The FLEX Director, Senior Manager, Readiness and Enablement sits within the Global Operations (GO) department, where we work to enrich the experience of the stay, creating value for guests and owners while advancing hospitality excellence. The role is critical to drive adoption of Single Pane of Glass capabilities by ensuring solutions are not only functionally ready, but operationally viable and deployable at scale. This role extends beyond traditional user acceptance testing to include testing that evaluates readiness for real‑world hotel operations, deployment execution, and change adoption.
In addition to leading acceptance testing and defect management, this role also develops and executes test scenarios, assesses operational, deployment, and adoption readiness — including user acceptance testing — manages JIRA and Zephyr test activities, partners on change management and deployment enablement, supports learning and development, and oversees ServiceNow incident management. By connecting testing outcomes to these areas, the FLEX Senior Manager ensures that insights from testing directly inform how Single Pane of Glass is successfully enabled, adopted, and sustained across hotel operations. The position partners closely with Product, Engineering, Deployment, Training, and Change Management teams to influence the full product lifecycle — from design validation through launch and post‑deployment stabilization.
The core focus areas for this role are:
- Acceptance test scenario development and execution
- Testing to assess operational, deployment, and adoption readiness (including UAT)
- Defect management and triage
- JIRA and test management (Zephyr)
- Change management and deployment enablement partnership
- Learning and development support
- ServiceNow Incident Management
CANDIDATE PROFILE
Education and Experience
Required
- 4-year Bachelor’s degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related field; OR a combination of education and experience from which comparable knowledge can be gained.
- 5+ years of hotel systems experience or other relevant experiences using LightSpeed PMS, FOSSE, FSPMS, and/or Opera
- Experience working with international teams and supporting global systems and operational processes
Preferred
- Hospitality leadership experience
- Experience with other Marriott Property Management Systems, including FOSSE, LightSpeed, FSPMS, and Opera V5.6
- Experience supporting technology deployments or large-scale change initiatives in a hospitality or multi-site operational environment
- Demonstrated ability to translate testing insights into training, deployment, or change management actions
CORE WORK ACTIVITIES
- Develop, refine, and execute acceptance and envelope test scenarios based on design documentation and real-world hotel workflows to ensure comprehensive validation of functional accuracy, operational readiness, and usability.
- Record, analyze, and report testing outcomes, providing clear pass/fail results and actionable recommendations for business user acceptance, while proactively identifying change management, training, and deployment risks.
- Document and communicate testing insights, adoption risks, and readiness signals to Product, Deployment, and Change Management teams to inform deployment strategies and readiness criteria.
- Manage Jira defects and Zephyr test executions, including logging, prioritization, retesting, and participation in triage forums to support timely resolutions.
- Collaborate with cross-functional partners—Product, Engineering, Deployment, Operations, and subject matter experts—to interpret requirements, support design discussions, and ensure alignment with stakeholder expectations.
- Create and manage test plans for user functionality testing, integrating role-based and cross-system scenarios and validating business processes and training content from the end-user perspective.
- Communicate risks, dependencies, and readiness concerns that may impact adoption, deployment timelines, or quality, and support mitigation planning with relevant partners.
- Analyze and document current and future state business processes to identify improvement opportunities and ensure solutions are aligned with business requirements.
- Assist in developing and maintaining training materials such as e-learning modules, job aids, facilitator guides, user guides, quick reference materials, and training logs for various user roles.
- Document frequently asked questions and troubleshooting steps to support user adoption and reduce support requests, while providing ongoing support to development and implementation teams by clarifying requirements and addressing functional design questions.
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.
