Director Product Management, Owner & Operator Portal

IHG•Atlanta, GA

7h•Hybrid

About The Position

The Director, Product Management – Owner & Operator Portal owns the vision, strategy, roadmap, and execution for IHG’s AI-enabled Owner & Operator Portal, a single destination for owners and operators to access services, data, and support. The role leads delivery across web, mobile, an owner-facing AI agent, notifications, and communications. The product is currently built on the Salesforce ecosystem and frontier AI solutions, but the Director is expected to assess experience platforms and AI assistant capabilities broadly and recommend the best-fit approach. The Director works with cross-functional stakeholders throughout the owner lifecycle to understand business processes, define value-enabling capabilities, and shape the underlying data model. The role leads Business Analysts and a Data Visualization Manager, works with delivery partners, and guides enterprise-wide delivery toward experiences that are valuable, well engineered, operable, scalable, and delivered on schedule. It also directs user acceptance testing and release readiness, and advises on delivery partnerships, vendor selection, and statements of work. The position is based in a hybrid work structure requiring three days in IHG’s Atlanta office, with that expectation subject to change as business needs evolve. Travel is 10%.

Requirements

Bachelor’s or Master’s degree in a relevant field, or an equivalent combination of education and work-related experience.
Typically 10 or more years of progressive product management experience, including demonstrated proficiency leading digital experience products, platform ecosystems, and cross-functional delivery teams.
Mastery of product management for experience platforms, with a technology-agnostic perspective across experience-enabling and AI-assistant capabilities, deep working expertise in the Salesforce ecosystem, and strong knowledge of supported technologies’ capabilities and constraints.
Expert understanding of multi-surface experience environments, including web portals, mobile, AI agents, and notifications, and of the business processes, value-enabling capabilities, and data models behind them.
Ability to champion engineering process disciplines such as Scrum, Agile, Kanban, and ITIL.
Ability to champion responsible AI practices and governance, including Einstein Trust Layer usage, responsible-AI review, and data grounding.
Salesforce platform experience, including Experience Cloud, Agentforce, Data Cloud, MuleSoft/API-led integration, CRM data models, Flow and platform automation, security and access management, release and DevOps practices, enterprise integration patterns, knowledge management, and personalization.
Data-focused skills in data model design and governance; data design principles and best practices; reporting and analytics design platforms; data platforms for data residency decisions, including Salesforce Data Cloud and GCP/BigQuery; BI tools such as Tableau and Tableau Next; value and adoption analytics; decision science, machine learning, AI and agentic/LLM solutions; predictive insights and personalization; and Master Data Management applications.

Nice To Haves

Multi-surface experience design across web, mobile, and AI agents.
Experience with frontier AI, agentic solutions, and AI assistants, such as Agentforce, conversational AI platforms, and LLM-based assistants.
Owner and operator self-service experience.
Knowledge and content experience.
Business process mapping.
Value case development and adoption measurement.
Reporting and analytics experience.
Hospitality owner and hotel data experience.

Responsibilities

Own and develop the product vision, strategy, and roadmap for the Owner & Operator Portal, ensuring it can scale across regions, brands, and personas and follows industry and enterprise technology standards.
Translate Salesforce platform direction and frontier AI innovation, as well as broader experience-platform and AI-assistant capabilities, into business value; advise stakeholders with research and innovative approaches.
Develop business cases and value-enabling capabilities; influence senior leaders, business partners, and cross-functional stakeholders on prioritization and adoption, and drive solutions through completion.
Research or direct research into frontier AI solutions, AI-assistant capabilities, and experience-enabling technologies, assessing their potential application to the portal roadmap and business plans.
Analyze end-to-end business processes and owner/operator journeys across the multi-surface experience, including the underlying data model, in partnership with technology and business colleagues.
Guide and influence enterprise-wide delivery of valuable, well-engineered, operable, and scalable experiences delivered on schedule; direct User Acceptance Testing and release readiness.
Lead a team of Business Analysts and a Data Visualization Manager.
Advise on delivery partnerships, vendor selection, and statements of work.