Lead, Product Management

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Combine your career goals and sense of adventure by joining our Global Contact Centre IT Team. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Lead Product Manager supports Contact Centre Technology products across their full lifecycle, ensuring product needs, priorities, governance, investment planning and delivery outcomes are managed in an integrated and product-aligned way.

Working closely with the Senior Manager, Product Leads and business stakeholders, the role supports product planning, demand management, business case development, financial oversight and performance visibility across Contact Centre Technology.

The role is a key liaison between business stakeholders, Product Leads, project teams and Global Enterprise Technology (GET), ensuring business demand is captured, assessed, prioritised and translated into clear product outcomes. The successful candidate provides strategic analysis, governance leadership and portfolio oversight while helping reduce reliance on broad roadmap dependencies by strengthening product ownership, clarity of scope, decision-making and alignment to business value.

Essential Duties and Responsibilities :

• Own and maintain product plans, roadmaps and prioritised backlogs for assigned Contact Centre Technology products or capability domains, within the strategy, portfolio priorities, governance framework and financial guardrails established by the Senior Manager
• Partner with business stakeholders, other Product Leads and technology teams to identify future requirements, product opportunities and cross-domain impacts
• Analyse business priorities and translate them into product recommendations, maintaining visibility of risks, assumptions, constraints and cross-product impacts and escalating decisions that affect the overall portfolio roadmap
• Lead product-management activity for assigned products across the lifecycle, from intake and requirements through funding, governance, delivery readiness, adoption, benefits tracking, optimisation, renewal, replacement and retirement recommendations
• Support annual and multi-year planning and monitor trends across Contact Centre, AI, automation and customer experience technologies
• Support management of the Contact Centre Technology investment portfolio, tracking initiative progress, dependencies, risks and benefits realisation
• Produce portfolio health reporting, executive dashboards and governance documentation
• Identify opportunities to improve portfolio visibility, governance, prioritisation and resource planning processes
• Manage the day-to-day operation of the GET Intake process for Contact Centre Technology
• Review incoming requests for completeness, business justification and strategic alignment, ensuring requirements, success criteria and expected outcomes are captured
• Facilitate intake workshops and stakeholder reviews; maintain visibility of submitted, approved, deferred and rejected initiatives; and accelerate requests requiring portfolio-level decisions
• Support prioritisation and sequencing and coordinate intake activities with Architecture, Privacy, Security, Procurement and Finance
• Lead the definition and validation of business and product requirements for assigned products, delegating detailed analysis and documentation to shared Product Analysts where appropriate
• Facilitate workshops to define scope, objectives and success measures and identify associated impacts, risks and dependencies
• Support the preparation of Capital Appropriation Requests (CARs), business cases and investment proposals
• Develop cost estimates, benefit assessments and return-on-investment analysis
• Track approved investment against budget and support forecasting, annual planning, financial reporting and benefits realisation
• Support governance reviews and approval processes, ensuring initiatives comply with applicable standards and controls
• Own and maintain RAID logs, decision registers and governance documentation for assigned products, supporting audit and compliance activity
• Provide updates on portfolio performance, roadmap progress and investment decisions and support executive communications and presentations
• Help stakeholders understand product priorities, trade-offs, cross-product impacts and decision points
• Operate agreed entry, exit and…