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

The Senior Manager, Digital & Technology Transformation, Loyalty Operations, Chinese Mainland plays a critical role in Marriott’s Digital and Technology Transformation, representing the Loyalty Operations perspective across system, process, and deployment readiness. The role ensures that Marriott Bonvoy program requirements, member recognition, enrollment, redemption, benefits delivery, and loyalty-related associate workflows are clearly understood, validated, and embedded into the transformation journey.

This role will provide a bridge between current and future Loyalty Operations, working closely with Loyalty Program, Rooms Operations, deployment teams, and property leaders to support hotels adopting new systems and business processes. The role will help ensure property teams can consistently deliver core Marriott Bonvoy experiences from Day 1, including member identification, benefits fulfillment, enrollment, points-related servicing, redemption booking handling, service recovery, and loyalty issue escalation.

To accomplish this, the Senior Manager, Digital & Technology Transformation, Loyalty Operations, Chinese Mainland will develop subject matter expertise across the end-to-end systems and processes that enable loyalty delivery at property level, including Shiji Daylight PMS, EMPOWER GXP & ResAPP, Marriott Bonvoy program tools, associate-facing workflows, service channels, and relevant third-party platforms. The role will understand the shift from legacy Marriott systems to new Power of M systems and translate the impact into clear operational guidance for Loyalty Operations, Rooms Operations, and on-property teams across Chinese Mainland.

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:

o Contribute to end-to-end business process validation testing for the discipline (e.g., Shiji Daylight PMS)

o Validate business processes across the full lifecycle of the guest journey

o Collaborating with relevant stakeholders in Loyalty Program, Room Operations and other discipline teams in the continent

Loyalty Operations Scope & Program Readiness:

• Serve as the Loyalty Operations SME for transformation activities, ensuring Marriott Bonvoy program requirements and property-level delivery needs are represented in system design, testing, training, deployment, and stabilization activities.

• Validate loyalty-related workflows across the guest and member journey, including member profile recognition, tier benefits, enrollment, point active member opportunities, redemption stays, upgrade and benefit handling, service recovery, and escalation paths.

• Partner with Loyalty, Rooms Operations, IT, Revenue & Reservations, Finance, and Customer Engagement Centers to identify cross-functional impacts and ensure loyalty processes are aligned, practical, and consistently executed by hotels.

• Translate loyalty policy and program requirements into clear hotel-facing guidance, job aids, readiness checks, and issue-resolution playbooks that support consistent member experience delivery.

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:

o Contribute to the development of new learning content and process documentation based on Chinese Mainland nuances

o 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 Loyalty Operations within Chinese Mainland, including Marriott Bonvoy program delivery, member recognition, benefits fulfillment, enrollment, redemption handling, service recovery, and loyalty-related issue resolution at property level is a great advantage

• Solid understanding of how Loyalty Operations connects with Rooms Operations, Reservations, Revenue Management, Finance, Customer Engagement Centers, and digital channels across the member journey

• Ability to quickly build expertise in new and evolving systems and processes, including Shiji Daylight PMS, EMPOWER GXP & ResAPP, and Power of M capabilities, to support end-to-end customer, member, and associate journeys

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 Loyalty Operations, Rooms Operations, or related hotel operations disciplines, with at least 3 years in a leadership or SME role supporting Marriott Bonvoy or loyalty-related processes

• Demonstrated experience designing and/or delivering training or workshops to adult learners

· Deep knowledge of loyalty and property systems that support member recognition, benefits delivery, enrollment, redemption stays, guest servicing, and issue escalation, including PMS, GXP, CRS, and related operational platforms

• 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