Product Manager

Join our team as a Product Manager and play a vital role in shaping the future of guest experience through innovative digital solutions. This Product Manager role sits within the Foundational-Core & Marketing Technology segment and is responsible for driving the concept development, prioritization, and delivery of digital Guest Communication capabilities that help Guests discover information, receive support, and self-service their needs throughout the vacation planning journey.

The Product Manager will partner closely with Product Management, Technology, Digital Experience, Contact Center Operations, Marketing, and Business teams to deliver innovative communication experiences across web and mobile platforms. Areas of focus include live chat, conversational experiences, self-service support tools, digital messaging, contact forms, Guest communications, AI-powered virtual assistants, and emerging technologies that improve Guest engagement and service efficiency.

As a Product Manager, you will understand business capabilities, identify experience gaps and opportunities, and deliver product enhancements that improve Guest satisfaction, operational effectiveness, and business outcomes. You will be comfortable working in a matrixed organization, collaborating across multiple teams, and translating complex business needs into intuitive digital experiences.

• Champion the digital Guest experience by advocating for Guest needs and delivering seamless, intuitive communication and support experiences across web and mobile platforms.
• Support and execute product strategies for Guest-facing communication capabilities, including live chat, digital messaging, self-service experiences, contact and case submission workflows, AI-enabled support solutions, and content.
• Partner with business, technology, operations, and Guest Services teams to identify opportunities that improve Guest engagement, reduce friction, and increase self-service adoption.
• Assist with evaluating emerging technologies, conversational AI solutions, virtual assistants, agent-assist capabilities, and automation opportunities through pilots, proofs-of-concept, and product experimentation.
• Translate product strategy into clearly prioritized user stories, business requirements, acceptance criteria, process flows, and testing scenarios.
• Manage and maintain product backlogs, supporting prioritization decisions, sprint planning, backlog refinement, and release readiness activities.
• Collaborate with UX, content strategy, accessibility, and engineering teams to ensure experiences align with product vision, Guest expectations, and the quality standards.
• Support A/B testing, user research, analytics reviews, and behavioral analysis to identify opportunities for continuous improvement.
• Monitor product performance and operational metrics, leveraging Guest feedback, support trends, and analytics to inform roadmap recommendations.
• Contribute to executive presentations, product reviews, and stakeholder communications to build alignment and support product initiatives.
• Support product launches, operational readiness activities, content configuration, and ongoing maintenance to ensure successful delivery and uptime of digital experiences.
• Utilize AI-enabled productivity tools and workflows, such as Copilot, Claude, Cursor, and similar technologies, to improve product documentation, research, analysis, and delivery efficiency.

• Minimum of 4 years of Product Management experience delivering digital products, customer self-service capabilities, marketing and eCommerce experiences, or consumer-facing technology solutions.
• Bachelor's degree in a relevant field and/or equivalent professional experience.
• Experience working on customer communication, support, service, engagement, or conversational experiences is preferred.
• Strong ability to solve problems in ambiguous environments, navigate changing priorities, and collaborate effectively across diverse stakeholder groups.
• Demonstrated analytical and quantitative skills, with the ability to leverage data, customer feedback, and operational metrics to support product decisions.
• Experience writing user stories, business requirements, acceptance criteria, and managing product backlogs using tools such as Jira and Confluence.
• Ability to define MVPs, prioritize work, and manage iterative product delivery.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Experience partnering with UX,…