FLEX Manager, Command Center Operations

JOB SUMMARY 

The Manager, Command Center Operations will support the Global Command Center in the execution of the overall operating model for The Power of M transformation. The Power of M is a multi-year effort to transform Marriott’s technology and business process ecosystem, evolving it to deliver on our vision to become the world’s favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning, program management, change management, experience and business process design, continent coordination, and deployment. As part of the BTO and aligned with the Global Command Center, this leadership role will serve as part of a rapid-response team designed to quickly address challenges that arise during go-live (cutover) events as well as respond to tickets related to BTO deployments.

As a member of the Global Command Center team, this role collaborates closely with the Deployment team before, during and after cutover events. As a partner to the Deployment Run of Show team, the Manager, Command Center Operations will be a critical member of the global command center, assistant in direct-to-property communications and other time-sensitive demands. Additionally, in collaboration with the Deployment Support team, this role will assist in the necessary tasks of actioning support tickets as well as escalating as required to ensure continuity of operation for deploying hotels.

This position is available for remote work. 

Expected Contributions 

• The Manager, Command Center Operations, will require shift availability to cover a 24-hour command center during cutover periods including weekends and overnights.
• Call properties if they are overdue or at risk on required tasks that could jeopardize a successful cutover. 
• Coordinate Microsoft Teams meeting invites as ‘Resolution Rooms’ to organize program deployment working groups during cutover weeks, while also tracking room activity, monitoring resolution progress, and providing regular status reporting to ensure timely triage and incident closure. 
• Assist the Deployment team with managing Marriott-approved channel communications, real-time incident research and other ad hoc requests.
• Direct action or direct escalation of property issues to ensure timely resolution of incidents to minimize deployment risk. 
• Monitor above-property team incident compliance, ensuring description fields meet standards; communicate directly with teams to source missing information.
• Resolve ServiceNow integration missteps related to third-party vendor connections, preventing downstream impacts.
• Generate and distribute reporting to highlight incident aging, overdue incidents, intelligence reports, and other related future reporting. As well as managing action items identified through these reporting channels.
• Schedule and conduct meetings with teams responsible for incidents beyond acceptable thresholds.
• Conduct planned and ad hoc ServiceNow hygiene and maintenance activities, in close coordination and direction from the D+TT Deployment Support team. 
• Maintain 24/7 team readiness for escalations and urgent support requests including ad hoc projects to benefit the global deployment mission.
  

Education and Experience

• High school Diploma or GED required; Bachelor's degree preferred 4-year degree is preferred from an accredited university in business, hospitality management, or equivalent combination of education and experience. 
• Knowledge of Marriott systems and/or business processes is highly preferred.
• Some level of prior hotel/market experience is mandatory.
• Demonstrated subject matter expertise in one of the following disciplines is required; expertise in two or more is highly preferred: rooms operations, food & beverage, revenue management, sales, event planning or operations, accounting and information technology.
• Ability to manage multiple priorities in a 24/7 support environment, including cutover readiness and real-time issue resolution. 
• Familiarity with Microsoft 365, ServiceNow, Power BI, and Smartsheet are recommended.
• Excellent project management skills, with the ability to independently manage multiple projects concurrently. 
• Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives. 
• Proven ability to drive compliance and governance across distributed teams. 
• Strong presentation, facilitation, and stakeholder communication skills, especially in virtual settings (Microsoft Teams). 

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.