FLEX Senior Digital Analyst, MDS Case Management

This is a temporary position. The assignment duration is through August 30, 2027. JOB SUMMARY 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. CANDIDATE PROFILE Education and Experience Required

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

CORE WORK ACTIVITIES

Managing Work

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