FLEX Senior Manager, Operational Performance

Marriott•Bethesda, MD

1d•$53 - $69•Hybrid

About The Position

The Senior Manager, Operational Performance, serves as a project-based leader responsible for the redesign, implementation, and transition of Marriott Bonvoy's Operational Performance Framework in support of Digital and Technology Transformation (DTT) initiatives and upcoming platform modernization efforts. This role is dedicated to a strategic transformation program focused on assessing and refreshing existing operational performance controls, governance routines, monitoring practices, reporting capabilities, and risk management processes to align with the future-state Marriott Bonvoy technology ecosystem. The position will lead the design and implementation of a scalable operational performance model that supports evolving loyalty capabilities across Earn, Redeem, Member Benefits, Reimbursement, and related program operations. Upon successful completion and approval of the initiative, all governance routines, reporting processes, operational controls, and supporting documentation will transition to the appropriate business-as-usual operational teams for ongoing execution and management. As a result, this role is intended as a project-based position with responsibility ending upon delivery, implementation, and transition of the Operational Performance Framework.

Requirements

5+ years’ experience in the hospitality industry
2+ years’ of experience managing and defining transformational strategies for business units
4-year degree from an accredited university in Business Administration, Hospitality Management, or related major

Nice To Haves

Experience in highly matrixed organizations, working across both product-led and operations-driven models
Strong stakeholder management and influence skills, with ability to align competing priorities into a clear, executable roadmap

Responsibilities

Assessment and redesign of operational performance controls impacted by DTT and platform changes.
Development and implementation of future-state governance, monitoring, reporting, and escalation frameworks.
Establishment of operational health management processes and performance reporting capabilities.
Creation of issue management, control management, and business continuity practices required to support the future-state ecosystem.
Documentation of processes, operating procedures, governance routines, and stakeholder accountabilities to enable long-term sustainment.
Partner with business, technology, finance, and operations teams to identify operational risks, gaps, and improvement opportunities.
Design and implement monitoring, reporting, and control frameworks that strengthen operational health and program integrity.
Evaluate the operational impact of new technologies, business processes, and transformation initiatives.
Develop project plans, timelines, milestones, and risk mitigation strategies for assigned initiatives.
Create and maintain operational process documentation, governance models, controls, and business requirements.
Analyze operational performance data and stakeholder feedback to identify trends, root causes, and improvement opportunities.
Develop executive presentations, status updates, and recommendations for senior leaders and key stakeholders.
Facilitate cross-functional working sessions and governance forums to drive alignment and decision-making.
Support operational readiness, testing, and implementation planning for major program and technology deployments.
Serve as a subject matter resource on operational performance, controls, and Marriott Bonvoy business processes.
Lead multiple concurrent projects while effectively managing changing priorities and stakeholder needs.
Drive continuous improvement efforts that enhance member experience, operational performance, and program health.