FLEX Senior Product Manager

Marriott•Bethesda, MD

5d•$48 - $81•Hybrid

About The Position

The FLEX Senior Project Manager dedicated to D+TT Support Readiness is responsible for leading the planning, coordination, and execution of readiness activities that enable successful deployment and support of D+TT initiatives across the Technology Experience Center (TEC) and broader support ecosystem. This role partners closely with D+TT product, engineering, operations, service desk, change management, communications, and business stakeholder teams to ensure support impacts are understood, operational requirements are defined, and readiness plans are executed before launch. To be successful in this role, candidates must bring strong project management discipline, operational readiness experience, and the ability to manage complex cross-functional dependencies in a fast-paced environment. The candidate must be able to translate technical and business changes into actionable support readiness plans, proactively identify risks and gaps, drive accountability across teams, and ensure that support teams are prepared with the knowledge, processes, tools, communications, and escalation paths required to support new or changed D+TT capabilities.

Requirements

Bachelor’s degree, equivalent experience, or certification
7+ years’ information technology, project management, or technology operations experience including:
4+ years of project management experience using Agile, Scrum, Kanban, or SAFe methodologies
4+ years coordinating delivery, implementation, or operational readiness activities across business and technology teams
4+ years creating executive-ready project plans, readiness plans, status reports, and stakeholder communications
2+ years working with collaboration, project tracking, or ITSM tools such as Jira, Confluence, ServiceNow, SharePoint, or Teams
Excellent verbal and written communication skills for a wide range of audiences including executives, business stakeholders, and other IT teams
Demonstrated experience developing launch readiness plans, support handoff materials, runbooks, knowledge content, training plans, or operational acceptance criteria
Relevant SAFe and/or Agile Certification(s)

Nice To Haves

Scrum Alliance Certified Scrum Master (CSM), Certified Scrum Professional (CSP) or PMI’s Agile Certified Professional (ACP)
SAFe certified – SAFe Agilist, SAFe Scrum Master, SAFe Release Train Engineer, or SAFe Product Manager/Product Owner
Familiarity with product/project development experience on an Agile Teams in a technology-focused organization
Ability to align change management strategies with product development/deployments
Demonstrated experience facilitating meetings at multiple levels of an organization and an understanding of facilitation techniques
Ability to understand and represent both the business and technology
Experience supporting technology launches, product releases, service desk readiness, incident intake, escalation models, or production support transition activities
Thrives in a highly collaborative, matrixed, complex, fast paced environment

Responsibilities

Lead D+TT Support Readiness planning for new or changing technology capabilities, ensuring support teams are prepared prior to launch
Identify and manage readiness risks, dependencies, issues, decisions, and blockers across D+TT, TEC, service desk, engineering, operations, and business teams
Establish readiness milestones, status reporting, and success metrics to provide leadership with clear visibility into launch preparedness
Support the development and maintenance of D+TT Support Readiness roadmaps, playbooks, templates, and repeatable launch processes
Manage integrated readiness plans that align product delivery timelines with support, training, communications, knowledge management, and operational acceptance activities
Define support readiness KPIs, including training completion, knowledge availability, support handoff completion, escalation readiness, and post-launch support performance indicators
Manages RAID log, driving action against open risks, issues and decisions
Document readiness decisions, meeting outcomes, open questions, action items, and launch support requirements
Identifies, assigns, and tracks action items
Build integrated readiness plans inclusive of change management, communications, knowledge management, training, tooling, service desk intake, escalation paths, and hypercare activities required to support launch
Coordinate support readiness activities across D+TT product teams, TEC operations, service desk partners, engineering teams, change and communications teams, and business stakeholders
Facilitate readiness checkpoints and working sessions to drive deliverables, resolve blockers, confirm operational impacts, and validate launch support preparedness
Facilitate cross-functional readiness updates to keep leadership and stakeholders informed of launch risks, decisions, progress, and support impacts
Develop accurate and timely readiness reports, executive summaries, launch dashboards, presentations, and decision materials
Manage support readiness questions, route issues to the appropriate owners, and ensure timely resolution of open items
Represent the D+TT Support Readiness function in project, product, operational, and leadership forums
Attends and participates in all relevant meetings.
Presents ideas, expectations and information in a concise, organized manner.
Uses problem solving methodology for decision making and follow up.
Maintains positive working relations with internal customers and department managers.
Manages time effectively and conducts activities in an organized manner.
Performs other reasonable duties as assigned by manager.