Manager, Command Center Operations
Posted 2 weeks ago
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The Manager, Command Center Operations will support the Global Command Center in executing the operating model for The Power of M transformation, a multi-year effort to evolve Marriott's technology and business process ecosystem. This role will serve as part of a rapid-response team, addressing challenges during go-live events and responding to support tickets related to BTO deployments.
Responsibilities
- Call properties falling behind on required cutover tasks
- Coordinate and set up Microsoft Teams 'Resolution Rooms' during cutover weeks
- Track Resolution Room activity, monitor resolution progress, and provide status reporting
- Assist the Deployment team with managing Marriott-approved channel communications and real-time incident research
- Support and direct escalation of property issues for timely resolution
- Monitor above-property team incident compliance and communicate for missing information
- Ensure incidents are flagged as 'showstopper' or 'non-showstopper' for prioritization
- Resolve ServiceNow integration missteps related to third-party vendor connections
- Generate and distribute reporting to highlight incident aging and overdue incidents
- Schedule and conduct meetings with teams responsible for aged incidents
Requirements
- 2+ years of relevant professional experience
- Ability to manage multiple priorities in a 24/7 support environment
- Familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com
- Excellent project management skills
- Ability to effectively persuade and motivate stakeholders and team members
- Proven ability to drive compliance and governance across distributed teams
- Strong presentation, facilitation, and stakeholder communication skills
Qualifications
- 4-year degree from an accredited university in business, information systems, or equivalent
- 2+ years of relevant professional experience in lodging, consulting, or communications related discipline
Nice to Have
- Prior hotel / market experience and/or knowledge of Marriott lodging systems / business processes
- Progressive career growth and pattern of exceptional performance
Skills
* Required skills
Benefits
About Marriott International
Marriott International is dedicated to being an equal opportunity employer, valuing and celebrating the unique backgrounds of its associates. The company fosters an environment where culture, talent, and experiences enrich the team, particularly through brands like Gaylord Hotels which prioritize ex...