The Director of CEC Operations oversees the strategic and day-to-day management of the Marriott Customer Engagement Center, ensuring operational efficiency, high service levels, and alignment with brand standards. This role is responsible for leading teams, improving processes, and driving performance through key performance indicators (KPIs) specific to a call center environment—such as service level, average handling time, conversion rates, and customer satisfaction. Success in this position depends on the ability to balance technology, people management, and data-driven decision-making to deliver exceptional guest experiences and achieve business objectives.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
