Manager, Digital Product Operations, WeChat

2 weeks ago

Shanghai, Shanghai, China Marriott International Full time

JOB SUMMARY

This key role will oversee the operational processes and systems that support the entire product lifecycle of our range of digital products and platforms.

  • Supervise the product operations responsible for product feedback, requirements intake, planning, maintenance, and end-of-life activities.
  • Develop and implement operational best practices, processes, and tools to streamline product delivery and ongoing operations.
  • Collaborate closely with product management, engineering, and other cross-functional teams to ensure operational readiness and alignment.
  • Drive operational excellence through metrics, reporting, risk management, and continuous process improvement.
  • Identify and resolve operational risks, issues, and bottlenecks across products and services.
  • Ensure operational compliance with regulatory requirements, security policies, and quality standards.

CANDIDATE PROFILE

Education and Experience

Required:

  • 5+ years of experience in product operations, program/project management, PMO, or related technology operations role.
  • Demonstrated ability to lead and manage teams of operations professionals and service provider resources.
  • Robust understanding of software/product development lifecycle, operational processes, and best practices.
  • Superior problem-solving, analytical, process improvement, and governance skills.
  • Outstanding organizational, communication, stakeholder management, and leadership abilities.
  • Experience with agile approach and operational tools/systems for product lifecycle management.
  • Flexibility and adaptability to excel in a fast-paced and dynamic environment, with the ability to prioritize and manage multiple competing priorities.
  • Bachelor's degree in a technical field or project management; PMP or relevant certification preferred.

Preferred:

  • Demonstrated success in leading medium- to large-scale operations initiatives.
  • Experience with and knowledge of digital outsourcing activities in a managed service environment.
  • Proven management experience in product development across waterfall and agile environments.
  • Experience in the hospitality or Food & Beverage industry.
  • Extensive experience in managing and collaborating with diverse global teams.

CORE WORK ACTIVITIES

  • Document platform manuals and training materials, conduct training and workshops, maintain MGS page.
  • Optimize product operation processes to foster team collaboration within cross-functional teams.
  • Enhance processes to govern operational service providers in delivering support within agreed SLAs per SOW.
  • Lead WeChat product intake, PI planning, and product communication.
  • Manage functional and non-functional incident processes, identify root causes, and analyze business impacts.
  • Monitor incident responses and facilitate issue triage with service providers, product teams, and engineering teams.
  • Provide support for product, financial, and SOP inquiries from properties and corporate teams.
  • Assist in updating property platform activation/inactivation status.
  • Manage product and platform accounts for property and corporate team users.
  • Support security, legal, and compliance requests and follow up with necessary actions.
  • Deliver monthly operation reports to summarize all incidents and inquiries.

Marriott International is an equal opportunity employer. We advocate for a diverse workforce and foster an inclusive, people-first culture. We are dedicated to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered by applicable law.

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