FLEX Senior Manager, Product Stability Job at Marriott Bonvoy (Bethesda)

Job Description

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 long‑term adoption. This role serves as the single‑threaded owner for production stability, responsible for driving incident resolution, enforcing SLAs, coordinating cross‑team 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.

Job Responsibility

Serve as the day-to-day responsible lead for ARA production stability, a core capability of ARA, and end-to-end 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 follow-ups, 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 pre-release checks, post-release monitoring, and knowledge transfer between teams

Requirements

7+ years of experience in product operations, production support, service reliability, or technology operations roles
Proven experience owning production incidents, SLAs, and cross-team 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 high-pressure production environments
Excellent written and verbal communication skills, including executive-level status and risk communication

Nice to have

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 product-aligned operations or product reliability role

What we offer

401(k) plan
stock purchase plan
discounts at Marriott properties
commuter benefits
employee assistance plan
childcare discounts
medical
dental
vision
health care flexible spending account
dependent care flexible spending account
life insurance
disability insurance
accident insurance
adoption expense reimbursements
paid parental leave
paid sick leave
0.0384 PTO balance for every hour worked
minimum of 9 holidays annually

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FLEX Senior Manager, Product Stability

Job Description

Job Responsibility

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