Senior Manager, Product

Royal Caribbean Group • $120K — $150K *

Miami, FL 33186In-Person

Hospitality & Recreation

5 - 7 years of experience

Yesterday

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Job Overview by Ladders

Qualifications

Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA or Master's is a plus.
7+ years of product management experience, with at least 3 years in platform, integration, or API roles.
Proven track record of driving platform capability adoption across large enterprises.
Strong technical fluency with APIs, data contracts, and integration patterns.
Experience managing capability roadmaps with quantitative coverage metrics.
Familiarity with agile methodologies and tools like Jira/Confluence.
Strong communication skills, particularly in presenting to senior leadership.

Responsibilities

Catalog and update digital capabilities by guest journey phase.
Prioritize capability adoption based on impact and readiness.
Own and expand the near-term product roadmap through integration.
Define integration standards for seamless partner connections.
Lead workshops with stakeholders to translate technical requirements for action.
Monitor and enhance the conversational experience and onboarding processes.
Collaborate with design teams to craft effective conversation patterns.

Benefits

Exciting opportunity to shape guest interactions at a global scale.
Work on innovative technology like conversational AI and multi-modal interfaces.
Collaboration with diverse teams across the organization.
Opportunity for professional growth within a recognized brand.
Located in vibrant Downtown Miami, Florida.

Full Job Description

The Royal Caribbean Group's Global E-Commerce Team has an exciting career opportunity for a full time Senior Manager, Product reporting to the Senior Director, Digital Product.

The position is onsite and based in Downtown, Miami, Florida.

The position is also not eligible for work authorization sponsorship.

Position Summary:

If a guest can order a towel from the app, the AI companion should be able to do it too. You are the person who makes that true.

This role owns the bridge between every existing digital capability across the enterprise and the conversational platform that guests interact with. Three brands, hundreds of touchpoints, the entire journey from dreaming to disembarking. All of it needs to work through conversation and agentic action.

The capabilities already exist. Your job is to catalog them, prioritize them, define how they integrate with the platform, and build the standards that let partner teams connect without a bottleneck. But integration is only half the job - you also shape how these capabilities feel to guests: the conversational UX, the multi-modal interface, the moments where a well-designed interaction turns a transaction into a relationship.

The right person for this role thinks in systems, not features. You see a capability map where others see a product roadmap. You measure success not by what shipped last sprint, but by how much of the enterprise the product can actually reach.

Key Responsibilities:

Catalog and continuously update a comprehensive inventory of all existing digital capabilities across Royal Caribbean Group brands, organized by guest journey phase and surface
Prioritize capability adoption based on guest impact, call volume deflection potential, revenue influence, and technical readiness
Own the near-term product roadmap, driving steady expansion of what the platform can do through integration with existing enterprise services
Define and maintain integration standards, API contracts, and data requirements so that enterprise partner teams can connect their capabilities to the platform with minimal friction
Partner directly with product teams across Contact Center, eCommerce, Digital (App), Onboard, Loyalty, Shore Excursions, Dining, Entertainment, and Revenue Management to scope and execute integrations
Lead capability adoption working sessions with enterprise stakeholders, translating the platform's technical requirements into language each partner team can act on
Own current platform workstreams, including conversational AI features, intelligent search, and production releases
Drive active participation in cross-functional working groups spanning business value, technology, and design for near-term priorities
Build and maintain a capability coverage dashboard tracking: percentage of digital capabilities available through the platform, guest adoption rates per capability, and task completion rates
Collaborate with the engineering team so platform architecture supports scalable capability onboarding
Own the conversational experience quality for adopted capabilities - how they surface through chat, when to use structured UI (cards, carousels, forms) vs. conversational responses, and the interaction patterns that make multi-modal feel coherent rather than bolted together
Own the guest's first interaction with the platform - onboarding flows, personalization discovery, and the experience ramp that moves guests from first contact to confident usage
Partner with design to define conversation patterns, error recovery flows, and the experiential standards that ensure every integrated capability feels native to the platform rather than an API call with a chat wrapper
Identify and escalate dependencies on shared enterprise services that the platform consumes but does not own, working with leadership to secure co-investment commitments
Contribute to the enterprise capital investment case with clear near-term scope, cost estimates, and projected value
Ensure all capability integrations meet security, compliance, and data governance standards
Track and report on key metrics: capability coverage percentage, guest adoption per capability, task completion rates, contact center deflection impact, and integration cycle time
Support the Director in executive communications by providing clear, data-grounded updates on capability adoption progress

