Product Manager, Loyalty Program & Roadmap

About the role

The Product Manager is responsible for defining, developing, and delivering products and initiatives within Carnival’s loyalty ecosystem. This role owns the end-to-end program roadmap, manages cross-functional execution across multiple workstreams, ensures operational, risk, and compliance readiness, and drives ongoing optimization post-launch.

Responsibilities

• Serve as the day-to-day program owner and subject-matter expert for Loyalty features, promotions, and capabilities.
• Drive execution of the roadmap by prioritizing work across initiatives, balancing business value, risk, compliance, and operational readiness.
• Partner with leadership to establish success metrics, governance guardrails, and clear ownership across teams.
• Lead cross-functional delivery from approved requirements through release, managing scope, dependencies, and timelines.
• Translate business and program needs into user stories and acceptance criteria that reflect compliance, fraud, and financial controls.
• Proactively identify delivery risks and drive mitigation plans across Technology, Analytics, Operations, and external partners.
• Own UAT strategy and execution for features and promotions, ensuring functional accuracy, data integrity, and rule compliance.
• Coordinate defect triage and resolution while enforcing formal readiness and sign-off standards.
• Coordinate end-to-end launch readiness across systems, channels, operations, and customer support teams.
• Ensure marketing materials, terms, disclosures, and processes are approved and compliant prior to launch.
• Define contingency, rollback, and escalation plans to manage launch risk.
• Act as the primary escalation point for post-launch issues, overseeing impact assessment and prioritization.
• Partner with DevOps, Technology, and Analytics to resolve defects and stabilize production issues.
• Maintain clear documentation, decision logs, and system behavior references to support operations.
• Investigate gaps between expected and actual program outcomes through data analysis and cross-team collaboration.
• Support monitoring, alerts, and reporting to surface anomalies, compliance risks, or fraud indicators.
• Use insights to recommend process, control, or system improvements that strengthen program performance and scalability.

Qualifications

• Bachelor’s degree in Business, Marketing, Finance, or a related field required. Advanced degree (MBA or equivalent) preferred but not required.
• 6+ years of experience in product management, loyalty programs, digital products, or innovation-oriented environments (e.g., consulting, startups).
• Familiarity with loyalty fraud detection, data reconciliation, and promotional execution is a plus.
• Strong understanding of digital product development lifecycles.
• Ability to manage complex projects and drive cross-functional execution.
• Comfortable working with both business and technical stakeholders.
• Exceptional problem-solving and analytical skills, especially in complex systems.
• Strong communication, documentation, and stakeholder management capabilities.
• High attention to detail, accountability, and organizational discipline.
• Passion for loyalty strategy and delivering customer-centric experiences.
• Strategic Thinking – Sees the big picture and connects initiatives to business goals.
• Execution Excellence – Drives tasks to completion with accuracy and urgency.
• Collaboration – Works effectively across teams with diverse expertise.
• Analytical Reasoning – Uses data to validate assumptions and diagnose system behavior.