FLEX Senior Director, Command Center Lead, Digital & Technology Transformation Office CALA

FLEX Senior Director, Command Center Lead, Digital & Technology Transformation Office CALA JOB SUMMARY

The Senior Director, Command Center Lead is responsible for leading the strategy and execution of the CALA deployment support model, ensuring seamless hotel cutovers and operational stability across multi-wave transitions. This includes end-to-end oversight of the Command Center during the full cutover window—from 14 days before to 14 days after each deployment—proactive risk management, cross-functional coordination, and clear, timely communication to global and regional stakeholders. With responsibility for multiple simultaneous deployment waves, the role demands exceptional organizational discipline and the leadership presence to drive decisions in fast-moving, high-stakes environments.

In addition, the Senior Director oversees ServiceNow health and hygiene, global issue triage, and defect and incident management, ensuring SLAs are met and improvement opportunities are identified through data-driven insights. They will lead a team of Deployment Support resources, making effective team management essential to scaling support across a large, complex property portfolio. The role requires strong project management expertise, the ability to build trusted relationships, composure under pressure, and the strategic capability to deliver operational continuity throughout a global technology and business transformation program.

Key ResponsibilitiesLead and manage all activities within the CALA deployment support and command center, from readiness and live cutover execution through post-wave stabilization, ensuring all processes are fully aligned with established global frameworks and standards.

Direct 24/7 command center operations during each deployment wave, ensuring seamless coordination, shift handoffs, and urgent issue resolution, while integrating best practices from both business and technology teams to deliver cohesive support across functions.

Act as primary conduit between CALA regional leadership and global command center, surfacing region-specific updates, risks, and execution trends, and ensuring these are communicated in accordance with global reporting structures and requirements.

Oversee ServiceNow management for deployment support aligned with global processes, including incident workflows, categorization, escalation, resolution tracking, monitoring, and reporting, and coordinate closely with both business and IT stakeholders for unified incident management.

Manage integration and performance of third-party support vendors and issue triage teams, ensuring adnce to service level agreements (SLAs) and remediation of unmet metrics, while ensuring vendor processes are harmonized with global support models and business objectives.

• Lead the deployment and adaptation of global support frameworks and models within CALA, tailoring processes to local operational realities, and collaborating with business and technology leaders to ensure effective integration and execution.
• Champion defect and incident management, focusing on customer and associate impacts, workarounds, and resolution in line with SLAs, and ensure cross-functional collaboration to drive resolution and knowledge sharing across business and technology teams.
• Standardize defect intake and triage processes across support platforms for consistent classification, prioritization, and tracking, leveraging global templates and collaborating with both business process owners and technical leads.
• Provide timely, tailored updates to CALA executives and stakeholders, including summaries of wave health, major risks, unresolved issues, and post-cutover metrics, ensuring alignment with global communication protocols and integration of insights from both business and technology perspectives.
• Maintain real-time visibility into active workarounds and coordinate with communications and mission control teams for production fixes, ensuring business continuity and alignment with global incident response strategies.
• Participate in global deployment leadership forums, contributing regional insights and shaping cross regional planning and response frameworks, and foster integration between business and technology teams for holistic deployment support.
• Ensure hiring, onboarding, and management of CALA deployment support and command center staff, emphasizing cross-functional expertise and collaboration between business and technology disciplines.
• Conduct post-wave retrospectives to capture lessons learned, drive process improvement, and enhance future wave playbooks, integrating input from both business and technology team members to ensure comprehensive continuous improvement.
• Drive continuous improvement by enhancing tooling, workflows, reporting, and documentation to improve stakeholder experience and deployment agility, and ensure solutions are scalable and compatible with global frameworks across business and IT environments.
• Work closely with communications and discipline teams to ensure all frameworks are effectively implemented and activities are coordinated across the deployment teams, promoting seamless collaboration and consistent execution throughout the deployment lifecycle.
• Perform other duties as required to support transformation objectives, ensuring all activities contribute to the integration of business processes and technology systems in alignment with global standardsExpected Contributions
• Provide leadership and strategic direction across CALA deployment support operations, ensuring region-wide success and alignment with global transformation goals, and integrating business and technology teams for unified execution.
• Deliver effective operational coordination, escalation management, and stakeholder communication throughout each deployment wave, leveraging global frameworks and facilitating collaboration between business and IT groups.
• Identify and implement process improvements to enhance execution agility, visibility, and hotel experience, ensuring enhancements are consistent with global standards and support integrated business-technology workflows.
• Manage and develop high-performing teams, fostering a culture of collaboration, accountability, and continuous learning across both business and technology domains.
• Analyze support tickets and KPIs to identify trends, risks, and opportunities for improvement, and drive integrated action plans with input from both business and technology stakeholders.
• Report regularly to CALA and global executives on deployment progress, issue trends, and resolution health, ensuring information reflects integrated business and technology perspectives and aligns with global reporting expectations.

Education and Experience

• 10+ years of relevant professional experience in lodging, consulting, communications, or related disciplines, demonstrating progressive career growth and exceptional performance.
• Proven success in leading large-scale technology deployments or cutover events in complex, matrixed environments.
• Demonstrated experience managing high-performing teams and cross-functional operations under pressure.
• Strong knowledge of hotel operations, business processes, and technology systems.
• Advanced familiarity with Microsoft 365, ServiceNow, Power BI, Smartsheet, and Monday.
• Experience managing vendor performance and third-party support services.
• Excellent project management skills with the ability to independently manage multiple projects.
• Ability to effectively persuade and motivate stakeholders and team members to achieve project goals and objectives.
• Strong presentation, facilitation, and stakeholder communication skills. Management Competencies

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Leadership:

Demonstrates adaptability, communicates... Visit the Employer site for more details