Flex Senior Manager, Command Center Support Lead (Cala)

JOB SUMMARY

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, ServiceNow 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, SynXis, or related hotel technology systems.
• Strong familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.com.
• 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, Command Center meetings, daily support calls, wave planning sessions, and post-deployment assessments.
• Monitor issue trends and recurring support themes, providing recommendations for process improvements and future deployment readiness activities.
• Maintain accurate ticket documentation, resolution details, support notes, and reporting metrics within ServiceNow and other designated support tools.
• Assist in developing and maintaining deployment support processes, escalation paths, and operational procedures for the CALA Command Center.
• Partner with hotels, deployment teams, and business stakeholders to ensure a positive support experience and successful transition to new platforms and processes.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.