Senior Manager, Product

Position Summary

If a guest can order a towel from the app, the AI companion should be able to do it too. You are the person who makes that true.

This role owns the bridge between every existing digital capability across the enterprise and the conversational platform that guests interact with. Three brands, hundreds of touchpoints, the entire journey from dreaming to disembarking. All of it needs to work through conversation and agentic action.

Key Responsibilities

• Catalog and continuously update a comprehensive inventory of all existing digital capabilities across Royal Caribbean Group brands, organized by guest journey phase and surface
• Prioritize capability adoption based on guest impact, call volume deflection potential, revenue influence, and technical readiness
• Own the near-term product roadmap, driving steady expansion of what the platform can do through integration with existing enterprise services
• Define and maintain integration standards, API contracts, and data requirements so that enterprise partner teams can connect their capabilities to the platform with minimal friction
• Partner directly with product teams across Contact Center, eCommerce, Digital (App), Onboard, Loyalty, Shore Excursions, Dining, Entertainment, and Revenue Management to scope and execute integrations
• Lead capability adoption working sessions with enterprise stakeholders, translating the platform's technical requirements into language each partner team can act on
• Own current platform workstreams, including conversational AI features, intelligent search, and production releases
• Drive active participation in cross-functional working groups spanning business value, technology, and design for near-term priorities
• Build and maintain a capability coverage dashboard tracking: percentage of digital capabilities available through the platform, guest adoption rates per capability, and task completion rates
• Collaborate with the engineering team so platform architecture supports scalable capability onboarding
• Own the conversational experience quality for adopted capabilities - how they surface through chat, when to use structured UI (cards, carousels, forms) vs. conversational responses, and the interaction patterns that make multi-modal feel coherent rather than bolted together
• Own the guest's first interaction with the platform - onboarding flows, personalization discovery, and the experience ramp that moves guests from first contact to confident usage
• Partner with design to define conversation patterns, error recovery flows, and the experiential standards that ensure every integrated capability feels native to the platform rather than an API call with a chat wrapper
• Identify and escalate dependencies on shared enterprise services that the platform consumes but does not own, working with leadership to secure co-investment commitments
• Contribute to the enterprise capital investment case with clear near-term scope, cost estimates, and projected value
• Ensure all capability integrations meet security, compliance, and data governance standards
• Track and report on key metrics: capability coverage percentage, guest adoption per capability, task completion rates, contact center deflection impact, and integration cycle time
• Support the Director in executive communications by providing clear, data-grounded updates on capability adoption progress

Qualifications and Education

• Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or Master's degree is a plus; or equivalent experience
• 7+ years of product management experience, with at least 3 years in platform, integration, or API product roles
• Proven experience driving adoption of platform capabilities across a large enterprise with multiple business units
• Strong technical fluency: comfortable with APIs, event-driven architectures, data contracts, and integration patterns
• Experience managing a capability or integration roadmap with quantitative coverage metrics
• Demonstrated ability to translate business requirements into technical integration specifications
• Familiarity with agile methodologies, Jira/Confluence, and cross-functional program delivery
• Experience in travel, hospitality, or large-scale consumer digital platforms preferred
• Familiarity with AI/ML technologies, conversational interfaces, or agentic AI systems is a plus
• Strong UX sensibility: you don't need to push pixels, but you need to recognize when an interaction feels wrong and articulate why - comfort with conversation design, multi-modal interfaces, or consumer product craft is valued
• Strong communication and presentation skills; comfortable presenting to senior leadership
• Comfortable navigating enterprise organizational complexity, where integration priorities shift as teams evolve their APIs, release new services, and renegotiate ownership boundaries