FLEX Senior Digital Analyst, MDS Case Management

At Marriott International, the MDS Case Management Team is our centralized operational team within Marriott Digital Services (MDS) responsible for intaking, managing, and executing client requests (“Cases”) tied to MDS programs and digital products. The team serves as the single front door for support and service delivery, ensuring consistent workflows, service levels, and client communication across MDS offerings.

The MDS Case Management team partners with a global vendor network to achieve 24/7 coverage. The FLEX Senior Digital Analyst, MDS Case Management, is responsible for the oversight of vendors working within a designated business area (i.e. Photography Cases). Vendor management responsibilities include maintaining shared technical documentation, conducting training sessions as needed, quality assurance checks on Cases completed, monitoring volumes and turnaround times, etc.

Additionally, the FLEX Senior Digital Analyst, MDS Case Management, is responsible for completing a predetermined percentage of Cases within a designated business area (i.e. 10% of all Photography Cases). This best practice guarantees subject matter expertise remains in-house with MDS and keeps the Senior Digital Analyst apprised of any and all platform updates, new fields, unforeseen bugs, etc.

The FLEX Senior Digital Analyst, MDS Case Management will be expected to work cross-functionality with other MDS Operations team members to ensure successful execution of Cases. The Senior Digital Analyst will also be expected to work with MDS Client Services and Customer Success teams that interface directly with enrolled hotels to meet quality expectations and intake client feedback.

Marriott Digital Services provides hotels with a variety of digital and marketing services, and functions as an agency-like model within the Commercial Performance organization, with close ties to the Global Digital organization., * Remains flexible to evolving priorities, system updates and a fast-paced environment

• Meets challenges with a solution-focused mindset
• Maintains up-to-date technical documentation
• Conducts frequent training sessions to ensure alignment across Case Management and supporting vendors
• Analyzes reports and dashboards to determine how Case execution is performing against expected turnaround times
• Feels empowered to suggest process improvements to increase client satisfaction
• Suggests improvements that will increase speed to market and efficiencies in workflow
• Provides insights on existing tools and new platforms from an operational perspective

Customer Support

• Resolves client concerns by clarifying the route of the issue, clearly explaining the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution
• Contributes to client-facing educational materials (Knowledge Articles)
• Drafts and maintains client-facing email templates with input from Client Services to safeguard clear communication
• Assists clients (hotels) as they navigate the MDS Client Community request forms, as needed
• Resolves customer friction points by suggesting ways to increase efficiencies and streamline client-facing processes

Cross-functional Relationships

• Collaborates and shares knowledge with the MDS SEO department on local SEO channels (Tripadvisor, Google, RioSEO)
• Collaborates and shares knowledge with the MDS Content department on Online Travel Agencies (Bookingcom, Expedia)
• Collaborates and shares knowledge with the MDS Content department on the Marriottcom Hotel Website
• Collaborates and shares knowledge with the MDS Products department on MDS-owned products (Outlet Sites, Calendars)
• Maintains a strong working relationship with MDS Client Services by assisting with their questions in a timely manner
• Partners with enterprise Digital teams to ensure alignment across corporate teams processing similar requests

Vendor Management

• Acts as main point of contact for assigned vendor partners
• Connects regularly with assigned vendor(s) through status calls, workflow alignments, quality assurance checks
• Holds vendors accountable; Provides actionable recommendations for improvement
• Manages participation across Case types in order to meet quality, workflow standards, and SLA expectations
• Onboards and manages new vendors and agencies to bring additional scale and capabilities to MDS

Additional Responsibilities

• Continual education and self-growth through reading industry blogs, white papers, cases studies, research briefs, etc
• Attends relevant industry conferences, training and seminars
• Performs other reasonable duties, such as special projects, as assigned by manager and MDS Leadership Team
• Presents ideas, expectations and information in a concise, organized manner
• Uses problem solving methodology for decision making and follow up
• Maintains positive working relations with peers, department managers, and external teams
• Manages time effectively and conducts activities in an organized manner
• Informs, updates, and provides information to supervisors, co-workers, and subordinates in a timely manner
• Manages 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
• Provides timely, accurate, and detailed status reports as requested

• Bachelor’s degree in Marketing, Communications, Advertising, Business, Hospitality, or related field; or equivalent relevant experience
• 1-2+ years of experience in digital marketing, operations, customer support, project coordination, content management, or related field
• Experience managing multiple priorities in a fast-paced environment
• Experience using business systems, workflow tools, ticketing platforms, or content management systems
• Ability to analyze information and identify operational issues or opportunities for improvement
• Strong written and verbal communication skills with the ability to work across internal teams and external partners
• Ability to document processes and follow established workflows

Preferred

• Experience working with content management systems
• Experience supporting Online Travel Agencies (OTAs)
• Experience supporting hospitality, travel, or digital services organizations
• Experience creating training materials, job aids, or process documentation

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. Marriott Headquarters (HQ) supports a hybrid work environment that helps associates Be Connected. HQ based roles are generally hybrid and require regular in-office presence at the assigned location, including for candidates who live within commuting distance of HQ for a role listed as remote. Remote roles will be clearly identified in the job posting.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.