Product Manager, Stay Experience

At IHG, the guest journey doesn't end at booking — that's where it begins. We're looking for a Product Manager to design and deliver digital guest products that bring our brand, loyalty, marketing, and product strategies to life.

As the Product Manager, you will coordinate among business stakeholders, software developers, technical engineers, designers, data analysts, and other functional subject matter experts to create a comprehensive and holistic roadmap that identifies key “moments of truth” along the post-booking journey that enable compelling hotel stay experiences. 

This role delivers a cohesive product experience consistent with IHG goals and promises, spanning from strategy design and ideation to development, deployment and successful hotel sustainment.

Your day to day

• Product Strategy and Roadmap: Lead the creation and execution of a global product strategy and roadmap that enhances stay experiences. Identify product opportunities and potential for innovation in anticipation of emerging market trends, competitive landscape, and guest expectations. Develop a roadmap of initiatives including both incremental enhancements and new product launches to meet evolving business and customer needs.
• Guest Experience & Design:  Define and design ideal guest experiences through guest journey mapping, conceptual designs, wireframes, and prototypes in collaboration with UI/UX partners & other cross-functional teams. Serve as a champion for the guest experience, ensuring all solutions meet or exceed customer expectations.
• Stakeholder Management & Communication: Collaborate with stakeholders from Marketing, Brand Teams, Hotel Operations, and Product & Technology to align the product roadmap with business objectives. Act as the key point of contact for large-scale, cross-enterprise digital programs that touch owned product portfolio. Effectively communicate product updates, strategy, and value propositions to senior leadership and global/regional operators. Engage and influence internal and external teams, ensuring clarity of vision and alignment on key objectives.
• Data-Driven Decision Making & Performance Measurement: Create test plans and leverage data/performance insights to inform product decisions, prioritize work, and optimize product features. Establish and track key performance metrics (KPIs) to assess the value of products, measure post-launch success, and drive future enhancements. Socialize performance via dashboards and standing product business reviews.
• Product Lifecycle Management: Own and manage the product backlog, ensuring prioritization of work delivers maximum value. Monitor product performance post-launch and develop ongoing optimization and improvement plans based on guest feedback and data analysis. Ensure product relevance by identifying and addressing potential obsolescence well in advance, staying proactive in evolving customer and business needs.
• Cross-Functional Collaboration and Execution: Lead cross-functional teams (e.g., Engineering, UX, Design) to develop and implement the product roadmap on time and within budget. Serve as the chief evangelist for assigned digital products, promoting alignment across the business and championing the adoption of digital guest experience initiatives at the hotel and regional level. Partner with external vendors and agencies as necessary to execute strategic objectives.

What We Need from You

• Bachelor's or Master’s Degree in Business Management, Information Technology, User Experience, Customer Experience, Statistics, Business, or a relevant field of work, or an equivalent combination of education and work-related experience.
• 3-5+ years progressive work-related experience with demonstrated proficiency in Product Management disciplines as well as experience managing across teams in significant complex projects
• Familiarity with guest-facing and hotel colleague-facing systems, including Property Management System, Service Optimization tools, Point of Sale system, In-Room Televisions & Technology, User-facing Mobile Apps highly desired
• Demonstrated work related experience in creation and delivery of digital solutions with a focus on customer-facing experiences; product management experience in organizing, planning, and executing large-scale projects from conception through implementation
• Demonstrated knowledge and understanding in the areas of consumer engagement, digital experience design and voice of customer insights and feedback
• Demonstrated experience in hands-on creation and delivery of digital solutions, including knowledge of iterative delivery models and customer-centric design thinking principles
• In depth knowledge of hotel operations, including solid understanding of key metrics within the hotel industry. Experience in managing logistically complex programs with both business and technical stakeholders
• Excellent verbal and written communication skills for the purpose of providing and presenting information to stakeholders, vendors, management and staff.

Travel - 10%

Location - Our hybrid work structure is an exception of three (3) days in the ATLANTA office. This expectation may be adjusted to evolve with the changing needs of the business. 

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