • Models and coaches others on staying calm and focused during stressful situations.
  • Communicates to others why change is happening and how it impacts their work.
  • Models flexibility when managing multiple demands and changing priorities.
  • Provides resources that help others deal with change and challenges.
  • Adjusts team and own priorities when experiencing change or challenges.
  • Determines how change impacts stakeholders and communicates concerns to leadership.
Communication and Professional Demeanor
  • Clearly presents complex information using different methods.
  • Adapts communication style based on the audience.
  • Demonstrates active listening to ensure understanding.
  • Models and coaches others on appropriately interpreting verbal and non‐verbal behavior.
  • Models and coaches others on displaying professionalism and gaining respect from others.
Problem Solving and Decision Making
  • Identifies issues and makes suggestions to solve complex problems affecting daily work.
  • Models and coaches others on breaking complex issues into manageable parts.
  • Looks for and shares information with others before making a decision.
  • Models and coaches others on identifying and evaluating alternatives and their implications before making decisions.
  • Involves and gains agreement from others when making key decisions.
  • Makes complex decisions and works with others to implement solutions in reasonable amount of time.
Learning and Applying Professional Expertise
Applied Learning
  • Sets own career goals and identifies developmental areas for self and others.
  • Uses resources and challenging assignments to improve performance of self and others.
  • Gathers, shares, and uses information about industry and discipline trends and best practices.
  • Budgets for training to support associate development, as applicable.
  • Coaches and holds others accountable for professional growth.
Business Acumen
  • Ensures others understand how their work impacts property and team performance.
  • Coaches others on the drivers of performance and their impact on key business and property metrics.
  • Shows an understanding of how different customer/stakeholder groups have different revenue potential.
  • Identifies innovative ways to improve, productivity, customer/stakeholder satisfaction, and profitability.
Technical Acumen
  • Maintains advanced technical knowledge and skills and models their use for others.
  • Models and promotes the appropriate use of facilities, equipment, and materials to perform the job.
  • Demonstrates and shares expertise in policies, procedures, and legal requirements.
  • Manages and completes complex technical assignments and coaches others on solving advanced technical issues.
  • Demonstrates and reinforces technical standards and processes to support work requirements.
Managing Execution
Building and Contributing to Teams
  • Promotes teamwork by explaining how each associate supports shared goals.
  • Builds commitment to team goals by explaining how they support department and property success.
  • Works with team members to solve issues and make decisions that impact them.
  • Manages disagreements among team members.
  • Recognizes department, team, and individual achievements.
Driving for Results
  • Creates a team environment that encourages accountability, high standards, and innovation.
  • Makes sure others understand performance expectations.
  • Sets and tracks goal progress for self and others.
  • Monitors the work of others to ensure it is completed on time and meets expectations.
  • Breaks down barriers so team members can accomplish their work.
Planning and Organizing
  • Prioritizes group activities based on importance, urgency, and impact to goals.
  • Manages team workload and delegates assignments appropriately.
  • Ensures team members have the equipment, materials, and other resources needed to accomplish their work.
  • Avoids conflicts when setting project timelines and communicates key milestones and deadlines to others.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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