Senior Manager, Digital & Technology Transformation, Rooms Operations, Chinese Mainland (Contractor)

will understand the shift from legacy Marriott systems to new Power of M systems; the impact this will have on all elements of Room Operations, Marriott Bonvoy loyalty programs, as well as third-party platforms and tools used by the on-property teams.  

KEY RESPONSIBILITIES  

End-to-End Testing and Business Process Validation:  

• Be the Subject Matter Expert (SME) and the connector to document, review and validate operational change impact of business processes related to the related to Room Operations discipline:   
• Contribute to end-to-end business process validation testing for the discipline (e.g., Shiji Daylight PMS) 
• Validate business processes across the full lifecycle of the guest journey 
• Collaborating with relevant stakeholders in Room Operations and other discipline teams in the continent 

Deployment Support:  

• Lead validation of deployment resources, Land-It tasks, and other resources related to Room Operations discipline  
• Work closely with the continent deployment support team and Implementation Managers 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 the continent deployment support team and Implementation Managers throughout the Stabilization phase, helping properties adapt to new business processes, systems, and tools  

Training & Development  

• Digital Learning Path: Partner with Learning and Development (L&D) to ensure property associates receive the training assignments, resources, and system access required for their roles 
• Workshop Facilitation & Training: Lead interactive operations workshops and webinars (virtual and/or in-person) for property teams to facilitate training, share best practices, and address common challenges   
• Training Materials & Resources Creation:   
• Contribute to the development of new learning content and process documentation based on Chinese Mainland nuances  
• Utilize and continuously refine workshop facilitation materials, participant guides, and job aids  

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 Rooms & Events Operations, Revenue & Reservations, Finance, and IT) is essential  
• Gather feedback from early adopters and share insights on improving future workshops and deployment processes 
• Foster a collaborative, supportive learning environment 

Other:  

• Perform other duties as needed 

CANDIDATE PROFILE 

Technical & Functional Expertise 

• Deep knowledge of existing operations within Chinese Mainland and the systems that support it, including Opera PMS, MARSHA, EMPOWER: GXP, EMPOWER: ResAPP 
• Solid understanding of Marriott’s Room Operations programs and the Marriott Bonvoy loyalty ecosystem across Chinese Mainland 
• Ability to quickly build expertise in new and evolving systems and processes, including Shiji Daylight PMS, to support end-to-end customer and associate journeys across Room Operations 

Change Leadership & Stakeholder Engagement 

• Proven ability to lead hotels 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 and hotel teams 
• Comfortable bridging the gap between business

• , product design, and technical stakeholders 
• A 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 Room Operations, with at least 3 years in a leadership or SME role 
• Demonstrated experience designing and/or delivering training or workshops to adult learners 
• Deep knowledge of Room Operations and existing PMS, GXP, CRS, and other operational systems 
• Strong analytical, organizational, and communication skills 
• Ability to travel as needed 
• Native or fluent in spoken Mandarin and written Chinese (simplified) 
• Proficient to advanced spoken and written English  

Preferred Skills & Attributes 

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

Tools & Resources Used 

• ServiceNow; or service ticket systems 
• Pacer / Land-It; or task management systems 
• Smartsheet 
• Microsoft products (e.g., Copilot, Teams, PowerPoint, Word, Forms) 
• Opera v.5.6 PMS 
• guestVoice Qualtrics 
• EMPOWER GXP & ResApp; Salesforce products 
• Product Catalog 
• Shiji Daylight PMS 
• Shiji Meetings & Events