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The Senior Manager, Deployment New Openings, Transitions and Edge Cases, will serve as the primary point of contact for new opening, transition, and edge case hotels undergoing transformation in their business processes and technology ecosystems during deployment of the Digital and Technology Transformation, a multi-year effort that will transform how Marriott’s rooms, reservations, and experiences are both presented and sold to the customer and managed by hotels. This role will support the project management activities related to how we deploy and support these properties and will guide a dedicated portfolio of hotels through deployment phases, including preparation, cutover, and post-cutover tasks. This role will further monitor deployment progress, serving as the primary liaison between hotel and support teams, and track, escalate, and resolve issues on behalf of properties.
Job Responsibility:
Supporting the Continent Implementation Director and Director, Deployment New Openings, Transitions and Edge cases in development of the planning, strategy and approach for deployment to these properties
working closely with the Implementation Directors and 3rd party support team to refine this approach over time leading up to deployment
Supporting both on and above property deployment across all Digital and Technical Transformation workstreams including Continent New Openings and Transitions teams, Continent deployment teams and Edge Case stakeholders
Managing and executing against a readiness strategy with strict deadlines to include a comprehensive property deployment task management model, i.e., Land It or a similar system to be determined
Partner with measurement team to track against escalations to ensure property readiness
Assist in building and managing a robust deployment support structure, by evaluating current readiness tools, executing and supporting Service Now tickets, overseeing issue triage and recommending optimal tools for future use in D+TT and future BTO projects
Manage and support the execution of dress rehearsals and testing for New Openings, Transitions and Edge Cases
Support other program and project work as needed
Requirements:
Expertise and proven track record in supporting issue resolution roles
Excellent written and verbal communication skills, including language skills to be determined with continents
Language and cultural competencies based on property location
Working knowledge of MI systems and properties
Strong stakeholder management skills while working with properties and internal teams
Excellent issue management and resolution skills to manage multiple issues and escalate requirements
Strong business and technical acumen
Discipline experience with Information Technology or Customer Service / Support roles preferred
Bachelor’s Degree or equivalent experience in hotel operations and/or program management required
Exceptional project/program management competence and skills
Monitor results on an ongoing basis against pre-determined metrics
4-year degree from an accredited university OR 4+ years of relevant professional experience in related function, demonstrating progressive career growth and pattern of exceptional performance
Experience using MS Office suite of products required
Experience using Tableau, SmartSheet, and Webinar Platforms strongly preferred
Basic Competencies - Fundamental competencies required for accomplishing basic work activities
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.)
Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues
Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences
Reading Comprehension – Understands written sentences and paragraphs in work related documents
Writing - Communicates effectively in writing as appropriate for the needs of the audience
Nice to have:
Experience using Tableau, SmartSheet, and Webinar Platforms strongly preferred
Discipline experience with Information Technology or Customer Service / Support roles preferred