JOB SUMMARY
Responsible for analyzing and implementing strategies to achieve business requirements. The eCommerce Support Manager is responsible for developing, implementing, and maintaining tools and analysis to improve operational performance. As requested by senior management, this position will undertake special projects and analyses. Supports an environment which promotes service excellence, ensures associate engagement, and focuses on enhancing the guest experience. Ensures department goals are achieved through proactive management processes. Coordinates major initiatives, deliverables and contributes to the strategic direction of work teams.
CORE WORK ACTIVITIES
Providing Exceptional Customer Service
• Coordinates hiring efforts including recruitment, hiring, and associate support within Customer Care & Channel Support. This includes new hire and hourly promoted positions.
• Modifies specific processes to improve customer satisfaction.
• Breaks down barriers within the department/property to provide superior customer service.
• Supports Customer associates
• Provides technical expertise and communicates information with other Centers/Business Units to ensure successful coordination of service methods.
• Considers the impact on the customer when taking action or setting policies.
Managing the eCommerce Support Team
• Acts as facilitator and advisor to department service teams and problem solving teams, ensuring the training and completion of objectives.
• Actively identifies opportunities to develop members of their work teams on new technology and software, as well as, supports their professional development.
• Participates in project updates during the weekly conference call with the eCommerce team.
• Supervises daily eCommerce Support operations and ensures compliance with all policies, standards and procedures.
• Facilitates department and team meetings to disseminate new policies and procedures.
• Oversees eCommerce Support team of 14 Marriott.com Content Management Specialists and 10 Marriott.com Visual Quality Assurance Analysts
• Ensures that regular, ongoing communication is happening within the eCommerce Support department. Ensure staff is kept informed regarding new company initiatives, promotions, enhancements, Marriott.com releases, policies, etc. Continually communicates a clear and consistent message regarding departmental goals to produce desired results.
• Manages tasks assignments for field support team
• Manages personnel related activities of the Content Management & Visual QA team including completion of performance evaluations, coaching, documenting, disciplinary action, monitoring attendance, etc.
• Leads associate communication efforts, ensuring successful communication of procedural and service issues.
• Creates Personal Development Plans (PDP’s) with team members to enhance their individual performance and job satisfaction.
Supporting Profitability and Revenue Goals
• Monitors service levels, supports initiatives and achieves department goals established for all Marriott Brands by all channels.
• Prepares for anticipated changes due to trends in theory and practices in one’s professional discipline.
• Examines trends in volume; adjusts department staffing and schedules as necessary to meet service level requirements.
• Reviews staffing levels to ensure that project deadlines, operational needs and financial objectives are met.
• Ensures the department achieves our budgeted goals and makes recommendations for changes and cost saving opportunities.
Supporting Human Resources Activities
• Promotes associate engagement by conducting regular stay interviews/rap sessions with associates.
• Verifies incentive qualifiers eligibility and submits to Payroll each period.
• Applies new developments to improve organizational performance or service.
• Supports the Management Development Readiness Program (MDRP).
• Develops department policies to support process changes and initiatives.
Additional Responsibilities
• Manages the communication of trends via prepared reports to the appropriate personnel, as well as corporate headquarters and other service centers.
• Provides support for escalated support needs via telephone and email and ensures proper resolution of each, including direct contact with stakeholders when necessary. Effectively responds to and handles problems and complaints.
• Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing.
