AVP, Product Development & Operational Excellence

Key Responsibilities

• Develop and implement a holistic product experience strategy that aligns with the company’s mission and enhances guest satisfaction throughout their journey.
• Stay abreast of industry trends, emerging technologies, and best practices in product experience to drive innovation within the organization.
• Collaborate with executive leadership to define product strategy and roadmap, ensuring alignment with overall business objectives.
• Owning the product development lifecycle, from final concept brief through launch and post-launch evaluation.
• Advocate for a guest-centered design approach, leveraging customer insights, market research, and feedback to shape product offerings and experiences.
• Champion a user-centered design approach throughout the product lifecycle, utilizing research and insights to inform product decisions.
• Conduct competitive analysis and stay informed about industry trends to identify opportunities for innovation and differentiation in our cruise offerings.
• Liaison with Hotel Operations and Operational Stakeholders to gain buy-in and co-develop the guest experience brief and standard operation procedures.
• Partner with various departments to identify best practices and share resources that promote high performance across the organization.
• Collaborate closely with marketing, operations, guest services, and onboard teams to ensure seamless integration of product offerings and consistent messaging.
• Lead initiatives to drive organizational change, ensuring teams are supported and equipped to adapt to new processes and expectations.
• Work closely with engineering, design, and marketing teams to ensure seamless execution of product initiatives.
• Assess the technical, financial, and market viability of the product concept to ensure it is feasible to produce and sell.
• Create prototypes or models, followed by iterations based on feedback.
• Conduct market testing or user testing to gather feedback and validate the product's functionality, usability, and appeal.
• Introduce the product to the market and customer through development of detailed guest experience briefs and standard operating procedures.
• Analyze performance, customer feedback, and sales data to identify areas for improvement or future enhancements.
• Work with the product and brand management team to prioritize features and enhancements that will elevate the guest experience and meet business objectives.
• Prioritize features and enhancements that optimize user experience and drive business results.
• Ensure all product experiences reflect the brand’s values and promise, enhancing our reputation as a leader in the cruise industry.
• Regularly present product experience strategies, updates, and performance metrics to senior leadership and key stakeholders.
• Establish key performance indicators (KPIs) to measure team effectiveness and implement data-driven strategies for improvement.
• Foster a positive and inclusive organizational culture that encourages collaboration, accountability, and recognition of achievements.
• Design and implement programs that promote team building, professional development, and skill enhancement, ensuring alignment with organizational goals.

Qualifications And Education

• A strong background in product management, extensive experience in product lifecycle management, and a deep understanding of industry trends.
• Experience or knowledge of operational requirements and operational success metrics, preferred.
• Cruise industry experience preferred.
• Bachelor’s degree in business, Hospitality Management, Marketing, or a related field. Master’s degree preferred.
• 8+ years of experience in product management or customer experience roles, with a minimum of 4 years in a leadership capacity, preferably within the travel or hospitality industry.
• Proven track record of developing and launching successful products and experiences that delight customers.
• Strong understanding of customer experiences principles, particularly within the cruise or hospitality sectors.
• Strong understanding of user-centered design principles and methodologies.
• Excellent analytical skills, with the ability to translate data into actionable insights.
• Exceptional communication and presentation abilities, capable of influencing stakeholders at all levels.
• Strong understanding of performance management frameworks and employee engagement strategies.
• Exceptional interpersonal, communication, and facilitation skills, with the ability to influence and inspire at all levels.
• Experience with change management practices and strategies.
• Data-driven mindset with the ability to analyze metrics and make informed decisions.
• Strong problem-solving and decision-making capabilities.
• Proven track record of successfully launching products and driving revenue growth.
• Experience in agile methodologies and project management.
• Ability to remain flexible and calm in high-pressure situations and adjust as multiple moving parts consistently change.
• Experience in leading a high-performing operational team.
• Experience in overseeing complex project execution and project management teams.
• Ability to travel up to 40% of the time.
• Financial/Quantitative Responsibilities: Responsible for delivering products and experiences to support growing revenue business for the brand. Responsible to stay within budget and track spend for investment and capital projects ranging from $1M to double digit million projects. Leading the execution of new concepts for the brand with clear revenue and guest satisfaction goals. Responsible for driving high penetration of guest participation in the product, and the pre-purchase of the product prior to a cruise. Oversees a couple million dollars in costs and expenses for the brand. Responsible over the profit margins for this business and to stay aligned with the profitability goals of the brand.