Vice President, Digital, Customer and Commercial Platforms

Responsibilities

• Lead Digital Transformation Execution:
  Lead the execution of the company’s digital transformation initiatives across customer-facing platforms and services. Drive modernization of digital capabilities to support a seamless, scalable, and premium customer experience. Translate product strategy and business priorities into technology delivery plans, platform roadmaps, and engineering execution. Ensure customer-facing technology platforms are designed to support growth, agility, and continuous innovation.
• Own Digital, CRM, and Reservation Platform Engineering:
  Oversee the engineering, enhancement, and operational performance of digital platforms (web, mobile, guest-facing digital services), CRM platforms and related customer technologies, and reservation and booking platforms. Ensure these platforms are reliable, scalable, secure, and integrated end to end. Drive simplification and rationalization of fragmented customer technologies where needed.
• Deliver an Integrated Customer Platform Ecosystem:
  Ensure strong integration and orchestration across digital, CRM, and reservation platforms to support a connected customer journey. Partner with Enterprise Platforms & Integration, Data & Analytics, and Product leaders to deliver cohesive capabilities across the ecosystem. Eliminate gaps between front-end experiences and backend transactions, customer, and operational systems.
• Establish Engineering and Platform Excellence:
  Build and lead high-performing engineering and platform teams across multiple customer technology domains. Establish modern engineering practices, including API‑first design, platform scalability, Dev Ops, CI/CD, and operational readiness. Promote strong technical architecture, design discipline, code quality, release management, and system observability. Drive adoption of platform engineering principles to enable reusable services, scalability, and faster delivery across customer-facing systems.
• Drive Operational Reliability and Service Performance:
  Own platform performance, availability, and stability across all customer-facing systems. Partner with Infrastructure, Managed Services, Security, and QA teams to ensure high service quality and operational resilience. Define and track KPIs and SLAs related to platform uptime, performance, defects, release stability, and customer impact. Ensure platforms are designed to operate effectively in both shoreside and shipboard environments.
• Lead Vendors, Partners, and Delivery Execution:
  Oversee strategic delivery partners, system integrators, and platform vendors supporting digital, CRM, and reservation technologies. Ensure strong governance across delivery, quality, velocity, and cost. Drive vendor accountability and ensure third-party delivery aligns with architectural, operational, and business expectations.
• Build a Strong Leadership Team and Operating Model:
  Lead and develop senior leaders responsible for Digital Technologies, CRM Technologies, and Reservation Systems. Foster a platform-oriented, engineering-led, customer-centric culture focused on accountability and business impact. Build an operating model that supports efficient collaboration with Product, Data, Enterprise Platforms, Infrastructure, and Shipboard Technology teams.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• 12+ years of progressive experience in technology leadership, with significant experience in digital platforms, customer technologies, and large‑scale transformation.
• Minimum of 5 years in a senior technology leadership role with responsibility for complex delivery teams and business‑critical platforms.
• Proven success leading engineering and platform delivery teams across multiple integrated technology domains.
• Demonstrated experience leading digital transformation initiatives and large‑scale technology programs.
• Experience managing integrated technology environments involving digital, CRM, and transactional or booking-related platforms.
• Strong understanding of system integration, platform modernization, and operational excellence.
• Demonstrated experience leading cross-functional teams,…