Manager Operations Programs & Services

Manager, Operations Programs & Services

Reporting to their assigned leader within the Resort Operations & Experience leadership team, the Manager, Operations Programs & Services plays a key role in coordinating and executing initiatives that align Resort Operations evolving business needs. This role works closely with field operations teams, corporate operations disciplines, and Global Technology (GT) partners to translate operational requirements into actionable deliverables, while supporting the rollout and adoption of tools, products, processes and procedures that enhance both performance, guest, and associate experience.

The Manager is responsible for overseeing a diverse portfolio of products, processes, and operational technologies across MVW's global resort network. These may include Property Management Systems (PMS), Central Reservation Systems (CRS), Point of Sale (POS), Guest Room Entertainment (GRE), Customer Relationship Management (CRM), and staff communication platforms. The role also supports systems that enable mobile check-in, housekeeping and maintenance management, spa and activity scheduling, mobile food and beverage ordering, EV charging, energy and building management, digital signage, Wi-Fi infrastructure, safety/security technologies and any technology, product, or process supporting Resort Operations. The Manager ensures these solutions meet day-to-day operational needs while advancing MVW's strategic goals for guest experience.

In addition, the Manager supports the full product lifecycle, including roadmap execution, program coordination, and stakeholder engagement. This role contributes to tracking key deliverables, identifying process improvement opportunities, and implementing enhancements that drive efficiency and innovation across the resort experience. Tactical delivery is executed under the direction of the assigned leader.

Expected Contributions

• Business Requirements & Product Support
• Gather and document business requirements for new or enhanced products to support operational needs.
• Translate business needs into actionable inputs for product and delivery teams, guiding prioritization and execution to meet delivery timelines and stakeholder expectations.
• Collaborate cross-functionally with GT teams, including Technical Product Owners and Project Delivery.
• Represent Resort Operations in agile product pod teams or similar structure as a business contributor when needed.
• Establish and monitor administrative procedures for assigned programs and products.
• Complete required documentation within specified timeframes to support project timelines.

• Project Coordination & Execution
• Coordinate product development activities and track progress against established milestones.
• Provide timely and effective support for system implementations and enhancements
• Support the planning and execution of projects impacting Resort Operations, ensuring alignment with operational needs and timely delivery.
• Keep the Senior Manager and broader team informed on initiative progress.
• Work closely with MVW, MI, or Hyatt vendor corporate business teams, and Site Operations as appropriate.

• System Performance & Continuous Improvement
• Monitor system performance and proactively gather user feedback to identify and champion continuous improvement opportunities.
• Identify and advocate for opportunities to streamline workflows and reduce friction in field technology.
• Support improvements in associate workflows and system usability.
• Participate in risk and compliance reviews initiated by GT or internal audit.

• Training, Communication & Change Management
• Assist in executing change management and communication plans for system rollouts.
• Support the assessment of training and change management needs, and take ownership of designing and executing comprehensive training, communication, and change management plans for all products and programs.
• Develop and maintain training materials and job aids to support system readiness and adoption.
• Create and manage centralized online resource hubs for easy access to current documentation and self-service tools.
• Coordinate communication plans that clearly articulate system changes, timelines, and stakeholder impacts, in alignment with MVW brand standards.
• Partner with RO field leaders and enablement teams to lead change management efforts and drive engagement and adoption.
• Collaborate with the End User and Rooms Advisory Council to ensure major initiatives align with operational needs.
• Collect and incorporate end-user feedback to improve training, communication, and support resources.
• Partner with GT and Digital teams to ensure Resort Operations priorities are understood and enhancements meet front-line needs.
• Perform other duties as assigned to support business objectives.

Working Relationships

• Resort Operations Corporate Team Discipline Leads & Field Leadership
• Resort Operations Business Support Team
• MVW Global Technology Resort Ops Technology Solution team
• GT Technical Product Team
• GT Project Delivery Team
• Law Department
• Procurement
• MVW Change Management team
• Resort Operations Project Management, Communications, and Training Team
• Business Stakeholders across Resort Operations
• Vendors and licensees

Candidate Profile

Education

• A bachelor's degree (BS/BA) in a business-related field is required, or equivalent training combined with direct, on-property Resort Operations experience.
• Certified Scrum Product Owner (CSPO) certification is required, or candidates must demonstrate equivalent relevant work experience.
• Project Management Professional (PMP) and/or Change Management certification is preferred.

Experience

• Minimum of five (5) years of hands-on experience working with these systems in an on-property resort operations environment.
• Additional experience in other Resort Operations disciplines is an advantage.
• Three (3) to five (5) years of experience supporting medium to large-scale projects and programs, from initial concept through implementation and ongoing compliance.
• Demonstrates comprehensive knowledge of a wide range of technology systems commonly used in resort operations, including but not limited to Opera PMS, FSPMS, POS, CRS, CRM platforms, TV systems, and electronic door locks.
• Possesses relevant process improvement experience, including the ability to identify opportunities, implement changes, and measure the effectiveness of those improvements.

Skills & Attributes

• Brings a strong operational foundation with a deep understanding of field-level challenges and workflows.
• Demonstrates advanced interpersonal skills with the ability to influence both business and technical teams, as well as engage cross-functional teams, customers, and senior leadership, fostering strong partnerships and results.
• Proficient in developing business cases, gathering and translating requirements, engaging stakeholders, and analyzing performance metrics.
• Communicates complex system functionality in clear, practical, and business-relevant terms.
• Maintains awareness of industry trends and actively seeks opportunities to apply new concepts to enhance project management practices.
• Respond positively to change and adapt effectively within dynamic work environments.
• Champions continuous improvement initiatives within the workplace.
• Builds and maintains strong relationships with corporate business leaders and global IT partners.
• Capable of working collaboratively as both a team member and a team leader to resolve issues.
• Skilled in identifying trends and patterns to inform process improvements and develop effective future strategies.
• Highly proficient in documentation and diagramming, including workflow creation and project management materials.
• Self-motivated, detail-oriented, and capable of prioritizing and executing tasks efficiently.
• Strong problem-solving abilities in both operational and technical contexts.
• Organized, goal-driven, and able to work independently with minimal supervision.
• Excellent verbal and written communication skills.
• Demonstrates strong teamwork and collaboration across all levels of the organization.
• Effectively manages multiple priorities and commitments simultaneously.
• Consistently follows procedures with accuracy and attention to detail.
• Flexible to work varying schedules to support a global business environment.
• Maintains a professional demeanor and appearance, with strong communication and interpersonal capabilities.
• Goal-oriented and self-motivated, with a commitment to excellence.
• Fosters a positive team environment and interacts effectively across all organizational levels.
• Advanced skills in Microsoft Office 365 applications, including Excel, Visio, Word, Teams, and Outlook, with Microsoft Project is preferred.
• Willingness to travel up to 50% for select projects, as needed.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.