FLEX Senior Manager, Franchise Above Property Engagement & Escalations

Marriott • Bethesda, MD

60d • Hybrid

About The Position

This position focuses on driving Franchise Above Property engagement by
partnering with internal teams, facilitating enrollment in key programs, and
supporting access to critical deployment tools involved with Digital and
Technology Transformation (DTT). The role involves proactive monitoring of
Franchise Management Company (FMC) participation, providing hands-on
troubleshooting, and collaborating on escalation and response efforts to
strengthen overall franchise involvement with DTT.

25% travel required.

Requirements

• At least 5 years of progressively responsible work experience in the lodging industry leading operations disciplines with proven outstanding customer relations skills
• Demonstrated experience across Franchising, Select Brands, Operations, Reporting & Analysis, Deployments and Project Management, with a strong ability to navigate cross-functional priorities.
• Strong communicator with excellent written, verbal, and interpersonal skills; adept at tailoring messaging to diverse stakeholders and influencing without direct authority.
• Proven ability to build strong relationships to leverage information and insights across key groups as well as drive results

Nice To Haves

• Ability to gain a clear understanding of an initiative and represent it to various constituencies across the organization
• Skilled in analyzing performance trends and KPIs to deliver actionable insights, and effectively communicating those insights to stakeholders.
• Ability to inspire confidence in senior management and to be recognized for stakeholder engagement, change management and deployment leadership
• Working knowledge of Property Management Systems (PMS) across multiple brand types; ability to quickly learn and navigate new technology platforms.
• Experience partnering with technical teams to translate system functionality, limitations, and changes into clear, actionable guidance for operators.
• Experience leveraging reporting and analytics platforms (e.g., Smartsheet, Power BI) to track deployment progress, identify trends, and surface actionable insights for stakeholders.
• Demonstrated strength in clear, concise communication and the ability to navigate complex or difficult conversations with senior leaders, FMCs, and cross‑functional partners to drive alignment and resolution.

Responsibilities

• Partner with BTO and OFS teams to increase Franchise Management Company (FMC) participation in immersion sessions.
• Drive FMC enrollment for escalation communications and Mission Control access.
• Proactively monitor deployment dashboards for trends in FMC engagement and conduct outreach at the account level.
• Participate in weekly escalation calls and collaborate with the OFS team to drive response plans.
• Support escalation calls to FMCs in partnership with regional primaries, as needed.
• Partner with FMCs to troubleshoot access to deployment tools (e.g., Mission Control, mDASH).
• Collaborate with the BTO team on cross-functional engagement and escalation efforts.
• Support execution of FMC led comms plan, comms and messaging.
• Share resources and strategic tactics with OFS Regional Primaries to drive deployment pre-engagement and engagement.
• Proactively keep OFS Regional Primaries informed of status and escalations.
• Collect and share feedback from FMCs on how to improve the deployment process.
• Develop deep working knowledge of Marriott PMS platforms across brand types; serve as a primary point of contact for FMC questions related to system functionality and deployment readiness.

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

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed