Product Manager, Franchisee Experience

Job Summary

Choice Hotels is seeking a Product Manager – Franchisee Experience & Platform to lead the evolution of ChoiceConnect, the franchisee portal, and the underlying systems that power it. This role will focus on defining and modernizing the franchisee experience and systems, while leveraging AI and automation to enhance efficiency and personalization.

Responsibilities

• Define and evolve the product strategy for franchisee experience and platform capabilities, aligned with franchisee needs and enterprise priorities.
• Identify and prioritize opportunities to modernize the end-to-end franchise lifecycle, continuously improving franchisee experiences and the systems that support them.
• Develop and maintain a product roadmap that balances immediate improvements with longer-term platform evolution.
• Champion the use of AI and automation to improve efficiency, personalization, and decision-making.
• Influence broader product and business strategy by bringing insights from franchisee experience, platform capabilities, and market trends.
• Establish clear product KPIs and success metrics (e.g., adoption, engagement, operational efficiency, satisfaction, and business impact) and use them to guide prioritization and decision-making.
• Build deep understanding of franchisee needs through direct engagement, research, and data analysis, and use those insights to make informed decisions in ambiguous situations.
• Partner with internal stakeholders to understand operational workflows, pain points, and systemic inefficiencies.
• Lead ongoing discovery to identify high-impact problems and validate opportunities before committing to solutions.
• Translate complex, cross-functional needs into clear product problems and opportunities.
• Partner closely with engineering and design as part of a product team to define, test, and deliver solutions.
• Partner with stakeholders across business and technology teams to align on priorities, navigate trade-offs, and drive decisions focused on customer and business outcomes.
• Support iterative development, learning quickly from experiments and continuously improving solutions post-launch.
• Evaluate product performance against defined success metrics and use insights to ensure product improvements deliver measurable value for franchisees and internal teams.
• Assess the impact of modernization efforts and AI-driven enhancements on franchisee experience and operational efficiency.
• Partner with analytics and business teams to uncover trends and opportunities for improvement.
• Continuously refine product direction based on performance data, user feedback, and evolving business needs.

Qualifications

• 5+ years of experience in product management within a software or technology-driven environment.
• Strong track record of owning product outcomes, including defining problems, driving discovery, and delivering measurable impact.
• Experience working on complex products that span multiple systems, stakeholders, or business processes (e.g., platforms, marketplaces, or enterprise workflows).
• Proven ability to deeply understand customer needs and behaviors through direct engagement, research, and data, and translate insights into effective product decisions.
• Experience defining and using product metrics and KPIs to guide prioritization, evaluate success, and continuously improve outcomes.
• Experience building products on enterprise platforms (e.g., Salesforce) or the ability to work effectively within platform constraints and leverage platform capabilities.
• Proven ability to operate in ambiguous environments, make informed decisions with incomplete information, and navigate competing priorities and trade-offs.
• Excellent communication skills, including the ability to clearly articulate problems, decisions, trade-offs, and product direction to a range of audiences.
• Ownership, accountability, and a bias toward action, with a focus on delivering meaningful outcomes.
• Curiosity and enthusiasm for leveraging AI and emerging technologies to improve user experiences, automate workflows, and unlock new value.
• Growth mindset with a passion for continuous learning, experimentation, and improvement.
• Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious, and Show Integrity.

Salary Range

The salary range for this position is $132,143 to $170,000 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP). Choice prioritizes associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage.
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
• Financial benefits for retirement and health savings.
• Employee recognition programs.
• Discounts at Choice hotels worldwide.

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We're the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that's who we are, too. At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.

Field/Remote

Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.