✦ Luna Orbit — Product Management

FLEX Senior Product Owner

at Marriott International

📍 Bethesda, MD, United States Hybrid Posted March 18, 2026
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Position Details

Type Full-Time
Experience senior
Exp. Years 5+ years
Education Not specified
Category Product Management

About this role

This role manages the strategy, roadmap, and delivery of guest-facing and associate-facing service capabilities, focusing on Salesforce and contact center technology to improve guest satisfaction and operational efficiency.

Key Responsibilities

  • Define product vision
  • Lead large-scale implementations
  • Manage omnichannel workflows
  • Collaborate with stakeholders
  • Improve guest satisfaction

Technical Overview

The technical scope includes Salesforce Service Cloud, contact center platforms, telephony/CTI integrations, and omnichannel service workflows, with an emphasis on enterprise-scale implementation and customer metrics.

Ideal Candidate

The ideal candidate is a senior product owner with extensive experience managing Salesforce-based contact center solutions, leading large-scale enterprise implementations, and improving customer satisfaction metrics. Strong leadership and cross-functional collaboration skills are essential.

Must-Have Skills

Experience leading enterprise implementationsSalesforce (Service Cloud)Call center/contact center technologyCustomer experience improvementProduct roadmap developmentStakeholder management

Nice-to-Have Skills

Knowledge of loyalty programsExperience with telephony/CTIOperational readinessMeasurable improvements in guest satisfactionAgent productivity enhancement

Tools & Platforms

SalesforceService CloudContact Center PlatformsTelephony/CTICall Center Tools

Required Skills

product ownersalesforcecall centercontact centeromnichannelcustomer experienceroadmapstakeholder managementagilerelease planningtelephonyCTIcustomer satisfactionNPSCSATAHTenterprise implementation

Hard Skills

Product OwnershipSalesforceCall Center OperationsContact Center TechnologyOmnichannel ServiceCustomer ExperienceRoadmap PlanningStakeholder CommunicationAgile MethodologyBacklog PrioritizationRelease PlanningCall Center ToolsTelephony/CTICustomer Satisfaction MetricsNPSCSATAHT

Soft Skills

LeadershipCommunicationCross-functional CollaborationStrategic ThinkingOperational Excellence

Industry & Role

Industry Hospitality / SaaS / Customer Service
Job Function Manage guest service product strategy and delivery
Role Subtype Product Management
Tech Domains Salesforce, Contact Center Technology, Telephony

Keywords for Your Resume

product ownersalesforcecall centercontact centeromnichannelcustomer experienceroadmapstakeholder managementagilerelease planningtelephonyCTIcustomer satisfactionNPSCSATAHTenterprise implementation

Deal Breakers

Lack of experience with Salesforce or contact center technology, No enterprise implementation background, Insufficient experience in customer experience improvement, Less than 5 years of relevant experience

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