FLEX Senior Manager, Command Center Operations

Description

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

FLEX Senior Manager, Command Center Operations

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

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 Marriott’s technology and business process ecosystem, evolving it to deliver on our vision to become the world’s 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.

• 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 Service Now 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.

• 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…