Manager, Associate Relations - East Region in Orlando Operations Center at Marriott Vacations Worldwide Call Center

Date Posted: 12/18/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

*Orlando OOC or remote
*Relocation assistance available

Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department objectives. Generally works under limited supervision, but within established guidelines, monitoring the flow of work between own department and others in alignment with business strategies, selecting and developing effective managers and work teams, managing own organization through reliable systems and processes, and producing and analyzing more complex business information to assist in the decision-making process.

Specific Job Summary 

The Manager, Associate Relations will report directly to the corporate HR Associate Relations leader Operations and will provide associate relations support for all associates across the organization. The incumbent contributes a high level of HR generalist knowledge with specialization in Associate Relations. This position will assist site and regional based HR professionals and managers in the preparation and execution of investigations, consult on appropriate outcomes and actions, and liaise with legal on collection of supporting documentation for legal claims. The incumbent will work with considerable independence ensuring associate relations efforts are in alignment with existing policies and practices and in support of business objectives and strategies. The incumbent may be required to travel periodically in the conduct of investigation up to approximately 20 percent of the time.

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 more complex/non-routine business requests with limited to moderate risk.
  • Works to enhance the organization's capabilities through effective staffing and development of others by:
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • hiring for diversity and balance of skills.
    • 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:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  •  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 

  • Coaches and advises management and site and regional HR professionals on work environment issues and policy violations related to disciplinary action.
  • Consults with site and regional HR professional related to associate relations policies and procedures and disciplinary actions.
  • Acts as escalation point for associate relations issues and may substitute for site and regional Human Resources leader.
  • Investigates escalated property or department associate relations issues as assigned, working closely with senior HR leaders to deliver satisfactory resolution.
  • Investigates Guarantee of Fair Treatment and Business Integrity Line calls when requested -- working closely with the relevant HR leaders to deliver satisfactory resolution.
  • Documents investigations, prepares reports and recommendations and ensures secure storage of information.
  • Ensures that outcomes of investigations are appropriately delivered.
  • Generates reports of associate relations investigations periodically including trends for senior HR leaders.
  • Assists corporate and outside counsel in research and preparation of employment lawsuits.
  • Coordinates responses to subpoenas as directed by corporate counsel.
  • May serve as witness in depositions and in law suits as required.

Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience. College degree and/or relevant experience typically required.

Specific Candidate Profile (the education, experience, skills and attributes that are important for this position)


  • Bachelor's degree in human resources or equivalent experience required.


  • Five plus years of progressive HR generalist and associate relations experience required
  • Strong communication and writing skills
  • Strong computer skills


  • Possesses a professional demeanor and has experience collaborating and resolving issues; influences without authority.
  • Is a team player with credibility who works with a high degree of independence.
  • Is results oriented; delivers results under difficult conditions and demonstrates balanced judgment under pressure; persistent-- drives ideas.
  • Develops and maintains effective relationships with a broad group of stakeholders in order to foster trust and influence key decisions.
  • Makes decisions in a timely manner, sometimes with incomplete information.
  • Analyzes and assesses situations to find effective solutions; creative problem solver; engages in fixing the problem; makes decisions using data.
  • Initiates, implements and supports change within the organization; is proactive in removing barriers or accelerating its pace.
  • Comfortable challenging organizational norms and accepted thinking to improve effectiveness.
  • Mediation skills to facilitate a constructive approach to deal with conflict
  • Ability to influence key stakeholders, vendors, and project team members; able to sell ideas persuasively, settling differences and winning concessions without damaging relationships; able to be both direct and forceful while remaining diplomatic.
  • Integrates and balances priorities, work activities and resources for the benefit of multiple key stakeholders.
  • Is an active learner who enhances personal, professional and business growth through new knowledge and experience.\
  • Proven ability to quickly build rapport and trust.
  • High degree of integrity in dealing with sensitive information.
  • Possesses strong organizational skills and ability to manage multiple tasks.
  • Proven ability to maintain a positive attitude at all times.
  • Possesses strong technical skills; intermediate level knowledge of database information systems.
  • Excellent written and verbal communication skills.
  • Strong analytical skills.
  • Proven ability to meet deadlines.
  • Above average computer literacy: strong MS Office skills including Word, Excel and various third-party Payroll Service Provider applications.
  • Above average numerical ability
  • Data entry skills required.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.