Summary:
The Opportunity
Hyatt Hotels Corporation seeks an experienced Senior Data and AI Product Manager - Guest Agent Experience to define, build, and scale intelligent agent experiences across the guest journey. This role owns the data and AI product strategy and execution connecting guest needs with enterprise data, hotel operations, and service systems across pre-stay, on-property, and post-stay journeys. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.
The Role
As Senior Data and AI Product Manager - Guest Agent Experience, you will own the roadmap and product lifecycle for Guest Agent capabilities from use-case definition through integration, launch, measurement, and continuous optimization. You will scale reliable experiences that understand guest intent, coordinate across systems, and complete or appropriately hand off guest requests.
• Define and own the vision, strategy, roadmap, prioritization, and success measures for Hyatt's Guest Agent Experience.
• Identify high-value pre-stay, on-property, and post-stay journeys where data and AI can simplify interactions, improve service, or create business value.
• Translate guest and hotel needs into product requirements, expected agent behaviors, business rules, escalation paths, and fallback experiences.
• Partner with engineering, architecture, data, and AI teams to integrate Guest Agent capabilities with reservation, loyalty, customer care, property management, service-management, hotel operations, enterprise data, and third-party telephony systems, including context continuity and human handoff.
• Design cross-system fulfillment for on-property service requests, guest feedback and service recovery, and secure pre-arrival or in-stay payment-related journeys.
• Establish evaluation and production metrics across task completion, quality, accuracy, escalation, reliability, guest satisfaction, business impact, and cost; use insights and experimentation to continuously improve performance.
• Partner with Privacy, Security, Legal, Risk, Data Governance, Operations, and business leaders to scale the Guest Agent responsibly across properties, brands, markets, and use cases.
Qualifications:
Experience Required:
• 5+ years of professional product management experience, including meaningful ownership of customer-facing products.
• Bachelor's degree in Computer Science, Engineering, Information Systems, Data Science, Mathematics, or another technical discipline.
• Demonstrated experience taking complex technology, data, or AI products from concept through production launch, scale, and ongoing operation.
• Strong technical and data fluency across APIs, enterprise integrations, transactional systems, and data flows, with experience managing customer-facing products where reliability and operational impact are critical.
• Proven ability to define product strategy, make prioritization trade-offs, align cross-functional stakeholders, and communicate effectively with senior leaders.
Experience Preferred:
• MBA or other relevant graduate degree.
• Experience building conversational, agent-based, intelligent-assistance, automation, or AI-enabled customer products.
• Experience with hospitality, travel, telephony or contact center, payments, service management, reservations, loyalty, or similar enterprise systems; experience with AI evaluation, responsible AI, privacy, security, or data governance is a plus.
The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
We welcome you:
Research shows that individuals tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.
We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.
The salary range for this position is $140,000 to $170,000. This position is also eligible to earn incentive awards and an annual bonus.The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.
