What are the responsibilities and job description for the FLEX Senior Manager, Franchise Above Property Engagement & Escalations position at Marriott International, Inc?
This position focuses on driving Franchise Above Property engagement by partnering with internal teams, facilitating enrollment in key programs, and supporting access to critical deployment tools involved with Digital and Technology Transformation (DTT). The role involves proactive monitoring of Franchise Management Company (FMC) participation, providing hands-on troubleshooting, and collaborating on escalation and response efforts to strengthen overall franchise involvement with DTT.
25% travel required.
CANDIDATE PROFILE
Education and Experience
Required
- At least 5 years of progressively responsible work experience in the lodging industry leading operations disciplines with proven outstanding customer relations skills
- Demonstrated experience across Franchising, Select Brands, Operations, Reporting & Analysis, Deployments and Project Management, with a strong ability to navigate cross-functional priorities.
- Strong communicator with excellent written, verbal, and interpersonal skills; adept at tailoring messaging to diverse stakeholders and influencing without direct authority.
- Proven ability to build strong relationships to leverage information and insights across key groups as well as drive results
Preferred
- Ability to gain a clear understanding of an initiative and represent it to various constituencies across the organization
- Skilled in analyzing performance trends and KPIs to deliver actionable insights, and effectively communicating those insights to stakeholders.
- Ability to inspire confidence in senior management and to be recognized for stakeholder engagement, change management and deployment leadership
- Working knowledge of Property Management Systems (PMS) across multiple brand types; ability to quickly learn and navigate new technology platforms.
- Experience partnering with technical teams to translate system functionality, limitations, and changes into clear, actionable guidance for operators.
- Experience leveraging reporting and analytics platforms (e.g., Smartsheet, Power BI) to track deployment progress, identify trends, and surface actionable insights for stakeholders.
- Demonstrated strength in clear, concise communication and the ability to navigate complex or difficult conversations with senior leaders, FMCs, and cross‑functional partners to drive alignment and resolution.
CORE WORK ACTIVITIES
- Partner with BTO and OFS teams to increase Franchise Management Company (FMC) participation in immersion sessions.
- Drive FMC enrollment for escalation communications and Mission Control access.
- Proactively monitor deployment dashboards for trends in FMC engagement and conduct outreach at the account level.
- Participate in weekly escalation calls and collaborate with the OFS team to drive response plans.
- Support escalation calls to FMCs in partnership with regional primaries, as needed.
- Partner with FMCs to troubleshoot access to deployment tools (e.g., Mission Control, mDASH).
- Collaborate with the BTO team on cross-functional engagement and escalation efforts.
- Support execution of FMC led comms plan, comms and messaging.
- Share resources and strategic tactics with OFS Regional Primaries to drive deployment pre-engagement and engagement.
- Proactively keep OFS Regional Primaries informed of status and escalations.
- Collect and share feedback from FMCs on how to improve the deployment process.
- Develop deep working knowledge of Marriott PMS platforms across brand types; serve as a primary point of contact for FMC questions related to system functionality and deployment readiness.
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.
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