Director, Digital Product Management – F&B and Retail

Universal Orlando•Orlando, FL

14d

About The Position

The Digital & Technology Product Management team is focused on driving product strategies to evolve and enhance the Guest experience across Universal Destinations and Experiences (UDX). This executive leadership role will: Lead development of product strategies and implementations for Universal Orlando, Universal Studios Hollywood, Universal Studios Japan, focused on driving customer experience and business transformation. Provide Executive leadership for a team of Digital & Technology Product Managers, responsible for stakeholder engagement, cross-functional collaboration, roadmap prioritization and requirements alignment. Partner with other Digital & Technology leaders including Solution Architects, Software Engineers, Program Management, and Quality Assurance, to collectively drive planning, solutioning, development, and deployment of digital capabilities for Universal Destinations. MAJOR RESPONSIBILITIES: Experience Transformation Lead Guest and Team experience transformation initiatives over a multi-year horizon for Universal Destinations globally Oversee the creation of new digital capabilities for Guests and Team Members, with a focus on creating an integrated end-to-end experience across the customer journey. Develop and launch innovative experiential concepts and platforms to address guest satisfaction and business growth opportunities Develop business case and value proposition for new product development and ongoing enhancements Drive a continuous focus on experience optimization, by regularly gathering and synthesizing consumer, operational, and business insights, to identify and prioritize product enhancements. Advocate for the customer experience on cross-functional projects Leadership & Collaboration Lead a Team of Product Managers to deliver upon the collective product vision Universal Destinations & Experiences. Set and manage team strategic direction, prioritization, resource planning, deliverables, and timelines. Lead collaborative, cross-functional teams with a combination of Product, Business and IT stakeholders, to drive Product planning, delivery, implementation, and ongoing support. Work closely with other Product Executives responsible for others facets of the Guest experience, to maintain cross-product alignment for a seamless end-to-end experience Partner with Digital Technology to drive product architecture and delivery, regularly making critical business decisions around scope, time, and budget considerations, balanced against a relentless focus on the Guest experience. Participate on the Digital Experience Product Executive Leadership team, providing executive decision-making, team resource and talent planning, and priority management. Digital Product Management Drive the development of Guest and Team member digital capabilities across the entire product life cycle – from concept development, concept testing, user experience design, technical design, technical delivery, testing, and implementation. Design, implement and manage end-to-end experiences and enhancements across all customer touch points and channels Develop, evaluate, and implement overall experience strategies and related tactics, striving to create a simple and seamless Guest experience Conduct analysis as needed to determine best path for solving business problems, opportunities that may include process improvement, system enhancements, user training, and/or an enhanced product offering Act as the subject matter expert (business owner) for new products, integrating with key stakeholder teams to ensure ongoing product success Product Strategy Proactively evaluate Guest experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities Develop and frame up product recommendations with associated cost, value and experience analysis, to gain approval and funding for development Collaborate and liaise with key business partners to establish product goals and objectives Ensure product alignment with the holistic experience transformation vision Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to enable well-informed future product planning Product Planning Establish the product roadmap and coordinate with key partners to manage product delivery and implementation timelines Partner with other UDX Digital Product team to ensure product best practices, dependencies and integration points are considered during roadmap and release planning Establish product backlog priorities for release and sprint planning, considering new capabilities, minor enhancements, and defect fixes Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities. Performs other duties as assigned.

Requirements

Bachelor’s degree required - Business, Technology, Digital Marketing, or Industrial Engineering preferred; Master’s degree preferred.
10+ years in Product Management, Digital Marketing, E-Commerce, Digital Experience Design, Industrial Engineering, Technology, or related fields.
Expert knowledge of large scale transformation initiatives
Experience integrating marketing and experience technologies
Experience leading, coaching, and developing teams
Experience in large scale program planning and implementation
Expert at stakeholder and partner management
Experience with executive level communication, Demonstrated ability to drive work through collaboration and relationship building
Excellent analytical, written and oral communication skills, and be able to explain complex concepts both concisely and simply
Demonstrated ability to define and execute strategic initiatives; or equivalent combination of education and experience.
Strong critical thinking and problem-solving skills, with an ability to understand broad concepts, identify connection points and gaps, and establish product strategies that align with the broader vision and support Guest and business strategies.
Demonstrated analytical and technical skill set, with an ability to synthesize and analyze product-related data across an array of sources (e.g. Marketing, Consumer Insights, Industrial Engineering, etc.), to evaluate product effectiveness.
Extremely strong communication and presentation skills, with an ability to influence senior leadership by developing and clearly framing up options, analysis and recommendations.
Strong organizational skills with an appropriate balance of attention to detail and agility to deliver in a fast-paced environment.
Demonstrated ability to lead collaborative, cross-functional project teams with a wide range of stakeholders and key partners.
Experience supporting an operating environment, with a focus on ensuring that strategies are sound and viable from Business perspective.
Diligent, flexible, resourceful, independent worker with a strong work ethic.
Strong communicator capable of delivering concise messages to various audiences.
Positive attitude, team player with professional demeanor.
Intellectual curiosity and strong willingness to learn.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.

Responsibilities

Lead Guest and Team experience transformation initiatives over a multi-year horizon for Universal Destinations globally
Oversee the creation of new digital capabilities for Guests and Team Members, with a focus on creating an integrated end-to-end experience across the customer journey.
Develop and launch innovative experiential concepts and platforms to address guest satisfaction and business growth opportunities
Develop business case and value proposition for new product development and ongoing enhancements
Drive a continuous focus on experience optimization, by regularly gathering and synthesizing consumer, operational, and business insights, to identify and prioritize product enhancements.
Advocate for the customer experience on cross-functional projects
Lead a Team of Product Managers to deliver upon the collective product vision Universal Destinations & Experiences.
Set and manage team strategic direction, prioritization, resource planning, deliverables, and timelines.
Lead collaborative, cross-functional teams with a combination of Product, Business and IT stakeholders, to drive Product planning, delivery, implementation, and ongoing support.
Work closely with other Product Executives responsible for others facets of the Guest experience, to maintain cross-product alignment for a seamless end-to-end experience
Partner with Digital Technology to drive product architecture and delivery, regularly making critical business decisions around scope, time, and budget considerations, balanced against a relentless focus on the Guest experience.
Participate on the Digital Experience Product Executive Leadership team, providing executive decision-making, team resource and talent planning, and priority management.
Drive the development of Guest and Team member digital capabilities across the entire product life cycle – from concept development, concept testing, user experience design, technical design, technical delivery, testing, and implementation.
Design, implement and manage end-to-end experiences and enhancements across all customer touch points and channels
Develop, evaluate, and implement overall experience strategies and related tactics, striving to create a simple and seamless Guest experience
Conduct analysis as needed to determine best path for solving business problems, opportunities that may include process improvement, system enhancements, user training, and/or an enhanced product offering
Act as the subject matter expert (business owner) for new products, integrating with key stakeholder teams to ensure ongoing product success
Proactively evaluate Guest experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities
Develop and frame up product recommendations with associated cost, value and experience analysis, to gain approval and funding for development
Collaborate and liaise with key business partners to establish product goals and objectives
Ensure product alignment with the holistic experience transformation vision
Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to enable well-informed future product planning
Establish the product roadmap and coordinate with key partners to manage product delivery and implementation timelines
Partner with other UDX Digital Product team to ensure product best practices, dependencies and integration points are considered during roadmap and release planning
Establish product backlog priorities for release and sprint planning, considering new capabilities, minor enhancements, and defect fixes
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.