Experienced Manager of Customer Excellence – Partnership Projects at careerzynith

Join careerzynith, a leading global hospitality company, as we revolutionize human hospitality in a digital world. As a Manager on the Customer Excellence Team, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every guest with whom you interact. Reporting to the Director of Customer Excellence, you will be the primary representative for careerzynith Reservations and Customer Care (RCC) on both internal and corporate projects. The Manager will collaborate with other project managers, owners, and participants to ensure all RCC requirements and timelines are captured and completed.

• *About careerzynith**

careerzynith is proud to be the #1 World's Best Workplace, a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. careerzynith is consistently named among one of the World’s Best Workplaces, and we are committed to offering a comprehensive benefits package, leadership development opportunities, and a diverse and inclusive environment that supports the mental and physical wellbeing of all Team Members.

• *How We Will Support You**

careerzynith is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go careerzynith travel program: 110 nights of discounted travel with room rates as low as $40/night
• careerzynith Shares: Our employee stock purchase program (ESPP) - you can purchase careerzynith shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

• *At careerzynith, We Believe Every Team Member is a Leader**

We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Our goal is to empower Team Members to take ownership of their careers and make a meaningful impact on our business.

• *How You Will Make an Impact**

Your role is important, and below are some of the fundamental job duties that make your work unique:

### Key Responsibilities

• Manage RCC internal and corporate project deliverables using industry-standard project management tools
• Be primary relationship manager for partnerships (internal and external)
• Maintain project tracking tools and documentation to support the intake and oversight of new project requests
• Work with teams to develop comprehensive business cases including approval rationale, budget requirements, implementation criteria, and resource allocation
• Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions
• Study and document standard processes and implement change to improve efficiency
• Be project lead coordinating teams and managing deliverables across multiple workstreams
• Be the RCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to ensure RCC requirements and timelines are defined and met

### How You Will Collaborate With Others

• Partner with Process and Project Analysts to study, document, and implement business and process changes related to partnership programs
• Participate in partner project meetings representing RCC, and document business discussions, outcomes, actions, and risks
• Represent RCC as the subject matter expert and contact for partnerships and internal corporate customer teams
• Bring teams together to document project tasks, assign owners and timelines, and create a project framework for follow-up and execution when the programs are in business as usual
• Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects
• Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation
• Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations
• Support additional RCC, corporate, and technical projects when not engaged in partnership-specific projects

### What Projects You Will Take Ownership Of

• As part of RCC Shared Services, you will be responsible for customer success projects related to internal and external partnerships, brands, and corporate pillar programs
• Time not dedicated to partnership-specific responsibilities will be allocated to supporting other RCC and enterprise-wide projects and operational processes

### WHY YOU'LL BE A GREAT FIT

You Have These Minimum Qualifications:

• Four (4) years of project management, Agile methodology, and business process experience
• Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts
• Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma
• Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports
• Experience collaborating with partner teams and senior leadership to guide strategic initiatives
• Travel less than 10%

It Would Be Useful If You Have:

• Four (4) years of experience in project management or process/project management
• PMP or relevant project management, process, or Agile certification

### What It Is Like Working For careerzynith

careerzynith is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. careerzynith is consistently named among one of the World’s Best Workplaces, and we are committed to offering a comprehensive benefits package, leadership development opportunities, and a diverse and inclusive environment that supports the mental and physical wellbeing of all Team Members.

### Equal Employment Opportunity

careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all Team Members.

### Benefits and Compensation

careerzynith offers a comprehensive benefits package, including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase careerzynith shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit, and our travel discount. The annual salary range for this role is $70,000 - $100,000 and is determined based on applicable and specialized experience and location.

### Work Locations

careerzynith Reservations and Customer Care - Dallas

### Schedule

Full-time

### Brand

careerzynith Corporate

### Shift

Day Job

### Job Level

Manager

### Job

Technology

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply to this exciting opportunity to join the careerzynith team.

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