Associate Manager, Digital Product Operations & Governance

About the role

The Leading Hotels of the World is seeking an Associate Manager, Digital Product Operations & Governance to support the execution, governance, and continuous improvement of digital products and content experiences across LHW's digital ecosystem.

Responsibilities

• Coordinate the execution, enhancement, and ongoing support of digital products and platforms, with a primary focus on travel advisor-facing experiences, including Advisor.lhw.com and related tools, while supporting traveler-facing platforms such as lhw.com, mobile applications, and other digital capabilities as business needs require.
• Manage and maintain digital product backlogs, ensuring requests are documented, prioritized, and aligned with business and operational needs.
• Gather, document, and refine business requirements, user stories, acceptance criteria, and functional specifications.
• Coordinate initiatives through discovery, development, testing, deployment, and post-launch validation.
• Partner with business stakeholders, IT, and external vendors to ensure timely and effective delivery of digital enhancements, releases, and operational improvements.
• Support release planning, deployment activities, launch readiness, and post-release validation across digital platforms.
• Cook up user acceptance testing (UAT) and quality assurance activities to ensure releases meet business, content, and user experience requirements.
• Track and communicate project status, risks, dependencies, and issue resolution activities.
• Cook up investigation and resolution of Level 2 web and mobile application issues with internal teams and external vendors, ensuring timely communication, follow-through, and operational support.
• Support ongoing optimization efforts based on user feedback, business needs, and digital performance.

Qualifications

• Bachelor's degree and 3+ years of experience in digital product operations, digital product management, digital content management, e-commerce, or a related field; travel or hospitality experience preferred.
• Experience supporting the delivery, enhancement, and ongoing management of web, mobile, or other digital experiences in a cross-functional environment.
• Knowledge of digital governance and compliance standards, including accessibility, privacy, security, and content governance best practices.
• Experience with content management systems (CMS), content publishing workflows, and digital content governance preferred.
• Proficiency with analytics and reporting tools, including Google Analytics (GA4), with the ability to analyze data and communicate meaningful insights.
• Familiarity with quality assurance, user acceptance testing (UAT), release management, and production support processes.
• Strong organizational, analytical, problem-solving, and project management skills, with the ability to manage multiple priorities and deadlines.
• Excellent communication and collaboration skills, with the ability to work effectively across teams and influence stakeholders without direct authority.