**Expected Contributions** + Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones. + Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization. + Works to enhance the organization’s capabilities through effective staffing and development of others by: + using appropriate MVW interviewing tools to hire the best associates available. + setting and maintaining high standards for team and individual performance. + providing timely coaching and feedback. + making and rewarding distinctions in performance. + Assists more senior associates in achieving business results by: + acting in a consultative fashion to implement programs impacting the broader organization. + assisting in the development and communication of broader organizational goals. + achieving results against budget within scope of responsibility. + taking calculated risks to move the department or team forward. + developing and using systems to organize and keep track of information. + balancing the interests of own group with the interests of the organization. + working with others to identify and remove barriers to success. + Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge. + Performs other duties as appropriate. **Specific Expected Contributions** May include but not limited to: + Support the Customer Advocacy strategy through ongoing project management, project tracking and project execution in order to meet overall team objectives. + Develop new strategies for Customer Advocacy in support of the business goals + Assist in development and roll-out of the Service Recovery module + Maintain database of associates who have completed Service Recovery training and oversee ongoing updates and fulfillment of program components + Conduct and maintain quality audits to ensure compliance with outlined standards. + Provide ongoing analysis of quality audit results and track performance against other scorecard measures. + Maintain ongoing measures for Customer Advocacy scorecard and create tracking process for individual scorecard components. + Contribute to the development of new programs and projects in support of the Customer Advocacy strategy. + Ensure proper training and tracking of customer contacts on MVW Issue Tracking Systems. **Generic Candidate Profile** Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows: Generally, a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations as well as associate management experience. College degree and/or relevant experience generally required. Education + A four-year college degree preferred or equivalent work experience. Experience + 7-10 years of experience in a customer service operation. At least 2 years of experience with Marriott Vacations Worldwide (MVW) preferred. Skills and Attributes + Ability to work alone and make decisions independent of daily supervision. + Strong customer service focus and skills with previous experience in proactive techniques. + Good time management skills. + Highly developed problem-solving skills. + Mature professional attitude with good interactive personal skills. + Detail-oriented; strives for excellence in all assignments. + Professional demeanor and appearance. + Excellent organizational skills in order to manage multiple task/priorities simultaneously. + Excellent verbal and written communication skills. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture