FLEX Senior Manager, Command Center Support Lead; CALA)

Job Description

The FLEX Senior Manager, Command Center Support Lead (CALA) will support the successful rollout 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 company. This role serves as a key member of the CALA Command Center and partners with the Senior Director, Command Center Lead to enable end-to-end visibility, resolution, and reporting of support issues during The Power of M deployments across Central America, Latin America, and the Caribbean (CALA).

Leveraging strong knowledge of hotel operations, business processes, and Marriott technology platforms, this role will provide real-time support during deployment events, monitor issue trends, coordinate escalations, and help drive successful outcomes for properties throughout deployment and stabilization periods. The role includes 24/7 support coverage during critical cutover periods, Service Now incident operations, issue triage, coordination with the Service Desk and third-party vendors, and proactive problem and knowledge management.

Candidate Profile

Education and Experience

Required

• Bachelor's degree from an accredited university in Business Administration, Hospitality Management, Information Technology, or related major.
• 5+ years of relevant professional experience in technology support, operations, business systems, hotel operations, deployment support, or related field demonstrating progressive career growth and a pattern of exceptional performance.
• Fluent verbal and written communication skills in English and Spanish.

Preferred

• Portuguese language proficiency is a plus.
• Experience supporting ticketing, incident management, or end-user service operations in a regional or global environment.
• Ability to troubleshoot, analyze, and communicate issue details clearly in real time.
• Prior experience participating in large-scale deployment, rollout, migration, or cutover events.
• Strong hotel or market experience and knowledge of Marriott lodging systems, business processes, and hotel operations.
• Experience supporting Marriott platforms such as Opera Cloud, Amadeus CRS/ACRS, One Yield, MARSHA, Syn Xis, or related hotel technology systems.
• Strong familiarity with Microsoft 365, Service Now, Power BI, Smartsheet, and
• Experience working within fast-paced operational environments requiring coordination across business and technology teams.

Core Work Activities

• Actively monitor and resolve tickets assigned to deployment support queues, ensuring timely triage, ownership, escalation, and resolution.
• Participate in 24/7 Command Center coverage rotations during deployment waves, cutovers, and stabilization periods, providing real-time incident management, issue resolution, and escalation support.
• Serve as a primary deployment-facing point of contact for functional and technical issues impacting CALA properties during deployment and stabilization activities.
• Apply functional and systems knowledge to analyze and address incidents, configuration issues, process gaps, data concerns, and user-reported problems.
• Escalate issues through appropriate support channels to drive timely resolution.
• Collaborate with cross-functional support teams to ensure end-to-end visibility and coordination for incidents impacting hotels or deployment milestones.
• Facilitate communication and follow-up activities for high-priority incidents and critical business disruptions.
• Contribute to the documentation of known issues, workarounds, lessons learned, and updates to knowledge articles and support materials.
• Support testing, validation, and confirmation of issue resolution activities where required.
• Participate in deployment readiness reviews,…