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

The Senior Manager, Digital & Technology Transformation, Room Operations, Chinese Mainland plays a critical role in Marriott’s Digital and Technology Transformation, reporting to the Senior Director, Rooms Operations, Greater China with a dotted line to the Director, Deployment, Business Transformation Office, Greater China.

This role will provide a bridge between current and future Room Operations, guiding deploying hotels on the new systems and business processes that support the customer journey to ensure a smooth transition and cutover. They will provide training and discipline support to transitioning hotels, ensuring that property teams are fully prepared to operate with the new systems and business processes from Day 1.

To accomplish this, the Senior Manager, Digital & Technology Transformation, Room Operations, Chinese Mainland will develop subject matter expertise covering the end-to-end systems and processes that associates will use to deliver great customer experiences, including Shiji Daylight PMS, EMPOWER GXP & ResAPP and use the knowledge to support hotel teams across Chinese Mainland. Furthermore, the role 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 requirements, 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