flex Manager, Command Center Operations

Marriott • Bethesda, MD

3h • Onsite

About The Position

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 in the command center, assistant in direct-to-property communications and other rapid response demands. Additionally, in collaboration with the Deployment Support team, the Manager, Command Center Operations will assist in the necessary tasks of directing support tickets as well as escalating as needed.

Requirements

• 4-year degree preferred from an accredited university in business, information systems, or equivalent combination of education and experience.
• 2+ years of relevant professional experience in lodging, consulting, or communications related discipline preferred, demonstrating progressive career growth and pattern of exceptional performance.
• Ability to manage multiple priorities in a 24/7 support environment, including cutover readiness and real-time issue resolution.
• Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
• 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.

Nice To Haves

• Prior hotel / market experience and/or knowledge of Marriott lodging systems / business processes is preferred.

Responsibilities

• The Manager, Command Center Operations, will require shift availability to cover a 24/7 command center during cutover periods.
• Call properties if they are falling behind on required tasks that could jeopardize a successful cutover.
• Coordinate and set up Microsoft Teams meeting invites as ‘Resolution Rooms’ to organize program deployment teams 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.
• Support and 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.
• Ensure all incidents are properly flagged as “showstopper” or “non-showstopper” to prioritize resolution.
• 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 manage action items identified through these reporting channels.
• Schedule and conduct meetings with teams responsible for incidents aging 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.

Benefits

• All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.
• Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

What This Job Offers

• Career Level: Manager