FLEX Manager, Special Projects
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Job Location:
Bethesda, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
This is a temporary role. Candidate can be based within 50 miles of US CEC location or Bethesda (MIHQ)
As a FLEX manager Special Projects you will support Customer Engagement Centers (CECs) strategic and operational needs and readiness to advance our planning for Integrated ResApp and other deployment demands. This role will provide dedicated support to facilitate the change management execution to help identify critical elements needed for the CEC Operation and pull through the knowledge needed by the associates / agents. The FLEX Manager Special Projects will liaise and manage transition for the Assist team and other Operations Teams/ Knowledge Groups. This role will also manage ResApp User Acceptance Testing (UAT) responsibilities as a business-led function in alignment with enterprise practices. UAT executes extensive testing across scenarios for both CEC and property perspectives validating releases and development ensuring operational readiness and business functional requirements are met.
Candidate ProfileEducation and Experience Required
o 3 - 5 years experience in hospitality and/or contact center
o Working understanding of both contact center technology and operational procedures.
o Strong understanding of current contact center processes capable of validating system behavior against real-world scenarios and future state.
Education and Experience Preferred
o Subject matter expert (SME) on Assist capabilities and workflows
o Knowledge on the DTT / ResApp project overall including understanding our contingency planning and pilot efforts.
Strategic Deployment Change Planning Operational Support
- Serve as contact for Integrated ResApp expansion including AGSS Pilot Community 1 waves and Community 2 planning.
- Serve as Operational interface/liaison with deployment and troubleshooting.
- Assist with identifying training and comms needs to be planned for as deployment continues at a fast pace in 2026 especially for some Specialty teams or KGs with unique needs.
- In partnership with Global Technology (GT) drive to effective CEC support model process including ticketing workflows and escalation protocols and hypercare.
- Support Backlog and Defect Management.
Cross-Functional Integration: Tech Knowledge Management and Learning
- Facilitate collaboration across CEC Deployment and Learning teams to ensure business readiness.
- Manage Assist and support with transition planning and future state workflows.
- Execution and coordination with GT/Product team tickets follow up liaise with GT counterparts.
- Operational SME in Product Review meetings and business requirements for future GT development.
- Collaborate and support the Crew Hub as the central repository for deployment resources and help champion the Mission Leaders/Crew role in the CEC.
- Identify KM articles for clarity and updates required for future changes.
Business-Led UAT Coordination
- Manage test case development execution and validation across above-property scenarios.
- Identify team members who will lead and execute testing activities across both CEC and property workflows.
- Coordinate across above-property teams for test execution to ensure ongoing business and tech readiness ResApp.
- Collaborate effectively with business leads product managers and technical teams.
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Required Experience:
Manager
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
