Product Manager, Franchisee Experience

JOB SUMMARY:

Choice Hotels has an exciting new opportunity for a Product Manager – Franchisee Experience & Platform to help shape the future of how franchisees engage with Choice across the full lifecycle. This role will play a key part in evolving Choice Connect, our franchisee portal and one‑stop shop for franchisee‑facing tools and services, while also modernizing the underlying systems and workflows that power it.

The Product Manager will define where the product needs to go and ensure the underlying platform (primarily powered by Salesforce) evolves alongside it to support that vision. We are looking for a Product Manager who is accountable for outcomes and can translate complex problems into solutions that drive measurable impact. This role requires a deep understanding of customer needs, strong partnership with design and engineering, and the ability to navigate a complex, cross‑functional environment spanning teams that support the full franchise lifecycle.

The right candidate is comfortable operating in ambiguity, demonstrates strong ownership, and is energized by learning, experimentation, and continuous improvement. They are also excited about applying AI.

• Define and evolve the product strategy for franchisee experience and platform capabilities, aligned to franchisee needs and enterprise priorities.

• Identify and prioritize opportunities to modernize the end‑to‑end franchise lifecycle, continuously improving franchisee experiences and the systems that support them

• Develop and maintain a product roadmap that balances immediate improvements with longer‑term platform evolution.

• Champion the use of AI and automation to improve efficiency, personalization, and decision‑making.

• Influence broader product and business strategy by bringing insights from franchisee experience, platform capabilities, and market trends.

• Establish clear product KPIs and success metrics (e.g., adoption, engagement, operational efficiency, satisfaction, and business impact) and use them to guide prioritization and decision‑making.

• Build deep understanding of franchisee needs through direct engagement, research, and data analysis, and use those insights to make informed decisions in ambiguous situations.

• Partner with internal stakeholders to understand operational workflows, pain points, and systemic inefficiencies.

• Lead ongoing discovery to identify high‑impact problems and validate opportunities before committing to solutions.

• Translate complex, cross‑functional needs into clear product problems and opportunities.

• Partner closely with engineering and design as part of a product team to define, test, and deliver solutions.

• Partner with stakeholders across business and technology teams to align on priorities, navigate trade‑offs, and drive decisions focused on customer and business outcomes.

• Support iterative development, learning quickly from experiments and continuously improving solutions post‑launch.

• Evaluate product performance against defined success metrics and use insights to ensure product improvements deliver measurable value for franchisees and internal teams.

• Assess the impact of modernization efforts and AI‑driven enhancements on franchisee experience and operational efficiency.

• Partner with analytics and business teams to uncover trends and opportunities for improvement.

• Continuously refine product direction based on performance data, user feedback, and evolving business needs.

• 5+ years of experience in product management within a software or technology‑driven environment.

• Demonstrated experience owning product outcomes, including defining problems, driving discovery, and delivering measurable impact.

• Strong track record of partnering with engineering and design to deliver end‑to‑end product solutions, ideally within a cross‑functional team model.

• Experience working on complex products that span multiple systems, stakeholders, or business processes (e.g., platforms, marketplaces, or enterprise…