Product Specialist

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At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward-thinking, and interested in shaping the future of travel with us, we’d love to hear from you.

We are seeking a highly motivated Product Specialist with industry expertise in airline, travel, or hospitality and functional experience with the digital customer experience, loyalty programs, and merchandising strategy. This role is critical in shaping, enhancing, and optimizing customer engagement across digital touchpoints, loyalty ecosystems, and ancillary revenue streams. The ideal candidate combines a deep understanding of airline customer experience with proven skills in product management and merchandising to deliver customer-centric solutions that drive both revenue and loyalty.

• Market & Competitive Intelligence:
  Measure, understand, and translate market trends, market share capture opportunities, and changes in the competitive landscape to Brightline’s business. Specifically, within the areas of digital, loyalty, and merchandising within the airline/rail and travel industries.
• Product Strategy:
  • Strategically evaluate new product opportunities, and how they fit into Brightline’s digital experiences.
  • Identifying opportunities to enhance program features, including accrual, redemption, personalization, and partner integrations.
  • Drive innovation in personalization, offers, and engagement strategies to increase loyalty program adoption and ancillary revenues.
• Merchandising & Ancillary Revenue:
  • Responsible for aligning the digital merchandising strategy for all Brightline products, including tickets, bundles, ancillaries, and loyalty offerings.
  • Curate and position offers across digital channels to maximize conversion, upsell, and cross-sell opportunities.
  • Partner with revenue management teams to ensure alignment of merchandising strategies with overall commercial goals.
  • Leverage data and personalization to deliver targeted merchandising campaigns across customer segments.
• Performance Analysis:
  Analyze performance data across all key product lines, monitoring KPIs (enrollment, engagement, redemption rates, merchandising conversion, NPS, etc). Analyze historical data and current trends to identify risks and opportunities by department; then partner with team to align financial and product opportunities. Present data with a clear point of view so that insights can be used to help drive business strategy.
• Customer
  
  Experience:
  
  Collaborate with product managers, UX/UI teams, and technology partners to define product roadmaps aligned with guest needs, merchandising strategy, and business objectives. Ensure seamless integration of merchandising and loyalty benefits throughout the customer journey (booking, check-in, in-station, boarding, onboard, and post-travel).
• Stakeholder Management &
  
  Cross-Functional Collaboration:
  
  Partner with commercial, digital, IT, and marketing teams to align initiatives with corporate strategy. Work closely with analytics teams to track performance and optimize merchandising effectiveness.

Experience & Qualifications

• Bachelor’s degree in Business, Marketing, Digital Innovation, or related field (Master’s preferred).
• 3-5 years of experience in product management, loyalty program management, or digital merchandising within the airline, travel, or hospitality industry.
• Minimum of 2 years of experience in product development or marketing.
• Minimum of 2 years of retail or consumer product brand/program management experience
• Experience bringing high quality products to market

Knowledge Skills & Abilities

• Ability to analyze information and form conclusions to summarize and present to senior leadership.
• Excellent communication, presentation, and stakeholder management skills.
• Analytical mindset with proficiency in data-driven decision-making, merchandising performance tracking, and KPI management.
• Strong knowledge of airline customer journey, merchandising strategies, and ancillary revenue optimization.

Brightline Trains is an equal opportunity employer.