Job DescriptionThis is a temporary position.
We are seeking a Sr Manager, Product Stability - ARA to own the operational health, reliability, and production stability of the Auto Room Assignment (ARA) product, ensuring ARA is a dependable, trusted experience for property associates and a reliable foundation for long-term adoption. This role serves as the single-threaded owner for production stability, responsible for driving incident resolution, enforcing SLAs, coordinating cross-team dependencies, and ensuring production insights inform product and engineering decisions. Reporting into Product Management, this role partners closely with Engineering, SRE, Global Operations, Service Desk, Release Management, and external vendors to protect guest and property experience while enabling delivery teams to remain focused on roadmap execution.
Key Responsibilities- Serve as the day-to-day responsible lead for ARA production stability, a core capability of ARA, and end-to-end incident management across ServiceNow and related intake channels.
- Monitor, triage, and actively drive production incident resolution across L1, L2, L3, SRE, platform teams, and external vendors.
- Track and enforce SLA response and resolution targets; proactively identify and escalate risks before SLA breaches occur.
- Act as the primary escalation and communication point for production issues, ensuring clear, timely, and consistent stakeholder updates.
- Coordinate follow-ups, root cause analyses (RCAs), retrospectives, and corrective actions with dependent internal teams and vendors.
- Ensure incidents are closed with appropriate validation, documentation, and RCA artifacts to reduce repeat issues and operational toil.
- Partner with Operations to identify patterns of operational friction or ambiguity and convert them into product, design, or engineering improvements
- Partner with Engineering, Operations, and SRE to identify systemic stability issues, process gaps, and opportunities for continuous improvement.
- Support production readiness and release activities, including pre-release checks, post-release monitoring, and knowledge transfer between teams.
Deliverables (Expected Role Outcomes)- Clear and consistent ownership of ARA production stability with no orphaned or aging incidents.
- Improved SLA compliance, reduced MTTR, and predictable, trusted production behavior that supports associate adoption and confidence
- Predictable escalation paths and timely resolution of cross-team dependencies.
- Actionable operational insights tied to ARA KPIs, including Adoption, Reliability, and Accuracy.
- Increased confidence from leadership and stakeholders in ARA's production readiness and stability.
Required Qualifications- 7+ years of experience in product operations, production support, service reliability, or technology operations roles.
- Proven experience owning production incidents, SLAs, and cross-team resolution without direct line authority.
- Strong working knowledge of ITSM tools (e.g., ServiceNow), incident/problem/change management practices, and SLA governance.
- Demonstrated ability to partner effectively with Product, Engineering, SRE, and external vendors in high-pressure production environments.
- Excellent written and verbal communication skills, including executive-level status and risk communication.
Preferred Qualifications- Experience supporting large-scale, guest-facing or property-facing enterprise platforms.
- Familiarity with SRE concepts such as toil reduction, error budgets, and reliability metrics.
- Experience supporting release readiness, cutover activities, or post-deployment stabilization.
- Experience building or consuming operational dashboards and KPI reporting.
Nice-to-Have Skills- Experience with observability or monitoring tooling (e.g., Dynatrace or similar).
- Experience with Gen AI tools (CoPilot, Rovo, or similar).
- Exposure to hospitality, travel, or highly transactional systems.
- Prior experience in a product-aligned operations or product reliability role.
Working Style- Operates with a product-first stability mindset, balancing speed of delivery with reliability and risk management.
- Calm, decisive, and effective under production pressure.
- Highly collaborative, able to lead through influence with onshore and offshore technology, operations, and support teams.
- Detail-oriented while maintaining a strong focus on outcomes, trends, and systemic improvements.
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.
