JOB SUMMARY

The Senior Manager, Command Center Communications will be responsible for the execution of Command Center communications strategy in support of Marriott’s digital and technology transformation. As an integral part of the Business Transformation Office’s (BTO) Change Management, Communications team, the Senior Manager, Command Center Communications’ primary focus will be to support the communication strategy for The Power of M Command Center, including – but not limited to – creating communication templates, managing review and approval processes, tracking known issues and coordinating with program and continent communication leads and other engaged disciplines (e.g., Deployment, Learning). 

The Senior Manager, Command Center Communications will leverage the BTO Communication tools and platforms to ensure the timely flow of key information from the Command Center to hotels in the Launch phase of their deployment journey and will be a critical business partner to project, initiative and discipline leaders. 

This position will regularly interact with senior BTO leaders and will liaise frequently with key stakeholders across the program. The core accountabilities for this position are: 

• Continually monitor and improve the effectiveness (e.g., distribution, content management, readability) of Command Center communications 
• Assist with Command Center Communications content creation, review, approval and distribution processes 
• Manage processes and templates to assist Command Center staff in creating and delivering content during off-hours 
• Support the Director, Command Center Communications, and Command Center leaders to ensure critical items and/or issues are communicated to impacted hotels rapidly and effectively  
• Represent the BTO Communications team in key meetings where needed (e.g., run of show, deployment touchpoints) 
• Partner with the BTO Communications leads to share issues being addressed by Command Center communications and ensure they are accounted for in future deployment communications as appropriate 
• Participate in after-hours coverage when needed to enable 24/7 global command center communications support during active cutover windows 

 

CANDIDATE PROFILE 

Education and Experience 

• 5+ years’ experience in communications, ideally in a fast-paced, reactive environment, demonstrating a pattern of exceptional performance AND 4-year degree from an accredited university in Communications or related major 
• OR 6+ years of total relevant professional experience in related function, demonstrating progressive career growth and pattern of exceptional performance 
• Experience managing global communications vehicles, including editorial oversight and content management for websites and email distribution 
• Experience developing command center, issue triage and/or crisis communications or demonstrated ability to quickly adapt, develop and deliver upon communication needs 
• Possess exceptional written and oral communication skills; able to develop clear, concise and logically written business communications as well as deliver recommendations effectively to key stakeholders and demanding audiences 
• Strong personal leadership, organizational, relationship-building and negotiation skills 
• Self-starter with confidence, enthusiasm and strong customer service orientation 
• Demonstrated ability to deliver results under difficult conditions, particularly when faced with complexity and ambiguity 
• Ability and willingness to provide off-hours support to enable 24/7 global command center communications during cutover windows 
• Experience with transformational change management including large-scale, global systems deployment a plus 

CORE WORK ACTIVITIES 

Managing Work, Projects and Policies 

• Assists in execution of overall Command Center communications strategy, ensuring implementations are consistent in processes, tools and services provided to customers with the overall BTO change management and communication strategy 
• Partners with Command Center staff and key stakeholders to sustain a comprehensive global operations-facing communications strategy 
• Identifies appropriate and timely ways to respond to key issues reported to Command Center via established communication channels and opportunities to mitigate issues in future deployment waves 
• Tracks updates on issues with subject matter experts to ensure hotel teams are kept up to date 
• Reviews all communications to ensure they fit within the existing BTO communications strategy and style guide 
• Builds relationships across Marriott, including global program, initiative and discipline team leaders and continent communications partners 

Additional Responsibilities 

• Provides information to supervisors, coworkers and leaders in a timely manner 
• Manages time effectively and juggles multiple projects 
• Presents ideas, expectations and information in a concise, organized manner 
• Uses problem solving and project management skills in decision making and follow up
• Performs other reasonable duties as assigned by manager 

MANAGEMENT COMPETENCIES 

Leadership 

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace 
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods 
• Problem Solving and Decision Making - Identifies and understands issues, problems and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems and chooses a course of action 
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values 

Managing Execution 

• Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members 
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed 

Building Relationships 

• Coworker Relationships - Interacts with others in a way that builds openness, trust and confidence in the pursuit of organizational goals and lasting relationships 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company’s service standards 
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential 

Generating Talent and Organizational Capability 

• Organizational Capability - Evaluates and adapts the structure of assignments and work processes to best fit the needs and/or support the goals of an organizational unit 
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives 

Learning and Applying Professional Expertise 

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others 
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges 
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges 
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities:
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers)  
• Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues 
• Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences 
• Reading Comprehension - Understands written sentences and paragraphs in work-related documents

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.