Deliver innovation that’s not just forward-thinking—but human-centered, scalable, and strategically sound.
Deliver innovation that’s not just forward-thinking—but human-centered, scalable, and strategically sound.
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At the core of everything I do is a commitment to innovation through strategic vision—transforming complex challenges into purposeful solutions that create real, lasting impact.
I lead with intention, guided by data, empathy, and a deep understanding of what drives people and performance. Whether building global technology strategies, mentoring future leaders, or advancing inclusive workplace cultures, my focus remains the same.
I’m Kacey Felila Tolua, and I’m honored to share a glimpse into the work, values, and purpose that have guided my journey.
With over 25 years of leadership in customer experience, technology innovation, and team development, I’ve had the privilege of helping global brands grow smarter, more inclusive, and more connected. Currently, I serve as the Senior Director of CEC Technology at Marriott International, where I lead strategic initiatives in automation, infrastructure, and digital transformation.
But beyond the titles and outcomes, my work is rooted in one simple belief:
Innovation Through Strategic Vision
Innovation Through Strategic Vision
That philosophy has shaped not only my corporate contributions, but also my personal calling. Whether I’m mentoring refugee women through the International Rescue Committee, speaking on panels about accessibility and empowerment, or raising my children to lead with courage and kindness, I strive to bring purpose and empathy into every interaction.
This site is a collection of what I care about most—leadership, community, family, and a future driven by equity and innovation.
If you're here to collaborate, learn, or connect, I’m so glad to welcome you.
With gratitude,
Kacey Felila Tolua
Marriott International
October 2019 - Present
Senior Director, CEC Technology - Guest & Associate Experience
(January 2025 - Present)
Strategic leader of Marriott International’s newly expanded CEC Technology organization, overseeing guest and associate experience platforms across CRM, Center of Excellence systems, custom applications, and AI-driven Agent Assist solutions. I lead global product strategy and technology innovation for customer engagement centers—driving revenue growth, fraud mitigation, operational cost savings, and enhanced NPS/CSAT performance. Recognized expert in leading large-scale, global technology implementations.
Senior Director, CEC Technology - Center of Excellence Product and Infrastructure
(July 2023 - December 2024)
Strategic thought leader over technology enablement for all CEC Center of Excellence disciplines (Quality, Business/Speech Analytics, Workforce Management, Knowledge Management, Training, and Operational Efficiencies) as well as the expansion to lead CEC IT Infrastructure for all global Customer Engagement Centers (Contact Centers) for Marriott International positively impacting cost savings, revenue growth, fraud mitigation, and NPS/CSAT.
Senior Director, CEC Technology - Channels and Self-Service Product
(October 2019 - July 2023)
Strategic leader of automation channel technology to connect people through the power of travel and solutions across IVR/Chatbot/Chat/Messaging, Self-service automation, authentication, fraud mitigation, digital revenue, and sales and service.
eBay
May 2007 - March 2019
Senior Technical Product Manager, Global CS Technology Product Solutions & Senior Program Manager
(May 2007 - March 2019)
Senior leader in vital role of implementing eBay’s first state-of-the-art global CRM, Resolution, and Corporate Continuous Improvement programs.
Convergys
2000 - 2007
Corporate Senior Program Manager, Corporate - CMG Continuous Improvement
2000 - 2007
Principal Corporate Lead over International Microsoft and General Motors multi-year vendor certifications for COPC comprehensive performance management system, internal COPC coordinator business consulting, and in initial 9 COPC-certified external auditors worldwide (additional consulting with IBM/Sprint).
Modus Media International
1996 - 2000
Senior Supervisor, Head of Training and Quality
1996 - 2000
Principal Corporate Lead over International Microsoft and General Motors multi-year vendor certifications for COPC comprehensive performance management system, internal COPC coordinator business consulting, and in initial 9 COPC-certified external auditors worldwide (additional consulting with IBM/Sprint).
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