Director of CEC Operations, Marriott Bonvoy

Marriott Bonvoy

Location:
Mexico, Mexico City

Category:
Call Center

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

Oversee strategic and day-to-day management of Marriott Customer Engagement Center
Ensure operational efficiency and high service levels
Maintain alignment with brand standards
Lead teams and improve processes
Drive performance through key performance indicators
Balance technology, people management, and data-driven decision-making
Deliver exceptional guest experiences
Achieve business objectives

Requirements:

Experience in strategic and day-to-day management of call center operations
Ability to ensure operational efficiency and high service levels
Leadership skills for managing teams
Process improvement capabilities
Data-driven decision-making skills
Experience with call center KPIs (service level, average handling time, conversion rates, customer satisfaction)
Ability to balance technology and people management

What we offer:

Equal opportunity employment
Access to opportunity
Valued and celebrated unique backgrounds
Rich blend of culture, talent, and experiences
Non-discrimination policy
Global team environment
Growth and success opportunities

Additional Information:

Job Posted:
August 20, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Director of CEC Operations