Manager, Ignite Operations

Descripción del puesto:

Your Day to Day
* Serve as a primary point of contact for IHG Ignite hotel support, providing timely, accurate, and service-oriented guidance through email and, when needed, one-to-one calls with hotels, owners, operators, and internal colleagues.
* Manage hotel inquiries submitted through the IHG Ignite Inquiry Form and shared support channels, including reviewing requests, researching issues, coordinating with subject-matter experts, and communicating clear resolutions.
* Lead sensitive, urgent, or complex hotel conversations that require thoughtful issue resolution, strategic judgment, or coordination across multiple teams.
* Host and facilitate large-scale IHG Ignite webinars, office hours, and educational sessions for hotels and internal audiences, including preparing presentation content, coordinating speakers, managing live questions, and communicating follow-up resources.
* Develop and maintain hotel-facing and internal educational materials, including webinar presentations, FAQs, program guides, best practices, talking points, and other resources that improve understanding of IHG Ignite.
* Serve as a central point of contact for IHG Ignite communications distributed through official IHG channels, ensuring messaging is accurate, timely, audience appropriate, and aligned across stakeholders.
* Translate complex program information related to participation, billing, reporting, digital marketing channels, and operational processes into clear guidance that hotels and colleagues can readily understand and act upon.
* Manage ongoing IHG Ignite operational processes, including inquiry intake, Salesforce case management, case routing and categorization, opt-in and opt-out logistics, participation tracking, escalation management, and regional support coordination.
* Monitor inquiry volumes, recurring questions, hotel feedback, and support trends to identify opportunities for proactive communications, additional education, improved resources, and operational enhancements.
* Partner with global and regional Paid Media teams, Field Marketing, Salesforce Support, Martech, Data Engineering, Billing, Legal, Communications, hotel-support teams, and external vendors to resolve issues and deliver program initiatives.
* Define and document business requirements for Salesforce enhancements, reporting improvements, workflow automation, support tools, and other technology changes affecting IHG Ignite operations.
* Establish and maintain operating procedures, response templates, support documentation, coverage plans, and escalation paths that promote consistent and efficient service across the IHG Ignite support network.
* Support the planning and execution of program enhancements, pilots, hotel onboarding efforts, participation changes, and other initiatives requiring coordinated operations, education, and communications.
* Represent the hotel and support-team perspective in cross-functional discussions, ensuring that program decisions account for operational feasibility, hotel understanding, and the overall support experience.
* Provide clear status updates, recommendations, risks, and proposed next steps to leadership and key stakeholders.
* Promote a service-oriented team culture that balances strategic problem-solving with timely, accurate, and dependable execution.

What We Need from You
* Bachelor's or Master's degree in Marketing, Communications, Digital Marketing, Hospitality, Business, or an equivalent combination of education and work-related experience.
* Five or more years of progressive experience in marketing operations, digital marketing, hotel support, program management, stakeholder communications, or a related field.
* Demonstrated experience providing direct support to customers, clients, hotels, owners, operators, or other external stakeholders through email and live conversations.
* Strong experience leading webinars, office hours, training sessions, or presentations for large audiences.
* Ability to communicate confidently in a live setting, facilitate audience questions, explain complex topics clearly, and adapt messaging based on audience needs.
* Excellent written communication skills, with experience developing polished, accurate, and audience-specific emails, presentations, FAQs, guidance, and program materials.
* Demonstrated ability to manage sensitive, escalated, or high-impact stakeholder issues with professionalism, sound judgment, and appropriate urgency.
* Experience using Salesforce or another CRM or case-management platform to manage inquiries, workflows, documentation, and reporting.
* Strong project-management and organizational skills, with the ability to manage multiple priorities, stakeholders, and deadlines simultaneously.
* Experience coordinating cross-functional work within a complex, global organization.
* Ability to translate technical, operational, reporting, billing, or marketing information into clear and actionable stakeholder guidance.
* Strong problem-solving skills and the ability to work through ambiguous issues, identify the appropriate stakeholders, and develop practical recommendations.
* Ability to identify themes within stakeholder feedback or inquiry data and translate those insights into communication, education, process, or program improvements.
* Strong attention to detail, accuracy, accountability, and follow-through.
* Working knowledge of digital marketing and performance-marketing concepts is preferred, including paid search, metasearch, sponsored placements, affiliate marketing, campaign reporting, and media performance.
* Ability to maintain a service-oriented mindset while balancing hotel needs, program objectives, operational requirements, and business priorities.

