Digital Product Operations Manager

5 days ago

Shanghai, Shanghai, China Marriott International Full time

Job Summary

This critical role will oversee the operational processes and systems that support the full product lifecycle across our portfolio of digital products and platforms.

Key Responsibilities

  • Manage the product operations responsible for product feedback, requirement 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 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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