Senior Manager, Digital & Technology Transformation, Rooms Operations, APEC

Senior Manager, Digital & Technology Transformation, Rooms Operations, APEC

Mumbai, Maharashtra, India

TRENDING

JOB DESCRIPTION

Organization Description

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Job Description

The Senior Manager Digital & Technology Transformation Rooms Operations, APEC plays a critical role in Marriott’s Digital and Technology Transformation, reporting to Vice President, Operations, South Asia, with a dotted line to Director of Rooms Operations, APEC, based in Mumbai, Bangalore or New Delhi.

This role will provide a bridge between current and future processes in Rooms Operations, guiding hotels on the deployment of the new systems and business processes, supporting the guest and associate journey to ensure a smooth transition and cutover. The role will conduct workshops and trainings to transitioning hotels, ensuring that property teams are fully prepared to successfully operate the new systems from Day 1.

To accomplish this, the Senior Manager Digital & Technology Transformation Rooms Operations, APEC will develop subject matter expertise covering the end-to-end systems and processes for the Associates to deliver great guest experiences, including Opera Cloud PMS, EMPOWER GXP, SPOG, and ARA and Loyalty Operations, and to use the knowledge to support hotel teams across APEC. The successful candidate is required to possess a deep knowledge of existing operations within APEC and the systems that support it, including Opera PMS, MARSHA, EMPOWER GXP, EMPOWER ResApp, and the Marriott Bonvoy loyalty program. Furthermore, the role will understand the shift from MARSHA to Amadeus Central Reservation System (ACRS), and the effects of the change on Rooms tasks, including guaranteed attributes, non-room products, etc.

KEY RESPONSIBILITIES

End-to-End Testing and Product Validation: Contribute to end-to-end business process validation testing for the discipline, collaborating with relevant stakeholders in DGE, Rooms Operations, and Loyalty Operations disciplines in APEC

End-to-End Deployment Validation

Lead validation of deployment resources, Land-It tasks, and other items to ensure deployment readiness

Align required changes with relevant stakeholders

Digital Learning Path: Partner with Learning and Development (L&D) to ensure property associates receive the training assignments, resources, and system accesses required for their particular roles.

Workshop Facilitation & Training: Lead interactive operations workshops and webinars (virtual and/or in-person) for property teams to facilitate training, share best practices, and address common challenges 

Property Support: Act as the SME for property Operations teams, providing timely responses to property questions and triaging challenges raised by properties

Deployment Support

Work closely with Implementation Managers (IMs) during the deployment, focusing on critical task validation and knowledge transfer with property and discipline teams during the Prepare and Ready phases

Assist with Command Center operations during the Launch phase, ensuring operational queries and support tickets are resolved promptly

Continue supporting IMs and discipline teams throughout the Stabilization phase, helping properties adapt to new business processes and tools

Stakeholder Engagement & Change Management

Act as a trusted advisor to property operators and deployment teams.

Communicate complex system concepts in clear, actionable terms.

Collaboration across other SMEs (including Revenue, Reservations, Group, Sales, Events, Finance, and IT) is essential.

Gather feedback from early adopters and share insights to improve future workshops and deployment processes.

Foster a collaborative, supportive learning environment.

Materials & Continuous Improvement

Utilize and continuously refine workshop facilitation materials, participant guides, and job aids. 

Contribute to the development of new learning content and process documentation.

CANDIDATE PROFILE

Technical & Functional Expertise

Deep knowledge of existing operations within APEC and the systems that support it, including Opera PMS, MARSHA, EMPOWER: GXP, EMPOWER: RES, and the Marriott Bonvoy loyalty program.

Ability to quickly learn and build expertise in the new systems and processes that create the entire end-to-end experience for Rooms associates, including Opera Cloud PMS, SPOG, and ARA

Change Leadership & Stakeholder Engagement

Proven ability to lead hotels and operations teams through complex system and process changes, articulating what is changing and what is staying the same.

Skilled in training, stakeholder communication, and change enablement strategies.

Strong influencing skills with the ability to align cross functional teams across disciplines.

Problem-Solving & Decision-Making

Analytical thinker with strong root cause analysis skills and structured risk mitigation approach.

Comfortable operating in fast paced, ambiguous environments.

Strong judgment to prioritize effectively and manage competing demands.

Collaboration & Cross-Functional Partnership

Ability to build strong relationships across regional teams and hotel teams.

Comfortable bridging the gap between business requirements, product design, and technical stakeholders.

Collaborative mindset focused on shared outcomes and continuous improvement.

Communication & Facilitation

Exceptional verbal, written, and presentation skills tailored to both operational and executive audiences.

Ability to simplify complex concepts and provide clear direction during implementation and support phases.

Confident facilitator of workshops, discussions, and rapid problem solving sessions.

Adaptability & Resilience

Effective in dynamic deployment environ