Senior Product Manager, RCC Products

Role Purpose

We have 3 Senior Product Manager roles for our RCC [Reservations and Customer Care] organization. These roles will stand-up new and elevated product capabilities for:  Reservations & Sales Experience space, Loyalty & Customer Care Experience space or Agent Experience space.   

Responsible for leading the strategy to deliver quality products and experiences across the customer care & contact center experience or Reservations & Sales Experience or Agent Experience.

This role coordinates among business stakeholders, developers, technical engineers, data analysts, and other functional SMEs to create a comprehensive and holistic roadmap that address both short and long-term needs.

 They guide in-depth business reviews, communicate and present across all levels of the organization and support cross-functional product teams.

The Senior Product Manager will prioritize and activate their roadmap, managing the end-to-end product lifecycle from ideation to launch to adoption to optimization in an agile way, pivoting as needed in response to stakeholder and customer needs.

 The Senior Product Manager is skilled and experienced in generating innovative ideas for growth within their respective areas and must exhibit the ability to lead Product Managers that are responsible for higher-profile, more impactful products.

Key Accountabilities


* Lead development and implementation of product strategy: future state based on deep understanding of how the business works, incorporating customer insights, markets, competition, and distribution capabilities as well as the potential “game changing” new functionality and capabilities IHG will require to compete.

This should manifest itself in a roadmap of initiatives including small enhancement and content refreshments to existing products as well as new product needs.


* Identify product opportunities far in advance of obsolescence, drive strategic planning, and artculate topline business requirements


* Applies domain expertise to provide thought leadership and translate vision into action to drive business growth.


* Drives product development by reviewing performance and directing work efforts of product teams to ensure products are aligned with company, stakeholder and end-user priorities


* Source data and craft test plans to ensure data-driven decisioning; use insights to inform priority of work


* Proactively seek input from stakeholders to align the roadmap against business and customer needs


* Forecast ROI, regularly report on product performance post launch, drive product adoption, and lead the vision for the optimization plan


* Measure product performance and lead performance improvement initiatives.  Identify and understand the performance drivers and set up ongoing diagnostics and monitoring capabilities once implemented.  


* Provides guidance on design of products while balancing dependencies and integration with other products acros...