Manager, MDS Case Management

Job description

JOB SUMMARY: At Marriott International, the MDS Case Management Team is our centralized operational team within Marriott Digital Services 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 Manager, MDS Case Management will lead the day-to-day operations behind client requests submitted through the MDS Client Community: monitoring volumes, ensuring on-time delivery, and coordinating training and communications for stakeholders. This position coordinates activities across multiple digital case workstreams to ensure strategies, efficiencies and reporting are implemented according to the team plan to meet hotel needs. The Manager oversees associates handling select case types in-house and a global vendor network providing 24/7 support. In addition, this role contributes to the strategic roadmap of the department. Responsibilities include partnering with MDS Leaders to identify new opportunities, maintaining a backlog of case enhancements, piloting n...