Senior Manager Digital Guest, Marriott Bonvoy

Marriott Bonvoy

Location:
United States, Bethesda

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

47.30 - 77.45 USD / Hour

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Job Description:

The Senior Manager Digital Guest position involves serving as a primary SME for Mobile Key services and providing technical expertise in application support efforts related to key vendors, Marriott support teams, GIS, and global hotel operations. Responsibilities include timely remediation of mobile key incidents, execution of support processes, onboarding vendor partners, and support of SLAs. Ideal candidates will possess relevant technical skills, strong communication abilities, and proven leadership competencies.

Job Responsibility:

Remediate mobile key incidents in a timely fashion, per established SLAs
Identify trends and patterns that can potentially lead to product improvement efforts to prevent recurring incidents
Execute BAU activities in the support of the mobile key program, (remediate component accounts & PKI certificates)
Support the execution of clear mobile key escalation processes amongst multiple support disciplines to drive lower MTTR
Provide support to key vendor partners with regard to access to Marriott resources and tools, to include onboarding and maintenance of credentials and smart key
Monitor Key Vendor Incident dashboards to ensure SLAs are being met and tickets addressed in a timely fashion
Support of SLAs with partners and reporting/analytics
Support key vendor product certification and establish/modify appropriate support process documentation.

Requirements:

Four-year degree from an accredited university in Business Administration, Computer Science, or related major, or equivalent experience
6 years’ experience in technology operations, global operations, or related professional area
Experience with supporting Mobile Key technologies and vendors
Experience with one or more Marriott PMS systems, (FSPMS, Opera, Lightspeed, FOSSE)
1 year experience within ITIL Service Availability processes and tools, Service Now, ADSP, Splunk, Tableau
Experience with troubleshooting technical issues, analyzing application and system logs
Demonstrated ability to deliver results under challenging conditions, particularly when faced with complexity, ambiguity, and aggressive timelines
Experience with Agile processes and tools, i.e. Jira, Confluence
Ability to break down mobile key support processes into manageable repeatable steps while delivering consistent experience
Ability to pivot from existing plan to address any unforeseen circumstances and maintain calm within support teams and key vendors
Ability to identify new opportunities to drive better mobile key experiences and/or incremental reliability
Excellent communicator, both written and spoken. Must be able to document and evangelize consistent support processes
Strong problem-solving skills and able to guide technical and support teams to identify issue root cause and appropriate remediation.

Nice to have:

Proficiency in Office software products and digital collaboration tools
Thrives in a fast-paced, entrepreneurial environment
Effective written and oral communications skills with sensitivity to global communication needs
Strong interpersonal skills and success in cross-functional relationship-building at all levels, ability to drive consensus through influence and fact-based approach
Demonstrated comfort with evangelizing mobile key support best practices.

What we offer:

401(k) plan
stock purchase plan
discounts at Marriott properties
commuter benefits
employee assistance plan
childcare discounts
medical coverage
dental coverage
vision coverage
health care flexible spending account
dependent care flexible spending account
life insurance
disability insurance
accident insurance
adoption expense reimbursements
paid parental leave
paid sick leave
PTO balance
9 holidays annually.

Additional Information:

Job Posted:
October 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Manager Digital Guest