Manager, Hotel Product Success

Ensures the successful hotel adopt of new IHG products and product enhancements and long-term maximizes the realized solution value at hotels across IHG’s hotel products portfolio. This role manages day-to-day hotel engagement of their assigned domain, facilitating hotel success through coaching effective product usage, & maintaining strong relationships with hotels & hotel-facing teams to understand and address needs. 

Your Day to Day: 

• Hotel Product Adoption & Success: Oversee the detailed execution of success plans for hotels, ensuring alignment with overarching strategies and objectives set by the team, IHG leadership and IHG stakeholders. 
• Relationship Management & Feedback Integration: Maintain ongoing communication with hotel operators to gather actionable feedback on product performance, customer satisfaction, and operational challenges, and relay this feedback to the P&T product teams.
• Issue Resolution: In collaboration with support and field-facing teams, facilitate identification & triaging of issues encountered by hotels in adopting or incorporating new solutions for long-term use, coordinating with technical teams to ensure timely and effective solutions.
• Cross-functional Collaboration & Product Evolution: Work closely with internal teams, including Technology, Marketing, and Operations, to ensure that the product solutions are integrated seamlessly across one another and meet the operational needs of hotels during discovery & design to maximize success during deployment & long-term sustainment. Serve as a key input into product roadmap to continue evolving products to meet key user needs. 

What We Need From You: 

• 5+ years of progressive experience in hospitality or related industries to manage and execute large-scale projects, ensuring alignment with organizational goals and stakeholder expectations.
• Collaborate effectively with diverse cultures, managing relationships with hotels, vendors, and owners across multiple countries to enhance operational efficiency and service delivery.
• Utilize expertise in consumer engagement and digital experience design to drive customer success initiatives, focusing on voice of customer insights and feedback.
• Develop and deliver innovative digital solutions using customer-centric design thinking principles and iterative delivery models, ensuring high-quality outcomes.
• Communicate effectively with both business and technical stakeholders, presenting information clearly and persuasively to facilitate decision-making and project success.

Location: Atlanta, GA (Hybrid – 3 days a week in office)

The salary range for this role is $75,000 to $140,000. This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.  

#LI-CL1