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

Capgemini • Dallas, TX

11d

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

• Lead major hospitality or cruise commerce initiatives and ensure delivery, stakeholder engagement, and performance outcomes.
• Translate business needs across bookings, loyalty, mobile, onboard purchasing, digital journeys, and property operations into clear program deliverables.
• Drive programs through discovery, requirements, solution design, delivery coordination, readiness, and transition.
• Define the roadmap for commerce and omni channel initiatives across bookings, digital experience, loyalty, payments, and on property or onboard interactions.
• Lead cross functional efforts involving reservation systems, POS updates, digital ordering, service platforms, and mobile check in, check out, embarkation, and disembarkation.
• Align product, engineering, operations, revenue management, marketing, and property or shipboard teams on goals and priorities.
• Oversee multiple workstreams to ensure quality, compliance, and alignment across properties or fleet locations.
• Provide executive visibility into status, risks, dependencies, decisions, and program health.
• Apply deep knowledge of hotel and cruise operations including guest services, dining, retail, spa, casino, and revenue management.
• Lead integration across mobile apps, booking engines, loyalty platforms, CRM, PMS, POS, RMS, CRS, kiosks, call centers, onboard systems, and partner channels.
• Support modernization of core hospitality and cruise systems and enable unified commerce experiences.
• Manage relationships with vendors, system integrators, brand teams, franchise owners, shipboard leaders, and property management.
• Facilitate executive briefings, workshops, and program communications.
• Ensure stakeholder expectations are clear, consistently managed, and achieved through strong communication and delivery leadership.

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