FLEX Manager, Command Center Operations

About the role

The Manager, Command Center Operations supports the Global Command Center in executing the overall operating model for The Power of M transformation. This role is part of a rapid-response team designed to address challenges during go-live (cutover) events and respond to deployment-related tickets.

Responsibilities

• Shift availability to cover 24-hour command center during cutover periods including weekends and overnights.
• Call properties if they are overdue or at risk on required tasks that could jeopardize a successful cutover.
• Coordinate Microsoft Teams meeting invites as 'Resolution Rooms' to organize program deployment working groups during cutover weeks, while also tracking room activity, monitoring resolution progress, and providing regular status reporting.
• Assist the Deployment team with managing Marriott-approved channel communications, real-time incident research, and other ad hoc requests.
• Direct action or direct escalation of property issues to ensure timely resolution of incidents to minimize deployment risk.
• Maintain 24/7 team readiness for escalations and urgent support requests, including ad hoc projects to benefit the global deployment mission.
• Schedule and conduct meetings with teams responsible for incidents 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.
• 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.

Requirements

• High school Diploma or GED required; Bachelor's degree preferred.
• Knowledge of Marriott systems and/or business processes is highly preferred.
• Some level of prior hotel/market experience is mandatory.
• Demonstrated subject matter expertise in one of the following disciplines is required; expertise in two or more is highly preferred: rooms operations, food & beverage, revenue management, sales, event planning or operations, accounting and information technology.
• Ability to manage multiple priorities in a 24/7 support environment, including cutover readiness and real-time issue resolution.
• Familiarity with Microsoft 365, ServiceNow, Power BI, and Smartsheet are recommended.
• 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, especially in virtual settings (Microsoft Teams).

Skills

• Project Management
• Communication Skills
• Technical Proficiency (Microsoft 365, ServiceNow, etc.)
• Problem Solving
• Stakeholder Management

Benefits

Remote work is available.

Pay

Competitive compensation package.

Schedule

Shift availability to cover 24-hour command center during cutover periods including weekends and overnights.

Qualifications

• High school Diploma or GED required; Bachelor's degree preferred.
• Knowledge of Marriott systems and/or business processes is highly preferred.
• Some level of prior hotel/market experience is mandatory.
• Demonstrated subject matter expertise in one of the following disciplines is required; expertise in two or more is highly preferred: rooms operations, food & beverage, revenue management, sales, event planning or operations, accounting and information technology.
• Ability to manage multiple priorities in a 24/7 support environment, including cutover readiness and real-time issue resolution.
• Familiarity with Microsoft 365, ServiceNow, Power BI, and Smartsheet are recommended.
• 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, especially in virtual settings (Microsoft Teams).