Job Description

Location: Flexible

The Sr. Mgr, Digital + Tech Transformation Loyalty Operations Specialist plays a critical role in Marriott’s Digital and Technology Transformation, reporting to the Sr. Director, Loyalty Performance and Support, EMEA with a dotted line to the Director, DTT Business Process & Discipline Support EMEA.

This role will provide a bridge between current and future hotel operations, guiding deploying hotels on the new systems and business processes that support the guest journey with focus on the member experience, to ensure a smooth transition and cutover. They will provide trainings and guidance to transitioning hotels, ensuring that property teams are fully prepared to operate with the new systems from Day 1.

To accomplish this, the Sr. Mgr., Digital + Tech Transformation Loyalty Operations Specialist will develop subject matter expertise covering the end-to-end systems and processes that Associates will use to deliver great guest experiences, including Opera Cloud PMS, SPOG, and ARA, and use that knowledge to support hotel teams across EMEA. They will work collaboratively across Rooms, Sales + Events, Revenue Management and Finance disciplines to provide Loyalty expertise. They will also work closely with the Loyalty Finance and Reimbursement teams at Headquarters to support change management resulting in the concurrent Loyalty Business Transformation.

The successful candidate will have a deep knowledge of the Marriott Bonvoy Program and existing operations within EMEA and the systems that support it, including Opera PMS, MARSHA, EMPOWER: GXP, EMPOWER: RES, in addition to expertise to support the finance processes for redemption stay reimbursement.

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, Sales + Events, Revenue Management, Finance and Loyalty Operations disciplines in EMEA

End-to-End Deployment Validation:

• Support 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 – with a key focus on ensuring loyalty nuances are noted across the training modules and process documents.

Workshop Facilitation & Training: Support 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 Continent and Loyalty 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 the Marriott Bonvoy loyalty program and existing operations within EMEA and the systems that support it, including Opera PMS, MARSHA, EMPOWER: GXP, EMPOWER: RES.
• 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 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, hotel teams and Headquarter 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 environments with competing priorities.
• Resilient under pressure, maintaining a positive, proactive approach.
• Strong sense of ownership and drive for operational excellence.

Required Qualifications

• 7+ years of progressive experience in hotel operations, with at least 3 years in a leadership or SME role.
• Demonstrated experience designing and delivering training or workshops to adult learners.
• Deep knowledge of existing PMS, GXP, CRS, and other operational systems.
• Strong analytical, organizational, and communication skills.
• Ability to travel as needed for workshop delivery.

Preferred Skills & Attributes

• Experience with large-scale system deployments or property conversions.
• Experience in adult learning, instructional design, or facilitation.
• Change management or project management credentials.
• Collaborative, adaptable, and solutions-oriented mindset.

Tools & Resources Used

• Workshop Facilitation Materials (slide decks, participant guides, activity sheets). 
• Opera Cloud
• SPOG
• EMPOWER: GXP
• EMPOWER: RES
• ARA
• JIRA
• ServiceNow/Power of M ticketing for configuration support.
• Product Catalog and Land-It task management systems.

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.