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# FLEX Senior Manager, Command Center Support Lead (CALA)

- **Company:** Marriott International, Inc.
- **Location:** Bethesda, MD, United States (Remote available)
- **Experience:** Expert
- **Salary:** $100,381.0 - $136,989.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Amadeus CRS, Asana, Business Systems, Cloud Computing, Knowledge Management, Power BI, Smartsheet, Information Technology, Servicenow
- **Published:** October 10, 2026
- **Apply:** https://ejwl.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/MI_CS_1/job/26129001/apply/email?posting_type=1

## About the Role

* 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.

## 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, ServiceNow incident operations, issue triage, coordination with the Service Desk and third-party vendors, and proactive problem and knowledge management., * 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.