Marriott International, Inc

Compensation

Full Description

This is a temporary role. Candidate can be based within 50 miles of US CEC location or Bethesda (MIHQ) As a FLEX manager, Special Projects, you will support Customer Engagement Center’s (CECs) strategic and operational needs and readiness to advance our planning for Integrated ResApp and other deployment demands. This role will provide dedicated support to facilitate the change management execution to help identify critical elements needed for the CEC Operation and pull through the knowledge needed by the associates / agents. The FLEX Manager, Special Projects, will liaise and manage transition for the Assist team and other Operations Teams/ Knowledge Groups. This role will also manage ResApp User Acceptance Testing (UAT) responsibilities as a business-led function in alignment with enterprise practices. UAT executes extensive testing across scenarios, for both CEC and property perspectives, validating releases and development, ensuring operational readiness and business functional requirements are met. Candidate Profile Education and Experience Required o 3 - 5 years experience in hospitality and/or contact center o Working understanding of both contact center technology and operational procedures. o Strong understanding of current contact center processes capable of validating system behavior against real-world scenarios and future state. Education and Experience Preferred o Subject matter expert (SME) on Assist capabilities and workflows o Knowledge on the DTT / ResApp project overall, including understanding our contingency planning and pilot efforts. Core Work Activities Strategic Deployment, Change Planning + Operational Support • Serve as contact for Integrated ResApp expansion, including AGSS Pilot, Community 1 waves, and Community 2+ planning. • Serve as Operational interface/liaison with deployment and troubleshooting. • Assist with identifying training and comms needs to be planned for as deployment continues at a fast pace in 2026, especially for some Specialty teams or KGs with unique needs. • In partnership with Global Technology (GT), drive to effective CEC support model process, including ticketing workflows and escalation protocols and hypercare. • Support Backlog and Defect Management. Cross-Functional Integration: Tech, Knowledge Management and Learning • Facilitate collaboration across CEC, Deployment, and Learning teams to ensure business readiness. • Manage Assist and support with transition planning and future state workflows. • Execution and coordination with GT/Product team – tickets, follow up – liaise with GT counterparts. • Operational SME in Product Review meetings and business requirements for future GT development. • Collaborate and support the Crew Hub as the central repository for deployment resources and help champion the Mission Leaders/Crew role in the CEC. • Identify KM articles for clarity and updates required for future changes. Business-Led UAT Coordination • Manage test case development, execution, and validation across above-property scenarios. • Identify team members who will lead and execute testing activities across both CEC and property workflows. • Coordinate across above-property teams for test execution to ensure ongoing business and tech readiness ResApp. • Collaborate effectively with business leads, product managers, and technical teams. 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. All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more. Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions. 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.