Senior Director, Web

Job Summary

The Senior Director, Web is responsible for enterprise-wide execution and operational excellence of all branded guest-facing web platforms across the full guest journey. This role leads the build aspects of Product Management, UI/UX Design, Experimentation, Front-End Engineering, and Web Platform Technology supporting acquisition/awareness, vacation booking, pre-cruise, post-cruise, and account management experiences across all NCLH brands. The Senior Director is accountable for translating stakeholder-defined product priorities into high-quality, scalable, reliable, and high-performing web solutions through disciplined execution of the software development lifecycle (SDLC). This role oversees budgets, planning, stakeholder alignment, and delivery of projects, enhancements, experiments, and maintenance initiatives while managing a hybrid model of internal teams and managed service provider (MSP) partners. This leader ensures innovation, scalability, performance optimization, and measurable business value across web properties while driving AI adoption and future AI product integration within the web ecosystem. This role consults to and understands, but does not own, website product strategy, prioritization, or commercial performance metrics, and is accountable for delivery excellence, technical integrity, platform performance, release predictability, and operational stability of web platforms. This role owns “how” web solutions are delivered — not “what” is prioritized or the commercial performance of those solutions.

Strategic Delivery & Execution

• Partner with stakeholders to translate web product strategies and priorities into executable delivery roadmaps.
• Provide input to inform feasibility, sequencing, capacity planning, and dependency management.
• Lead multidisciplinary teams spanning Technical Product Management, UX/UI Design, Front-End Engineering, Content Management System (CMS) Engineering, Production Information Management (PIM) Engineering, Release Management, Technical SEO, and Experimentation/Research functions.
• Oversee delivery of all web initiatives including large-scale projects, re-platforming efforts, feature enhancements, personalization programs, experimentation initiatives, and production maintenance.
• Own and continuously improve the end-to-end web SDLC, including intake, estimation, increment and sprint execution, release management, performance testing, and post-release support.
• Ensure predictable, transparent, and measurable delivery performance across internal and MSP teams.

Guest Experience & Optimization

• Partner with key stakeholders to inform the full web guest journey strategy, ensuring seamless experiences from acquisition through post-cruise engagement.
• Lead experimentation and A/B/x testing work to optimize conversion, booking funnel performance, engagement, and usability.
• Ensure scalable web experimentation frameworks are built, maintained, and reliably executed.
• Collaborate with stakeholders to establish KPIs and performance metrics related to revenue/conversion, booking flow optimization, engagement, operational efficiency, and guest satisfaction that can then be tracked and reported against.

Web Platform & Technical Excellence

• Ensure web platforms meet enterprise standards for scalability, availability, performance, accessibility (WCAG), SEO/AEO/GEO, security, and compliance.
• Partner closely with Core Services/Back-End teams and upstream enterprise systems (e.g., Reservation Systems, CRM, Loyalty, CDP, and other enterprise platforms) to ensure seamless integrations and data continuity.
• Oversee CMS/PIM platforms, personalization frameworks, experimentation platforms, and web analytics infrastructure.
• Ensure adherence to enterprise release pipelines.

Financial Discipline & Operating Leadership

• Manage operating and capital budgets, resource allocation, capacity planning, and