TEMPORAL - Senior Manager, Digital + Tech Transformation Hotel Engagement & Escalations, CALA

The Senior Manager, Digital + Tech Transformation Hotel Engagement & Escalations, CALA plays an essential role within the Digital and Technology Transformation (D+TT) team in CALA, reporting to the Implementation Director, Deployment. Over the coming years, the D+TT CALA team will develop and implement tools and systems as part of Marriott's multi-year D+TT initiative, which aims to upgrade Marriott’s technology and business processes to help achieve the company’s goal of becoming the world’s preferred travel brand. The team is tasked with accelerating these advancements through innovative strategies in planning, program management, change management, user experience and business process design, cross-region coordination, and solution deployment. The Senior Manager, Digital + Tech Transformation Hotel Engagement & Escalations will partner with the Implementation Director, Deployment to facilitate webinars with hotels, track hotel engagement during deployment, and manage outreach to hotels that are not engaged. This role partners closely with colleagues across the D+TT program, including (but not limited to) Global Change Management, Communications, Deployment, Associate Experience, Learning, and CALA discipline stakeholders. Success in this role requires strong communication and presentation skills, attention to detail, accurate recordkeeping, and a willingness to deliver on difficult and time-sensitive requests.

Contribute to the development of deployment plans by supporting the creation and execution of the deployment implementation strategy and approach; work closely with the Implementation Director and external service provider to document and refine plans leading up to implementation. Contribute to onboarding, training, and standard business processes for Implementation Managers in partnership with the service provider. Support the deployment team to define and refine property preparation, readiness, and cutover task lists, and to identify tasks likely to require Implementation Manager support. Support the deployment team with sequencing and scheduling community waves of hotels for deployment.

Provide strong support to Implementation Managers (IMs) and guide them in effectively supporting hotels through the transformation process. Foster a collaborative and high-performance team culture. Develop and maintain detailed implementation manager support schedules, ensuring timely execution. Establish clear communication channels with internal teams, external partners, and hotel management, including leading virtual and/or on-site briefings with hotel teams; facilitate Q&A, capture risks and feedback, coordinate follow-up communications and escalations, and proactively keep immediate supervisor informed of status or items flagged for further discussion. Collaborate with the Change Management and Learning teams to integrate change initiatives and training seamlessly into implementation manager onboarding, training, and business processes and ensure change and learning plan adjustments are successfully pulled through during deployment.

Collaborate with above-property teams to understand and address complex property issues, partnering with peers within the communications team to respond to stakeholder questions in the program inbox. Serve as a liaison between hotels and various teams within the organization, collaborating with key stakeholders on cross-functional engagement and escalation efforts. Collaborate with regional teams to tailor implementation support to local needs. Work closely with the command center to monitor and respond to real-time deployment challenges. Collaborate on decision-making and adjustments to deployment plans as needed. Engage with external partners to ensure alignment and execution of deployment goals and objectives. Foster positive relationships and effective