Job DescriptionJob SummaryThe Vice President, Caribbean and Latin America Property Operations is the senior technology leader for IT in the continent, responsible for driving field technology operations and ensuring the successful delivery, adoption, and support of technology services across the region. This leader serves as the technology liaison between continent business leadership, hotel operations, property technology teams, owners, franchisees, and Marriott's Global Shared Services technology organizations.
The role is responsible for fostering strategic stakeholder relationships, representing the continent in enterprise technology forums, and advocating for the technology needs of the region. Working closely with leaders across IT Strategy, Product & Portfolio Management, Openings, Conversions & Deployments, and Service Management Office, this position ensures the successful execution of technology initiatives while maintaining operational excellence, cybersecurity compliance, service reliability, and business alignment.
The Vice President leads the continent's Field IT organization, providing strategic direction, operational oversight, and people leadership to ensure the region's technology infrastructure, services, and support capabilities meet current and future business needs.
This role exists to close a longstanding structural gap in the continent's field technology model: CALA Continent Technology today has no formal authority over on-property IT talent, no consistent reporting lines to hold on-property technology staff accountable, and property-level compensation makes it difficult to retain technical talent. Closing this gap through governance structure, staffing model design, and property-level accountability is a primary mandate of this role, not a secondary responsibility.
Education and Experience Required - Undergraduate degree in Information Technology, Computer Science, Business Administration, or a related field, or an equivalent combination of education, certifications, and experience.
- 12+ years of progressive technology leadership experience, including technology operations, service delivery, and business process improvement within a large, complex organization.
- Deep knowledge of hospitality technology, hotel operations, and field technology support models.
- Demonstrated experience leading geographically dispersed teams and working with property-based technology organizations.
- Proven experience managing cross-functional, outsourced, and matrixed organizations
- Strong executive presence with the ability to influence stakeholders across multiple levels of the organization.
- Exceptional collaboration, communication, facilitation, and relationship management skills.
- Demonstrated ability to deliver results through influence, partnerships, governance, and team leadership.
- Fully bilingual in English and Spanish.
Preferred - Portuguese language proficiency.
- Experience leading large-scale hotel technology operations across multiple countries and brands.
- Experience supporting service technology deployment programs.
- Experience partnering with enterprise technology shared services organizations in a matrixed environment.
Core Work Responsibilities Field Technology Operations Leadership - Provide strategic leadership for all Field IT Operations across the Caribbean and Latin America region.
- Serve as the executive technology partner to hotel operations leadership, Area Vice Presidents, General Managers, owners, and franchisees.
- Ensure reliable delivery of technology services and operational support across managed, franchised, and corporate properties.
- Establish a culture of operational excellence, accountability, continuous improvement, and customer service.
- Monitor technology service performance, identify recurring issues, and drive proactive remediation efforts.
- Lead regional technology incident management and serve as the senior escalation point for critical business-impacting issues.
- Partner with Information Security teams to ensure compliance with cybersecurity standards, audit requirements, and regulatory obligations.
- Oversee regional technology operating and capital expenditures, ensuring alignment with business objectives and investment priorities.
- Represent CALA in enterprise technology governance forums, leadership councils, and strategic planning discussions.
- Design and implement a governance and reporting model that gives CALA Continent Technology real authority and accountability over on-property IT staffing, performance, and retention, directly addressing the region's current compensation and turnover gap for technical talent.
Partnership with Shared Services Organizations IT Strategy, Product and Portfolio Management - Partner with the IT Strategy organization to align continent technology priorities with enterprise strategies and long-term roadmaps.
- Provide operational and regional insights that influence future technology investments and innovation initiatives.
- Act as the voice of the continent in product planning and prioritization discussions.
- Collaborate with Product and Portfolio leaders to ensure solutions meet regional operational and business requirements.
- Provide feedback on technology adoption, usability, service performance, and business outcomes.
Openings, Conversions & Deployments - Partner with Openings, Conversions, and Deployments teams to support successful hotel openings, brand conversions, renovations, and technology refresh programs.
- Ensure operational readiness, stakeholder alignment, and support transition planning for all deployment activities.
- Advocate for regional priorities and resource requirements throughout implementation of programs.
Service Management Office (SMO) - Collaborate with the Service Management Office to improve service performance, operational governance, reporting, and continuous improvement initiatives.
- Monitor service levels and key performance indicators to ensure delivery objectives are achieved.
- Support the development of standardized operational processes and service management practices.
Stakeholder Engagement & Relationship Management - Serve as the primary technology advisor for continent business leaders and operational stakeholders.
- Build strong partnerships with regional leadership teams to understand business priorities
- Participate in owner, franchise, and operational forums as the senior technology representative for the continent.
- Facilitate collaboration between continent stakeholders and shared services with continent technology teams to ensure timely resolution of issues and alignment of priorities.
- Act as a trusted advisor to business leaders on technology opportunities, risks, and investments.
Technology Planning & Business Enablement - Contribute to the development and execution of the continent technology roadmap, supporting operational plans.
- Identify opportunities to improve efficiency, enhance the guest experience, and enable business growth through technology.
- Maintain awareness of industry trends, emerging technologies, and hospitality technology innovations.
- Ensure regional business and operational requirements are effectively represented within enterprise technology initiatives.
People Leadership - Lead, coach, and develop a high-performing Field IT organization.
- Establish clear goals, performance expectations, and development plans for leaders and associates.
- Foster a culture of inclusion, engagement, accountability, learning, and continuous improvement.
- Build leadership succession plans and develop organizational capabilities to support future business needs.
- Promote collaboration across technology and business teams while maintaining a strong customer-focused mindset.