Qualifications and Education:

Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or Master's degree is a plus; or equivalent experience.
7+ years of product management experience, with at least 3 years in platform, integration, or API product roles
Proven experience driving adoption of platform capabilities across a large enterprise with multiple business units
Track record of influencing without direct authority across complex organizational structures
Strong technical fluency: comfortable with APIs, event-driven architectures, data contracts, and integration patterns (you don't need to write code, but you need to speak the language)
Experience managing a capability or integration roadmap with quantitative coverage metrics
Demonstrated ability to translate business requirements into technical integration specifications
Familiarity with agile methodologies, Jira/Confluence, and cross-functional program delivery
Experience in travel, hospitality, or large-scale consumer digital platforms preferred
Familiarity with AI/ML technologies, conversational interfaces, or agentic AI systems is a plus
Strong UX sensibility: you don't need to push pixels, but you need to recognize when an interaction feels wrong and articulate why - comfort with conversation design, multi-modal interfaces, or consumer product craft is valued
Strong communication and presentation skills; comfortable presenting to senior leadership
Comfortable navigating enterprise organizational complexity, where integration priorities shift as teams evolve their APIs, release new services, and renegotiate ownership boundaries

Financial/Quantitative Responsibilities:

Contribute to near-term budget planning and capability adoption cost estimation for the enterprise capital investment case
Track and report capability adoption metrics tied to revenue influence and contact center cost deflection
Monitor integration cycle time and resource allocation efficiency across partner teams

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

About Royal Caribbean Group

Royal Caribbean Group is a cruise vacation company with a global fleet of 63 ships traveling around the world. The company provides celebrity cruises and silversea cruises. Royal Caribbean Group was established in 1968 in Miami, Florida.

Royal Caribbean Group Careers

There has never been a more exciting time to explore job opportunities with Royal Caribbean Group, a leader in the global cruise industry known for innovation and excellence.

Work You’ll Do

Join Royal Caribbean Group's dynamic team to help redefine the travel experience for millions of guests worldwide. The company's commitment to growth and leadership in the cruise industry offers a unique platform for professionals to advance their careers. Transform the future of travel with Royal Caribbean Group, where diversity, innovation, and a passion for service converge to create extraordinary vacation experiences. Lead in a market where skills in technology, customer service, and operational excellence are prized. Royal Caribbean Group stands at the forefront of the travel industry, offering team members unparalleled opportunities for career advancement. Work alongside a global team of professionals dedicated to pioneering new paths in the cruise sector. Royal Caribbean Group fosters a culture of innovation and leadership, making it an ideal workplace for those aiming to make a significant impact.

Royal Caribbean Group Professional Pathways

The team is actively building a robust professional network, inviting individuals to master their career journey in the vibrant world of cruise travel.

Do Innovative Work

Engage with a diverse team at Royal Caribbean Group—professionals dedicated to reshaping the future of travel through continuous innovation and a deep understanding of the global travel market.

Drive Innovation and Leadership

Deliver targeted solutions and exceptional guest experiences by leveraging deep industry knowledge and a commitment to innovation that’s second to none.

Be Part of a Great Team

Join a workforce that thrives on collaboration and diversity. Royal Caribbean Group offers a variety of job opportunities that harness the capabilities of its expansive global network.

Future-proof Your Career

Royal Caribbean Group provides a wealth of opportunities for personal and professional development, supported by comprehensive training programs and a commitment to promoting from within.

Explore

Discover how Royal Caribbean Group is leading the way in employee satisfaction and guest service, setting new standards in the cruise industry.

The Royal Caribbean Group Advantage

With a focus on diversity, leadership, and professional growth, Royal Caribbean Group helps team members navigate their careers in an ever-evolving industry. The company's global scale and commitment to innovation offer unmatched opportunities for career advancement.

Stay Connected

Join the Team

Search open positions that match your skills and interests. Royal Caribbean Group looks for passionate, curious, creative, and solution-driven team players. SEARCH ROYAL CARIBBEAN JOBS

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Learn more about Royal Caribbean Group

Size

10,001 employees

Industry