Digital Product Operations Manager

2 weeks ago

Shanghai, Shanghai, China Marriott International Full time

Job Summary

This role will oversee operational processes and systems for digital products and platforms at Marriott International.

  • Manage product operations for product feedback, requirements, planning, maintenance, and end-of-life activities.
  • Develop and implement operational best practices, processes, and tools to streamline product delivery and ongoing operations.
  • Collaborate with cross-functional teams to ensure operational readiness and alignments.
  • 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.
  • Proven ability to lead and manage teams of operations professionals and service provider resources.
  • Strong understanding of software/product development lifecycle, operational processes, and best practices.
  • Excellent 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 thrive 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 leading medium- to large-scale initiatives operations.
  • 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 hospitality or Food & Beverage industry.
  • Rich experience in managing and working with diverse geographical Global teams.

Core Work Activities

  • Document platform manual guide and training materials, conduct training and workshops, maintain MGS page.
  • Optimize product operation process to engage team collaboration within cross-functional teams.
  • Optimize process to govern operation service providers provide operation support within aligned SLA per SOW.
  • Lead WeChat product in-take, PI planning, product communication.
  • Manage production functional incident/non-functional incident process, identify root cause and analysis business impact.
  • Track incidents response and drive issue triage with service providers, product team and engineering team.
  • Support for product inquiry, finance inquiry, SOP inquiry from properties and corporate teams.
  • Support for property platform active/inactive status update.
  • Product & platform account management for properties and corporate team users.
  • Support for security, legal, and compliance request, follow with required actions.
  • Provide monthly operation report to summarize all incidents and inquiries.

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.

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