Director, Digital Product Management – F&B and Retail

JOB SUMMARY

The Digital & Technology Product Management team is focused on driving product strategies to evolve and enhance the Guest experience across Universal Destinations and Experiences (UDX). This executive leadership role will:

• Lead development of product strategies and implementations for Universal Orlando, Universal Studios Hollywood, Universal Studios Japan, focused on driving customer experience and business transformation.
• Provide Executive leadership for a team of Digital & Technology Product Managers, responsible for stakeholder engagement, cross-functional collaboration, roadmap prioritization and requirements alignment.
• Partner with other Digital & Technology leaders including Solution Architects, Software Engineers, Program Management, and Quality Assurance, to collectively drive planning, solutioning, development, and deployment of digital capabilities for Universal Destinations.

• Lead Guest and Team experience transformation initiatives over a multi-year horizon for Universal Destinations globally
• Oversee the creation of new digital capabilities for Guests and Team Members, with a focus on creating an integrated end-to-end experience across the customer journey.
• Develop and launch innovative experiential concepts and platforms to address guest satisfaction and business growth opportunities
• Develop business case and value proposition for new product development and ongoing enhancements
• Drive a continuous focus on experience optimization, by regularly gathering and synthesizing consumer, operational, and business insights, to identify and prioritize product enhancements.
• Advocate for the customer experience on cross-functional projects

• Lead a Team of Product Managers to deliver upon the collective product vision Universal Destinations & Experiences.
• Set and manage team strategic direction, prioritization, resource planning, deliverables, and timelines.
• Lead collaborative, cross-functional teams with a combination of Product, Business and IT stakeholders, to drive Product planning, delivery, implementation, and ongoing support.
• Work closely with other Product Executives responsible for others facets of the Guest experience, to maintain cross-product alignment for a seamless end-to-end experience
• Partner with Digital Technology to drive product architecture and delivery, regularly making critical business decisions around scope, time, and budget considerations, balanced against a relentless focus on the Guest experience.
• Participate on the Digital Experience Product Executive Leadership team, providing executive decision-making, team resource and talent planning, and priority management.

• Drive the development of Guest and Team member digital capabilities across the entire product life cycle – from concept development, concept testing, user experience design, technical design, technical delivery, testing, and implementation.
• Design, implement and manage end-to-end experiences and enhancements across all customer touch points and channels
• Develop, evaluate, and implement overall experience strategies and related tactics, striving to create a simple and seamless Guest experience
• Conduct analysis as needed to determine best path for solving business problems, opportunities that may include process improvement, system enhancements, user training, and/or an enhanced product offering
• Act as the subject matter expert (business owner) for new products, integrating with key stakeholder teams to ensure ongoing product success

• Proactively evaluate Guest experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities
• Develop and frame up product recommendations with associated cost, value and experience analysis, to gain approval and funding for development
• Collaborate and liaise with key business partners to establish product goals and objectives
• Ensure product alignment with the holistic experience transformation vision
• Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to…