FLEX Senior Manager, Command Center Operations

This is a temporary position. Onsite 4-5 days in office.

Position Title:FLEX Senior Manager Command Center Operations

This position is required to be onsite in the Bethesda MD office

JOB SUMMARY

The Senior Manager Command Center Operations will support the Global Command Center in the execution of the overall operating model for The Power of M transformation. The Power of M is a multi-year effort to transform Marriotts technology and business process ecosystem evolving it to deliver on our vision to become the worlds favorite travel company. The Business Transformation Office (BTO) has been established to enable and accelerate The Power of M through unique approaches to strategic planning program management change management experience and business process design continent coordination and deployment. As part of the BTO and aligned with the Global Command Center this leadership role will serve as part of a rapid-response team designed to quickly address challenges that arise during go-live (cutover) events as well as respond to tickets related to BTO deployments.

As a member of the Global Command Center team this role collaborates closely with the Deployment team before during and after cutover events. As a partner to the Deployment Run of Show team the Senior Manager Command Center Operations will be a critical member in the command center assistant in direct-to-property communications and other rapid response demands. Additionally in collaboration with the Deployment Support team the Senior Manager Command Center Operations will assist in the necessary task of directing support tickets as well as escalating as needed.

Expected Contributions

The Senior Manager Command Center Operations will supervise the performance of the Managers Command Center Operations team including timekeeping performance assessments and other necessary leadership tasks.

This role will require shift availability to cover a 24/7 command center during cutover periods including serving as the senior most representative of the Command center team during select dates.

Call properties if they are falling behind on required tasks that could jeopardize a successful cutover.

Coordinate and set up Microsoft Teams meeting invites as Resolution Rooms to organize program deployment teams during cutover weeks while also tracking room activity monitoring resolution progress and providing regular status reporting to ensure timely triage and incident closure.

Assist the Deployment team with channel communications management real-time incident research and other ad hoc requests.

Support and direct escalation of property issues to ensure timely resolution of incidents to minimize deployment risk.

Monitor above-property team incident compliance ensuring description fields meet standards; communicate directly with teams to source missing information.

Ensure all incidents are properly flagged as showstopper or non-showstopper to prioritize resolution.

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. As well as manage action items identified through these reporting channels.

Schedule and conduct meetings with teams responsible for incidents aging beyond acceptable thresholds.

Maintain 24/7 team readiness for escalations and urgent support requests.

Education and Experience

• 4-year degree preferred from an accredited university in business information systems or equivalent combination of education and experience.
• 4 years of relevant professional experience in lodging consulting or communications related discipline preferred demonstrating progressive career growth and pattern of exceptional performance preferred.
• Proven leadership experience including responsibility for the performance of a team and motivating high level achievement.
• Prior hotel / market experience and/or knowledge of Marriott lodging systems / business processes preferred

Ability to manage multiple priorities in a 24/7 support environment including cutover readiness and real-time issue resolution.

• Strong familiarity with Microsoft 365 ServiceNow Power BI Smartsheet and .
• Excellent project management skills with the ability to independently manage multiple projects concurrently.
• Ability to effectively persuade and motivate stakeholders and team membersto achieve project goals and objectives.

Proven ability to drive compliance and governance across distributed teams.

• Strong presentation facilitation and stakeholder communication skills.

MANAGEMENT COMPETENICES

• Leadership
  • Adaptability Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
  • Communication Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
  • Problem Solving and Decision Making Models and coaches others on breaking complex issues into manageable parts identifying and evaluating alternatives and their implications before making decisions and involving and gaining agreement from others when making key decisions.
  • Professional Demeanor Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
• Managing Execution
  • Building and Contributing to Teams Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
  • Strategy Execution Bridges deployment strategy with real-time operations ensuring intent and execution are aligned.
• Building Relationships
  • Coworker Relationships Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.
  • Global Mindset Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
• Generating Talent and Organizational Capability
  • Organizational Capability Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
• Learning and Applying Professional Expertise
  • Applied Learning Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team business and administrative challenges.
  • Technical Acumen Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Basic Competencies
  • Basic Computer Skills Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).
  • Mathematical Reasoning Demonstrates ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.
  • Oral Comprehension Demonstrates the ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Reading Comprehension Demonstrates understanding of written sentences and paragraphs in work-related documents.
  • Writing Communicates effectively in writing as appropriate for the needs of the audience.

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.