FLEX Senior Manager, Product Stability

This is a temporary position.

We are seeking a Sr Manager Product Stability ARA to own the operational health reliability and production stability of the Auto Room Assignment (ARA) product ensuring ARA is a dependable trusted experience for property associates and a reliable foundation for longterm adoption. This role serves as the singlethreaded owner for production stability responsible for driving incident resolution enforcing SLAs coordinating crossteam dependencies and ensuring production insights inform product and engineering decisions. Reporting into Product Management this role partners closely with Engineering SRE Global Operations Service Desk Release Management and external vendors to protect guest and property experience while enabling delivery teams to remain focused on roadmap execution.

Key Responsibilities

• Serve as the daytoday responsible lead for ARA production stability a core capability of ARA and endtoend incident management across ServiceNow and related intake channels.
• Monitor triage and actively drive production incident resolution across L1 L2 L3 SRE platform teams and external vendors.
• Track and enforce SLA response and resolution targets; proactively identify and escalate risks before SLA breaches occur.
• Act as the primary escalation and communication point for production issues ensuring clear timely and consistent stakeholder updates.
• Coordinate followups root cause analyses (RCAs) retrospectives and corrective actions with dependent internal teams and vendors.
• Ensure incidents are closed with appropriate validation documentation and RCA artifacts to reduce repeat issues and operational toil.
• Partner with Operations to identify patterns of operational friction or ambiguity and convert them into product design or engineering improvements
• Partner with Engineering Operations and SRE to identify systemic stability issues process gaps and opportunities for continuous improvement.
• Support production readiness and release activities including prerelease checks postrelease monitoring and knowledge transfer between teams.

Deliverables (Expected Role Outcomes)

• Clear and consistent ownership of ARA production stability with no orphaned or aging incidents.
• Improved SLA compliance reduced MTTR and predictable trusted production behavior that supports associate adoption and confidence
• Predictable escalation paths and timely resolution of crossteam dependencies.
• Actionable operational insights tied to ARA KPIs including Adoption Reliability and Accuracy.
• Increased confidence from leadership and stakeholders in ARAs production readiness and stability.

Required Qualifications

• 7 years of experience in product operations production support service reliability or technology operations roles.
• Proven experience owning production incidents SLAs and crossteam resolution without direct line authority.
• Strong working knowledge of ITSM tools (e.g. ServiceNow) incident/problem/change management practices and SLA governance.
• Demonstrated ability to partner effectively with Product Engineering SRE and external vendors in highpressure production environments.
• Excellent written and verbal communication skills including executivelevel status and risk communication.

Preferred Qualifications

• Experience supporting largescale guestfacing or propertyfacing enterprise platforms.
• Familiarity with SRE concepts such as toil reduction error budgets and reliability metrics.
• Experience supporting release readiness cutover activities or postdeployment stabilization.
• Experience building or consuming operational dashboards and KPI reporting.

NicetoHave Skills

• Experience with observability or monitoring tooling (e.g. Dynatrace or similar).
• Experience with Gen AI tools (CoPilot Rovo or similar).
• Exposure to hospitality travel or highly transactional systems.
• Prior experience in a productaligned operations or product reliability role.

Working Style

• Operates with a productfirst stability mindset balancing speed of delivery with reliability and risk management.
• Calm decisive and effective under production pressure.
• Highly collaborative able to lead through influence with onshore and offshore technology operations and support teams.
• Detailoriented while maintaining a strong focus on outcomes trends and systemic improvements.

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.