Director of Digital Product Management, Colleague and Personalization Enablement

About the role

The Director of Product Management, Colleague and Personalization Enablement, owns the product strategy, roadmap, and delivery of digital capabilities that enable colleagues to deliver more personal, efficient, and context-aware service across on-property, contact center, and emerging guest personalization experiences. This leader will work in a highly matrixed organization that includes multiple business units and product teams across the enterprise.

Responsibilities

• Work in close partnership with business leaders to identify areas of opportunity, develop product strategies across Digital channels and products, define success metrics, ensure stakeholder buy-in, and more.
• Translate enterprise personalization, service, loyalty, and operational strategies into clear product strategies, roadmaps, and measurable outcomes for colleague-facing digital capabilities.
• Lead, coach, and develop product managers and business analysts, building product craft, ownership, prioritization discipline, and strong cross-functional delivery habits.
• Maximize the value of assigned colleague enablement and guest personalization products, including CRM-related capabilities.
• Develop business cases and investment recommendations that connect product scope to guest personalization, colleague efficiency, loyalty, and measurable business value.
• Define product scope, phasing, MVP approach, success metrics, measurement plans, and ongoing product health monitoring.
• Build alignment across business and technology stakeholder groups and partners throughout discovery, delivery, launch, and optimization.
• Identify, validate, and prioritize colleague workflows and guest/customer moments where personalization can improve service, reduce manual effort, and drive loyalty or commercial impact.

Qualifications

• Minimum 7+ years of Product Management Experience and 2-3 years in leading product teams in a highly matrixed organization.
• Experience owning colleague-facing, agent-facing, or operational products where adoption and workflow integration are critical.
• Demonstrated ability to lead product discovery, MVP definition, pilot/POC execution, phased rollout, and product optimization in a complex enterprise environment.
• Experience defining product strategies, including success metrics and measurement plans across adoption, efficiency, satisfaction, loyalty, and business impact.
• Strong stakeholder management experience in a highly matrixed organization.
• Microsoft Office, Teams, product management tools, analytics dashboards, collaboration tools, and AI-enabled productivity tools proficiency.

Experience Preferred

• Hospitality, travel, loyalty, service, retail, or other high-touch customer experience background preferred.
• Experience incorporating AI technology and capabilities into customer-facing products.
• Bachelor’s degree is ideal; work experience is the primary qualification.
• Experience with CRM, guest profile, contact center, workflow management, or service recovery platforms preferred.