FLEX Manager, Revenue Management Product Support

Marriott•Bethesda, MD

1d•Hybrid

About The Position

This role plays a critical part in ensuring the success, stability, and evolution of Revenue Management systems across the organization. The position provides hands-on, day-to-day support in close partnership with Global Technology, driving key activities such as requirements documentation, testing, user acceptance, training, and High-Performance Pricing rate updates. The role actively identifies, manages, and resolves complex system issues, serving as a trusted second-level support resource through ServiceNow and a strong cross-functional partner to Product, Change Management, and regional teams. With a focus on continuous improvement, this role develops meaningful metrics, produces accurate and timely analyses, maintains high-quality documentation, and implements sustainable processes that support Revenue Management strategy. Known for clear communication and collaborative problem-solving, the role represents the team in cross-functional discussions, supports effective change management, and ensures operational integrity through strong data stewardship and end-to-end project coordination.

Requirements

4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major and 2+ years’ relevant professional experience OR High school diploma or GED plus 4+ years’ relevant professional experience.

Nice To Haves

Proficient understanding of Marriott’s Revenue Strategy Solutions (High Performance Pricing, One Yield, Total Yield, etc.)
Experience with Marriott International’s Transient and Group strategies.
Knowledge of ServiceNow (Marriott Service Portal) and JIRA/Confluence

Responsibilities

Provide day-to-day Revenue Management systems support in partnership with Global Technology.
Document business requirements; develop test plans; conduct UAT; and support user training for system changes.
Execute High Performance Pricing Master Level rate offer updates (ad hoc, monthly, quarterly, and annual).
Identify, manage, and resolve system incidents in collaboration with Product, Technology, Change Management, and regional teams.
Provide second-level issue resolution via ServiceNow for field, discipline, and continent teams.
Support change management communications for system updates and planned/unplanned outages.
Develop and track metrics to assess system, reporting, and process health.
Create and maintain functional, operational, and project documentation.
Coordinate and implement assigned work and projects end to end.
Analyze data and business impacts to identify issues and recommend effective solutions.
Produce accurate, timely reports, analyses, presentations, and updates.
Manage and triage incoming questions, routing to appropriate resources as needed.
Establish and maintain sustainable processes that support Revenue Management strategy execution.
Maintain accurate, complete data to support reporting and operational integrity.
Represent the team in issue resolution and cross-functional discussions.
Maintain and manage inventory and service operations as applicable.
Communicate results, risks, priorities, and challenges clearly to stakeholders.
Collaborate closely with internal partners to support business initiatives and priorities.
Participate in relevant meetings and support a flexible schedule, including occasional nights and weekends.