Sr. Manager, Product Management

Royal Caribbean Group • $120K — $145K *

Miami, FL 33132In-Person

Hospitality & Recreation

8 - 10 years of experience

Today

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Job Overview by Ladders

Qualifications

Bachelor's degree in a relevant field or equivalent experience.
8-12+ years in product management or technology leadership, with at least 3 years in a senior management role.
Experience leading teams of product managers or leads.
Proven track record managing multiple concurrent technology programs.
Strong background in hospitality operations or maritime technology environments.

Responsibilities

Own and lead two interlinked product portfolios: Guest & Crew Experience and Labor Management.
Define and execute long-term strategic roadmaps to enhance guest service and crew efficiency.
Lead and mentor a team of product managers across locations, translating operational needs into engineering priorities.
Drive technology innovations that transition service offerings from reactive to proactive.
Establish standardized and automated solutions for consistent fleet-wide performance.

Benefits

Opportunity to lead a critical technology transformation across a global fleet.
Engagement in high-level strategic discussions with senior leadership.
Collaborative work environment across diverse geographic locations.
Potential for career progression in a multinational corporation.
Focus on innovative solutions leveraging AI and automation.

Full Job Description

The Royal Caribbean Group's IT Shipboard Onboard Revenue Team has an exciting career opportunity for a full time Sr. Analyst, Program Management reporting to the Sr. Manager, Product Management.

The position is onsite and based in Miramar, Florida.

The position is also not eligible for work authorization sponsorship.

Position Summary:

The Senior Manager, Product Management - Guest & Crew Experience owns the strategy, evolution, and performance of two interconnected product portfolios: the full guest-service and hotel-operations technology suite, and the crew labor management platform. Together these portfolios form the operational and experiential backbone of every sailing - the tools that determine how crew serve guests, how operational issues get detected and resolved, and how the fleet's 40,000+ crew members are scheduled, assigned, and accounted for.

The guest and crew experience portfolio is in mid-shift from reactive to proactive service - fewer reasons to visit the front desk, shorter waits, SPMS capabilities merged into the flow, and better crew tooling when issues do occur. Platforms owned include SmartFleet Guest Services and Self-Service, Housekeeping Hub, Guest Requests, Maintenance, Inspections, IssuTrax, and SeaPay.

The Labor Management portfolio - SeaTime (time and attendance), the Crew Manager roadmap, and Crew Scheduler - sits naturally alongside the crew-facing products this role already owns: same crew, same operations, same data. Giving them one owner and one prioritized backlog forms the foundation that the larger enterprise Labor program builds on.

This Senior Manager leads other leaders across Miramar and Manila, partners closely with Hotel Operations, Guest Experience, Marine/Crew Operations, Finance, and brand teams, and is accountable for measurable service, efficiency, labor productivity, and guest- and crew-satisfaction outcomes at fleet scale.

Essential Duties and Responsibilities:

Role Context & Business Impact

Product Management is the strategic engine of GET Onboard - the function that converts Royal Caribbean Group's onboard business strategy into the digital products that generate and protect revenue across a 60+ ship global fleet serving millions of guests a year. It decides what gets built and why, owns the roadmap, and is accountable for the measurable value technology returns to the business.

This role operates at the intersection of three of the most operationally critical domains on the vessel: guest-facing service technology, hotel operations and crew tools, and crew labor management. Failure in any of these domains is immediately visible - in guest satisfaction scores, in crew productivity, in operational costs, and in the quality of the onboard experience.

The Senior Manager owns a multi-domain portfolio and leads other leaders. Market value reflects portfolio-level, revenue-adjacent accountability, executive stakeholder influence, and enterprise standardization scope - benchmarked against senior technology leadership roles across hospitality and technology sectors.

At the heart of this role's strategic mandate is a shift from reactive to proactive: building technology that detects and prevents issues before they reach the guest, reduces the operational burden on crew, and turns data from across both portfolios into actionable insight for hotel, operations, and finance leadership.

