Principal Program Manager - Hospitality Industry Expert - Commerce & Omni Channel Domain

Capgemini • Dallas, TX

1d

About The Position

We are seeking an Executive-Level Program Manager with deep expertise in the hospitality and cruise industry. This role leads large, multi-workstream programs that improve operational efficiency, elevate guest experience, modernize technology investments, and strengthen overall business performance across properties, fleets, and global hospitality networks.

The ideal candidate is a strategic, cross‑functional leader with hands‑on experience in hospitality and cruise operations, where speed, consistency, and scalability are critical.   As an Executive Program Manager, this leader oversees daily operations of major engagements, ensuring high‑quality delivery while proactively managing risks, issues, and resources.   They integrate digital and physical commerce experiences across booking, loyalty, mobile, onboard services, and POS environments to deliver a seamless omnichannel guest journey, while maintaining strong, transparent communication with stakeholders at all levels and driving efficient execution through disciplined planning, organization, monitoring, and governance.

Requirements

• Bachelors Degree
• 18+ years of Professional Program or Project management experience with specific Hospitality and Cruise expertise.
• Strong understanding of hospitality fundamentals including operations, service delivery, guest experience, and multi location or fleet management.
• Proven success leading large, cross functional programs across technology, operations, customer experience, and franchise or fleet organizations.
• Strong analytical and financial skills including KPI development, performance tracking, and data driven decision making.
• Excellent communication, stakeholder management, and change leadership skills in complex operational environments.
• Experience working with digital commerce, omni channel experience platforms, and core hospitality systems such as PMS, POS, CRS, RMS, and CRM

Responsibilities

• Operate at executive and board level across multi-site or multi ship engagements while ensuring all deliverables meet scope, timeline, quality, and cost commitments.
• Lead client negotiations for scope changes and set clear expectations that maintain business and financial viability.
• Manage program and service teams, guide activities, and monitor progress to ensure best practices and high-quality results.
• Lead programs that improve throughput, consistency, profitability, and guest satisfaction across digital and physical channels.
• Demonstrate strong experience in franchise and multi-unit operations, including site development, operational methods, and scalable standards across locations or ships.
• Apply strong financial fluency in budgeting, labor optimization, cost control, and ROI analysis for operational or digital initiatives.
• Partner with franchise owners, property leaders, shipboard teams, and field operations to drive adoption and consistent execution across the network.
• Guide digital and operational innovations aligned with hospitality and cruise trends and guest expectations.
• Convert business objectives into structured program plans tailored to hospitality and cruise operational needs.
• Lead cross functional teams across operations, marketing, technology, supply chain, and franchise networks to deliver measurable business outcomes.
• Integrate digital commerce such as ecommerce, mobile, and marketplaces with physical commerce including POS, onboard services, retail, spa, dining, excursions, and property systems.
• Ensure consistent loyalty, payments, promotions, and customer experience across all channels.
• Enhance guest journeys across booking engines, mobile apps, kiosks, onboard systems, CRM, and partner channels.
• Support site or fleet strategy, operational audits, and new property or vessel development.
• Use customer feedback, loyalty insights, and analytics to shape differentiated guest experiences and encourage repeat visits.
• Develop business cases, ROI assessments, and financial models aligned with hospitality margin dynamics and value engineering priorities.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

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