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FLEX Senior Manager, Revenue Management

https://www.marriott.com Logo

Marriott Bonvoy

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Location:
United States , Bethesda

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

48.26 - 71.05 USD / Hour
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Job Description:

The Senior Manager Revenue Management, Deployment Support Resource – Central Reservation System Team (CRST) will play a critical role in supporting the successful deployment of Marriott’s multi-year Power of M transformation initiative, which aims to modernize technology and business processes to achieve the company’s vision of becoming the world’s favorite travel brand. The Senior Manager Revenue Management, Deployment Support Resource – CRST will serve as a key contributor during each deployment wave and cutover event, serving as a Revenue Management resolution specialist for issues and incidents.

Job Responsibility:

  • Actively monitor and resolve tickets assigned to the CRST ServiceNow support group, ensuring timely triage and resolution in line with established service level agreements
  • Serve as a primary deployment-facing point of contact for functional issues within the CRST domain
  • Participate in 24/7 coverage rotations during cutovers and deployment waves, providing real-time response and resolution
  • Serve as a first point of contact to address questions from the Room Set up Tool Managers
  • Apply functional and systems knowledge of CRST to analyze and address incidents, data issues, configuration gaps, and user concerns
  • Escalate issues when necessary, partnering with technical teams, deployment leads, or command center resources to drive solutions forward
  • Collaborate with other support teams to ensure end-to-end visibility and coordination for cross-functional incidents
  • Contribute to the documentation of known issues, workarounds, and updates to knowledge base articles (KB) or job aids
  • Support validation and testing of issue resolution where needed, working with impacted hotels, business stakeholders and/or CRST as appropriate
  • Participate in daily support calls, wave readiness reviews, and cutover planning sessions
  • Log accurate ticket notes, resolution steps, and time-to-close details in ServiceNow for issue tracking and reporting purposes
  • Ensure all hotel communication via Service Now is professional and in the Power of M voice
  • Lead/support Office Hours for CRST as needed
  • Perform other duties as needed

Requirements:

  • 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
  • 5+ years of relevant professional experience in technology support, operations, business systems or related field demonstrating progressive career growth and a pattern of exceptional performance

Nice to have:

  • Experience working in a ticketing or incident management environment
  • Ability to troubleshoot, analyze, and communicate issue details clearly in real time
  • Proven leadership experience with end-user service support with a global scope
  • Prior experience participating in large-scale deployment, rollout, or cutover events
  • Strong hotel/market experience and/or knowledge of Marriott lodging systems / business processes / hotel operations
  • Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com
What we offer:
  • 401(k) plan
  • stock purchase plan
  • discounts at Marriott properties
  • commuter benefits
  • employee assistance plan
  • childcare discounts
  • medical coverage
  • dental coverage
  • vision coverage
  • 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
  • PTO
  • minimum of 9 holidays annually

Additional Information:

Job Posted:
March 19, 2026

Expiration:
March 27, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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