Digital Product Manager, Digital Guest Services

Choice Hotels International • Scottsdale, AZ

7d • Hybrid

About The Position

Choice Hotels, one of the world's largest lodging franchisors, has an exciting new opportunity as our Digital Product Manager, Digital Guest Services on our Digital Commerce Product Team. The Digital Commerce Product Team is the team that builds the mobile app, mobile web, and desktop experiences our Guests use to plan, book, and manage their trips — before they arrive, while they're on property, and after they check out. As a key member of our Digital Commerce Product Team, you will define and launch guest-facing capabilities — like mobile check-in/check-out, mobile key, and mobile ordering — that will evolve our guest-facing experiences by simplifying and enhancing the travel experience for our Guests pre-arrival, on-property, and after departure.

As a Digital Product Manager, Digital Guest Services, you will take the lead in defining and launching an expanding set of guest-facing iOS and Android capabilities. You will partner closely with UX research, design, engineering, and other teams across the company to plan and deliver a set of guest-facing planning, shopping, booking, pre-arrival, in-stay, and post-stay features that streamline the travel experience. These include capabilities such as mobile check-in/check-out, mobile key, mobile ordering, connected room and entertainment technologies, and more. Your ability to effectively collaborate, generate an understanding and empathy with guests, and fluency with consumer mobile apps will unlock new capabilities that both delight our guests and grow our business.

We invite you to apply today for our Digital Product Manager, Digital Guest Services role and #MakeItYourChoice.

Requirements

• Bachelor's degree in related field required or equivalent experience
• At least 3 years' experience as a product manager, product owner, business analyst, or similar role within an e-commerce organization
• Demonstrated experience building app-based guest service or e-commerce features, ideally in the travel, transportation, or hospitality sector
• Solid understanding of how to evaluate and measure the success of digital products
• Strong technical fluency and a solid understanding of web technologies, with the ability to collaborate closely with engineering teams and “walk the talk”
• Proficient in Microsoft Outlook, Excel, PowerPoint and Word
• Proficient in Agile/Scrum methodologies and associated tools (Rally, Jira, Confluence)
• Able to manage multiple high-priority efforts while maintaining a sense of urgency
• Able to make decisions in the face of ambiguity, knowing when to analyze further and instinctively balancing speed with the need to support decisions with data
• High degree of business and technical acumen and curiosity

Nice To Haves

• Experience building pre-stay and in-stay capabilities such as mobile check-in/check-out, mobile key, and mobile ordering preferred
• Ability to travel up to 25% of the time to test new capabilities on-property
• Demonstrates key competencies to include customer focus, decision quality, and collaboration

Responsibilities

• Manage a portfolio of app-based products, ensuring each one delivers against Choice Hotels' enterprise-wide strategic objectives.
• Drive product development within an agile software development process, representing the business and the voice of the customer in daily stand-ups, sprint planning sessions, sprint reviews, and retrospectives.
• Translate product strategies and corporate objectives into product concepts, user stories, and prioritized product backlogs for our suite of mobile products.
• Partner with user experience (UX) designers and leverage our usability and testing resources to build experiences that meet guest needs, support our business goals, and deliver measurable results.
• Help shape the long-term strategy and roadmap for Choice Hotels' guest-facing apps, drawing insights and inspiration from the travel industry and other industries that use mobile and web technology to reduce friction for customers.
• Conduct regular competitive and industry analysis, including assessments of competitor apps and websites and emerging consumer trends.
• Measure performance against key performance indicators (KPIs) and targets, and build and maintain mobile scorecards and data visualizations for senior leadership.
• Share findings and recommendations with internal stakeholders, championing the current and future needs of our guests across every department.
• Work with our finance team on business cases and financial modeling, and partner with our hotel brand teams and other groups to develop go-to-market plans that bring new capabilities to our franchisees.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level