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

Capgemini • Chicago, NY

3d

About The Position

The Program Manager will lead high‑impact initiatives across the Commerce and Omni‑Channel ecosystem within the Hospitality and Cruise industries , focusing on digital commerce transformation, guest experience enhancement, and modernization of on‑property and onboard technologies. This role is responsible for driving end‑to‑end delivery of programs that unify digital and physical guest interactions spanning booking engines, mobile apps, loyalty platforms, property and shipboard systems, and partner channels; to create seamless, revenue‑generating, guest‑centric journeys. Program Managers collaborates closely with Product, Engineering, Operations, Revenue Management, Guest Experience, Marketing, and Commercial teams to shape and execute multi‑year roadmaps. These initiatives strengthen revenue performance, streamline hotel and fleet operations, and elevate digital and on‑site guest experiences across properties and ships. Individual will be responsible for overseeing cross‑functional workstreams, manages risks and dependencies, ensures clear communication with stakeholders, and drives alignment across diverse teams including corporate, property-level, and shipboard stakeholders. They apply deep knowledge of hospitality and cruise operations to guide program decisions and ensure solutions meet the unique needs of global hospitality environments. Through strong leadership, structured delivery, and outcome‑focused execution, the Managing Project Manager ensures programs meet their objectives and deliver measurable business and guest‑experience impact.

Requirements

• Bachelors Degree
• 8 to 12 + years of program or project management experience, within hospitality, cruise, travel, retail, or global commerce environments.
• Demonstrated success delivering large scale digital commerce or omni channel initiatives.
• Strong understanding of hospitality and cruise operational systems including PMS, CRS, POS, RMS, loyalty and CRM platforms, and onboard experience systems.
• Proven ability to lead complex, multi stakeholder enterprise programs across both technical and operational domains.
• Exceptional communication, executive level presentation, and leadership capabilities.
• Strong analytical, organizational, and problem solving skills.
• Experience with cloud based commerce, booking, or guest experience platforms such as Oracle Hospitality, Agilysys, Shiji, NCR, Amadeus, Sabre, Salesforce Commerce, or Adobe Commerce.

Nice To Haves

• PMP, PgMP, Agile or Scrum certifications preferred.
• Experience within multi property hotel portfolios, cruise lines, branded hospitality groups, or global travel organizations.

Responsibilities

• Overseeing cross‑functional workstreams
• Manages risks and dependencies
• Ensures clear communication with stakeholders
• Drives alignment across diverse teams including corporate, property-level, and shipboard stakeholders
• Apply deep knowledge of hospitality and cruise operations to guide program decisions and ensure solutions meet the unique needs of global hospitality environments
• Through strong leadership, structured delivery, and outcome‑focused execution, the Managing Project Manager ensures programs meet their objectives and deliver measurable business and guest‑experience impact.

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: Mid Level