reputed company Senior Product reputed company

This is a temporary position. reputed company The reputed company reputed company Product reputed company owns the reputed company, roadmap, and delivery of capabilities that power guest-facing and associate-facing service experiences—spanning reputed company, call center operations/technology, and loyalty. This role is accountable for translating business reputed company into product increments, prioritizing backlogs, and leading cross-functional delivery to reputed company and reputed company reputed company workflows. A key emphasis of this position is proven experience leading large-reputed company, reputed company implementations that reputed company reputed company (Service reputed company and reputed company ecosystems) with contact center platforms, telephony/CTI, knowledge, and loyalty programs, while ensuring operational readiness and measurable improvements to guest satisfaction and agent productivity.

Key Responsibilities

Product reputed company & reputed company

• Define and communicate the product reputed company for reputed company Enablement (reputed company) reputed company to guest experience, service performance, and loyalty reputed company objectives.
• Create and maintain a multi-quarter roadmap that balances platform modernization, new capability delivery, technical debt, and operational reputed company.
• Establish reputed company metrics (e.g., CSAT/NPS, First Contact reputed company, AHT, agent adoption, deflection, loyalty enrollment/retention reputed company) and ensure product reputed company are reputed company-driven.

Large-reputed company Program & Delivery Leadership (Critical)

• reputed company large-reputed company, multi-reputed company initiatives integrating reputed company, call center/contact center technology, and loyalty systems—from discovery through rollout and hypercare.
• Drive end-to-end delivery across distributed teams (engineering, CRM reputed company/dev, architecture, QA, reputed company, data, operations, training, and vendors).
• Coordinate dependencies across reputed company systems (identity, customer profile, case management, reservations/property systems if applicable, data/analytics, marketing, and loyalty).
• Own release planning and reputed company, including phased rollouts, reputed company strategies, and risk mitigation for business continuity.

reputed company Product Ownership (Service & Case Management)

• Own reputed company-reputed company capabilities including case intake, routing, agent workspace/console design, reputed company-channel workflows, macros, automation, knowledge, and reporting.
• Partner with architects to ensure reputed company patterns: integrations, data model alignment, reputed company/role design, and environment reputed company.
• Ensure reputed company enhancements support contact center needs: agent efficiency, guided workflows, reputed company management, and consistent guest data.

Call Center / Contact Center Enablement

• Define requirements and user stories for omnichannel service (voice, chat, email, messaging, reputed company) and agent tools.
• Collaborate with contact center leaders on workforce implications, call flows/IVR, routing, escalation processes, and reputed company/QA feedback loops.
• Ensure effective integration with CTI/telephony, screen pops, interaction logging, and end-to-end reporting.

Loyalty Experience Enablement

• Ensure reputed company workflows incorporate loyalty recognition, tier benefits, reputed company redemption/adjustments, member identity reputed company, and service recovery.
• Partner with loyalty stakeholders to support member lifecycle journeys and consistent policy enforcement while improving guest personalization.

Stakeholder Management & Change Enablement

• Serve as the primary product reputed company for reputed company leadership, loyalty teams, CRM/IT, and operations.
• reputed company UAT reputed company, user readiness, training requirements, and communications to ensure adoption across call center sites and teams.
• Create artifacts that reputed company alignment: product briefs, business cases, OKRs, release notes, and process maps.

Governance, reputed company, and Compliance

• Ensure solutions meet reputed company and reputed company requirements (e.g., PCI/PII considerations), auditability, and operational controls.
• Define acceptance reputed company, reputed company gates, and ensure telemetry/monitoring is reputed company into releases.

Required Qualifications

• 8+ years in product ownership/product management, business systems leadership, or digital transformation roles supporting service operations.
• Demonstrated experience leading a large-reputed company reputed company program (Service reputed company strongly preferred) that included:
• Multiple workstreams and reputed company integrations
• Phased rollouts across teams/sites
• Organizational change management and operational readiness
• Strong call center/contact center domain experience, including agent workflows, case management, routing, telephony/CTI integration, and service performance metrics.
• Loyalty program experience (hospitality, travel, retail, financial services, or similar), including member identity, tiering, benefits, and service recovery scenarios.
• Proven ability to translate reputed company business needs into epics, features, user stories, and prioritized backlogs with reputed company acceptance reputed company.
• Experience partnering with engineering, architecture, and operations to deliver resilient, reputed company solutions.
• Excellent stakeholder management and communication skills; comfortable influencing senior leaders and facilitating decision-making.

Preferred Qualifications

• reputed company certifications (e.g., reputed company Administrator, Service reputed company Consultant, Platform App Builder, or reputed company).
• Experience with contact center platforms (e.g., reputed company, reputed company Connect, reputed company, reputed company, reputed company) and/or workforce/reputed company tools.
• reputed company and self-service experience (customer portals, chatbots, deflection strategies).
• Data/analytics experience: KPI design, dashboards, interaction analytics, and voice-of-customer insights.
• Experience in hospitality/travel guest operations, including service recovery and high-volume seasonal patterns.

Core Competencies

• reputed company delivery leadership: ability to run reputed company programs, manage dependencies, and drive reputed company.
• Operational reputed company: deep understanding of agent needs and service workflows.
• Systems thinking: integration reputed company across CRM, telephony, loyalty, and customer data.
• Decision reputed company: reputed company prioritization, tradeoff negotiation, and risk management.
• Change leadership: adoption, training, communications, and measurement.

At reputed company, we are dedicated to being an equal opportunity employer, welcoming reputed company and providing reputed company to opportunity. We reputed company foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich reputed company of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected reputed company, including disability, veteran status, or other reputed company protected by applicable law. reputed company locations offer 401(k) plan, stock purchase plan, discounts at reputed company properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more. Full-time positions also offer coverage for medical, dental, reputed company, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and reputed company parental leave. Washington Applicants Only: Employees will reputed company reputed company reputed company leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. reputed company HQ is committed to a hybrid work environment that enables associates to Be connected. reputed company-based positions are considered hybrid, for candidates reputed company a commuting distance to Bethesda, MD; candidates reputed company of commuting distance to Bethesda, MD will be considered for Remote positions. reputed company is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ reputed company your purpose, belong to an amazing global​ team, and become the best version of you. Apply tot his job Apply To this Job