Location
Our hybrid work structure is an expectation of four (4) days a week in the Guadalajara office. This expectation may be adjusted to evolve with the changing needs of the business

Requerimientos del candidato/a:

Your Day to Day
* Serve as a primary point of contact for IHG Ignite hotel support, providing timely, accurate, and service-oriented guidance through email and, when needed, one-to-one calls with hotels, owners, operators, and internal colleagues.
* Manage hotel inquiries submitted through the IHG Ignite Inquiry Form and shared support channels, including reviewing requests, researching issues, coordinating with subject-matter experts, and communicating clear resolutions.
* Lead sensitive, urgent, or complex hotel conversations that require thoughtful issue resolution, strategic judgment, or coordination across multiple teams.
* Host and facilitate large-scale IHG Ignite webinars, office hours, and educational sessions for hotels and internal audiences, including preparing presentation content, coordinating speakers, managing live questions, and communicating follow-up resources.
* Develop and maintain hotel-facing and internal educational materials, including webinar presentations, FAQs, program guides, best practices, talking points, and other resources that improve understanding of IHG Ignite.
* Serve as a central point of contact for IHG Ignite communications distributed through official IHG channels, ensuring messaging is accurate, timely, audience appropriate, and aligned across stakeholders.
* Translate complex program information related to participation, billing, reporting, digital marketing channels, and operational processes into clear guidance that hotels and colleagues can readily understand and act upon.
* Manage ongoing IHG Ignite operational processes, including inquiry intake, Salesforce case management, case routing and categorization, opt-in and opt-out logistics, participation tracking, escalation management, and regional support coordination.
* Monitor inquiry volumes, recurring questions, hotel feedback, and support trends to identify opportunities for proactive communications, additional education, improved resources, and operational enhancements.
* Partner with global and regional Paid Media teams, Field Marketing, Salesforce Support, Martech, Data Engineering, Billing, Legal, Communications, hotel-support teams, and external vendors to resolve issues and deliver program initiatives.
* Define and document business requirements for Salesforce enhancements, reporting improvements, workflow automation, support tools, and other technology changes affecting IHG Ignite operations.
* Establish and maintain operating procedures, response templates, support documentation, coverage plans, and escalation paths that promote consistent and efficient service across the IHG Ignite support network.
* Support the planning and execution of program enhancements, pilots, hotel onboarding efforts, participation changes, and other initiatives requiring coordinated operations, education, and communications.
* Represent the hotel and support-team perspective in cross-functional discussions, ensuring that program decisions account for operational feasibility, hotel understanding, and the overall support experience.
* Provide clear status updates, recommendations, risks, and proposed next steps to leadership and key stakeholders.
* Promote a service-oriented team culture that balances strategic problem-solving with timely, accurate, and dependable execution.

What We Need from You
* Bachelor's or Master's degree in Marketing, Communications, Digital Marketing, Hospitality, Business, or an equivalent combination of education and work-related experience.
* Five or more years of progressive experience in marketing operations, digital marketing, hotel support, program management, stakeholder communications, or a related field.
* Demonstrated experience providing direct support to customers, clients, hotels, owners, operators, or other external stakeholders through email and live conversations.
* Strong experience leading webinars, office hours, training sessions, or presentations for large audiences.
* Ability to communicate confidently in a live setting, facilitate audience questions, explain complex topics clearly, and adapt messaging based on audience needs.
* Excellent written communication skills, with experience developing polished, accurate, and audience-specific emails, presentations, FAQs, guidance, and program materials.
* Demonstrated ability to manage sensitive, escalated, or high-impact stakeholder issues with professionalism, sound judgment, and appropriate urgency.
* Experience using Salesforce or another CRM or case-management platform to manage inquiries, workflows, documentation, and reporting.
* Strong project-management and organizational skills, with the ability to manage multiple priorities, stakeholders, and deadlines simultaneously.
* Experience coordinating cross-functional work within a complex, global organization.
* Ability to translate technical, operational, reporting, billing, or marketing information into clear and actionable stakeholder guidance.
* Strong problem-solving skills and the ability to work through ambiguous issues, identify the appropriate stakeholders, and develop practical recommendations.
* Ability to identify themes within stakeholder feedback or inquiry data and translate those insights into communication, education, process, or program improvements.
* Strong attention to detail, accuracy, accountability, and follow-through.
* Working knowledge of digital marketing and performance-marketing concepts is preferred, including paid search, metasearch, sponsored placements, affiliate marketing, campaign reporting, and media performance.
* Ability to maintain a service-oriented mindset while balancing hotel needs, program objectives, operational requirements, and business priorities.

Location
Our hybrid work structure is an expectation of four (4) days a week in the Guadalajara office. This expectation may be adjusted to evolve with the changing needs of the business