Essential Duties and Responsibilities

Strategic Product Leadership
Own the strategic direction and full lifecycle of two interconnected portfolios: Guest & Crew Experience and Labor Management.
Define and execute multi-year roadmaps that move guest service from reactive to proactive, reduce front-desk demand, and embed SPMS capabilities into the natural crew and guest flow.
Lead and mentor multiple product managers and leads across Miramar and Manila; translate operational needs into structured engineering intake and prioritized delivery.
Set the standard for how product work is done across this vertical - requirements quality, roadmap discipline, stakeholder communication - and hold the team to it.
Identify opportunities to improve crew efficiency, guest experience, and operational cost through technology innovation, AI, and automation.

Guest & Crew Experience Portfolio
Own SmartFleet Guest Services, Guest Requests, and Self-Service - reducing reasons to visit the front desk, shortening resolution times, and giving guests and crew a seamless service interface.
Own Hotel Operations products: Housekeeping Hub, Maintenance, Inspections, IssuTrax, and SeaPay - ensuring crew have the tools to manage their workload, resolve issues, and deliver consistent service quality.
Drive the strategic shift from reactive to proactive service: detect and prevent issues before they reach the guest, merge SPMS functionality into the guest and crew flow, and establish the data foundation for predictive operations.
Define the product requirements for configurable, enterprise-compliant dynamic inspection and maintenance capabilities - giving operational teams the flexibility to build workflows without engineering intervention for every change.
Ensure all platforms in this portfolio are building toward centralized, connected data that flows to Hotel Ops, Guest Experience, and Finance leadership for real-time operational visibility.
Partner with Hotel Operations, Guest Experience, and brand teams to standardize products fleet-wide across Royal Caribbean International, Celebrity Cruises, and Silversea.

Labor Management Portfolio
Own SeaTime - the time and attendance platform for approximately 40,000 crew users - ensuring accuracy, compliance, and operational adoption at fleet scale.
Own the Crew Manager roadmap for crew assignment: modernizing how crew are placed against operational demand and building the data infrastructure that makes smarter scheduling possible.
Define the Crew Scheduler product: standing it up from concept, sequencing delivery, proving it operationally in a controlled environment, and scaling it fleet-wide.
Treat SeaTime, Crew Manager, and Crew Scheduler as one foundational labor platform with a single prioritized backlog - the same crew, the same operations, the same data, owned by one leader.
Align the labor platform to the larger enterprise Labor program so the foundation built here is reusable and not rebuilt at the enterprise layer.
Partner with Marine/Crew Operations, Hotel Operations, and Finance on labor productivity, cost efficiency, and compliance outcomes - connecting platform decisions to measurable business results.

Roadmap Ownership & Backlog Management
Own and maintain prioritized product backlogs across both portfolios - Guest & Crew Experience and Labor Management - sequencing delivery based on business value, operational impact, risk, and technical dependencies.
Define and document epics, features, user stories, and acceptance criteria; ensure backlog items across all products are sufficiently refined for delivery planning.
Drive MVP and proof-of-concept definitions to validate product hypotheses and operational outcomes before committing to fleet-wide deployment.
Manage parallel environments during platform migrations and transitions, ensuring no operational disruption to crew workflows during cutover.

Agile Delivery & Engineering Partnership
Partner with Software Engineering and Platform Engineering to define internal capability requirements and translate operational needs into structured, well-scoped delivery briefs.
Ensure all internally built solutions are designed from the start to integrate with the enterprise data model, security standards, and EA-approved architecture.
Collaborate with engineering teams during sprint planning, backlog refinement, reviews, and retrospectives across multiple concurrent product teams.
Review completed work and accept or reject deliverables based on defined acceptance criteria; measure feature adoption and operational outcomes post-launch.

