This is a temporary position.

JOB SUMMARY

Marriott is transforming its arrivals experience and looking for a Director of Product Management – Guest Access to lead a durable, cross-functional team accountable for the operational side of access controls. This role owns outcomes related to lock reliability, access failure recovery, lock health visibility, vendor accountability, and owner confidence—ensuring digital access scales safely across thousands of properties without increasing operational burden or risk.

Beyond stabilizing today’s access ecosystem, this role is responsible for helping Marriott define, shape, and prove the “lock of the future.” Innovation is treated as disciplined product discovery grounded in real property constraints, owner economics, and operational viability.

The Director ensures that future access capabilities reduce operational complexity, improve reliability and predictability at scale, remain supportable across diverse geographies and vendors, and strengthen security, trust, and owner confidence.

Why This Role Matters

This role ensures Marriott can scale digital access responsibly while defining the lock of the future, where innovation strengthens trust, reduces operational risk, and enables a modern arrival experience across the global portfolio.

CANDIDATE PROFILE Education and Experience

Required

• Bachelor’s degree or equivalent experience/certification
• 8+ years of product management experience with operationally critical or platform systems
• Proven experience leading empowered Agile product teams
• Background in platforms, reliability, observability, or operational tooling
• Ability to balance innovation with execution and risk management
• Experience influencing across Engineering, Operations, Vendors, and Executive stakeholders

Preferred

• Experience in access controls and lock ecosystems

CORE WORK ACTIVITIES Outcomes Owned by This Role

• Operationally reliable and predictable guest access
• Failures that are understandable, diagnosable, and recoverable
• A shift from reactive support to proactive monitoring
• Clear vendor accountability through transparent standards and scorecards
• Sustainable innovation that advances the next generation of access controls

Product Leadership

• Own the problem of space, product strategy, and outcomes for Access Controls as experienced by hotels, associates, and owners.
• Lead a durable, empowered Agile team accountable for business and operational outcomes, not feature delivery.
• Provide clear context and success measures while enabling teams to discover the best solutions.
• Balance guest experience, operational reality, property diversity, and owner risk tolerance.

Operational Reliability & No-Surprises Access

• Own access reliability at scale across registration, delivery, and unlock performance.
• Ensure access failures surface clear, actionable causes to hotel staff.
• Improve diagnostics and recovery paths.
• Partner with Engineering, SRE, Platform, and Security teams on resilience and observability.

Proactive Lock Health & Incident Prevention

• Lead product strategy for lock health telemetry including battery, firmware, and time drift.
• Shift from incident response to prevention by resolving issues pre-arrival.
• Define success metrics tied to preventable failure reduction.

Access Failure Recovery & Supportability

• Design fast, intuitive recovery paths without defaulting guests to the front desk.
• Reduce duplicate work and escalations for associates.
• Treat supportability as a first-class product requirement.

Lock Vendor Strategy, Standards & Accountability

• Own the Lock Vendor Scorecard as a product capability.
• Define standards for performance, telemetry, certification, and incident response.
• Use vendor data to inform rollout, remediation, and enforcement decisions.

Owner Confidence & Transparency

• Provide clear visibility into access performance and failure causes for owners.
• Partner with Risk, Legal, Fraud, and Finance to manage exposure.
• Communicate tradeoffs to build long-term owner trust.

Innovation – Defining the Lock of the Future

• Define a long-term vision for access controls including wallet-native credentials and multi-space access.
• Lead continuous discovery with vendors and properties.
• Turn future-state concepts into incremental, testable pilots.
• Ensure innovation improves reliability, deployability, and supportability.
• Prevent innovation debt by designing certification and operations in day one.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.