Application Support Manager, DGE Mobile SD

Job description

JOB SUMMARY: Manages a technical team of service providers and support staff to provide support to properties using the Digital Guest Experiences (DGE) products including but not limited to Mobile Key, Mobile Check-In, Mobile Dining and GXP. Develops and adheres to key performance indicators and resource plans, by researching and implementing best practices to provide cost effective support, to improve customer satisfaction and achieve leadership goals. Acts as a point of escalation for all issues pertaining to staff, customer, and application platform performance. Collaborate effectively with business partners, customers, service providers and suppliers of IT products to create and deliver support services that meet or exceed the needs of the business for cost, quality and customer engagement. Responsible for the development of staff skills and capabilities from new-hire onboarding through ongoing job training and development. Updates and schedules regular performance using metrics and other data available to achieve continuous improvement and increase individual and team performance. Validates that call resolution processes from initial contact to resolution for supported Marriot...