Operational Excellence & Fleet Standardization
Drive standardization, automation, and scalable frameworks across all products and brands fleet-wide - ensuring consistency of experience for guests and crew regardless of vessel.
Ensure availability and performance across the fleet, including concurrent Newbuild and Dry Dock deployments, with Crew Ops and Guest Experience platforms designed and confirmed before design milestones lock.
Monitor KPIs, crew adoption rates, guest satisfaction signals, and labor productivity metrics; use data to drive continuous improvement across both portfolios.
Partner with Product Analytics & Insights to establish dashboards that give Hotel Ops, Guest Experience, Marine/Crew Ops, and Finance leadership real-time operational visibility.
Leverage AI and automation to reduce manual operational burden on crew and improve platform reliability fleet-wide.

Cross-Functional Leadership & Stakeholder Engagement
Serve as the primary technology partner for Hotel Operations, Guest Experience, Marine/Crew Operations, and Finance - representing both portfolios at the senior leadership level.
Facilitate communication and alignment across Product, Engineering, Architecture, Infrastructure, Security, and Operations teams.
Influence stakeholders across brands and coordinate concurrent deployments and roadmap priorities across the fleet.
Manage third-party vendors and integrations supporting guest services, hotel operations, and labor systems - holding them accountable to delivery quality, SLAs, and the internalization roadmap.
Participate in New Construction and Dry Dock program planning - ensuring Guest & Crew Experience and Labor Management platform requirements are captured and EA-reviewed before design decisions are finalized.

Team Leadership & Development
Lead a multi-team product organization spanning Miramar and Manila: directly manage Lead-level product managers, and provide functional direction to Manila-based Analysts and Senior Analysts aligned to this vertical.
Set the development standard for the team - coaching on requirements quality, stakeholder management, roadmap discipline, and delivery excellence.
Build the team's capacity and capability as the vertical grows, including transitioning Manila-based ICs to formal direct reports as the Manila product management function matures.
Actively recruit, develop, and retain product management talent across both locations.

Qualifications:

Education
Bachelor's degree in Engineering, Computer Science, Information Technology, Business, Hospitality Management, or a related field, or equivalent experience.
Preferred: experience in hospitality operations, hotel technology, maritime, or crew operations technology environments.

Experience
8-12+ years in product management or technology leadership, with at least 3 years owning a multi-product portfolio at Senior Manager level or equivalent scope.
Demonstrated experience leading other product managers or leads - this is a leader of leaders role, not an individual contributor.
Proven track record owning technology programs across multiple concurrent products and major projects simultaneously.
Demonstrated experience managing the transition from third-party platforms to internally built solutions at scale.
Experience with labor management, workforce management, or time-and-attendance systems is a strong advantage.
Experience in hospitality, hotel operations, maritime, or similarly complex operational environments strongly preferred.
Proven ability to influence and align executive stakeholders across business units and brands.

Skills
Portfolio-level strategic leadership - can hold the vision across two interconnected, complex product portfolios and sequence investments that maximize business value.
Systems thinker - able to see how decisions in Guest & Crew Experience connect to labor management data, operational flows, and enterprise-level dependencies.
Strong executive stakeholder influence - comfortable in senior conversations with Hotel Operations, Finance, Marine/Crew Ops, and brand leadership.
Operationally grounded - understands crew workflows and hospitality service delivery at a level that earns credibility with the teams this role partners with.
Data fluency - comfortable defining data model requirements, reading operational metrics, and driving decisions from evidence rather than assumption.
Ability to manage multiple simultaneous priorities and lead through ambiguity without losing execution quality.

Technical / Functional Skills
Strong product management fundamentals: discovery, roadmap, backlog, delivery, and measurement.
Comfortable applying AI and automation to reduce manual effort, improve platform reliability, and accelerate delivery.
Able to create scalable frameworks and set standards others follow in a dynamic, multi-product environment.
Proficiency with Jira, Confluence, and related Agile delivery tools.
Understanding of enterprise software development lifecycle, EA review processes, and security standards.

Leadership / Behavioral Competencies
Sets vision and leads leaders - strong executive presence and the ability to align teams and stakeholders behind a shared direction.
Discip

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.

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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.

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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.

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Size

10,001 employees

Industry