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

Capgemini • Atlanta, GA

2d

About The Position

The Program Manager Lead supports the delivery of multi‑workstream hospitality initiatives, ensuring teams across properties, corporate functions, and guest‑facing operations are aligned, informed, and prepared for new processes, systems, and ways of working. This role helps organize program activities, coordinate cross functional partners, track progress, and simplify complex information for operational teams.
The ideal candidate has experience in hospitality programs, understands property-level workflows, and can translate business and technical requirements into clear plans, milestones, and execution steps.
Program Managers are responsible for overseeing the project/engagement/contract/activity on a daily basis and are responsible for delivering high-quality results within the identified objectives and constraints, ensuring the effective use of the allocated resources. They are responsible for risk and issue management, project/engagement communication and stakeholder management. Project managers perform the activities of planning, organising, securing, monitoring and managing the resources and work necessary to deliver specific project goals and objectives in an effective and efficient way. Responsible for ensuring that client needs are satisfied through the formulation, development, implementation and delivery of application solutions in response to client requirements, expressed in approved service requests.  PM are responsible for the overall project/engagement plan, budget, structure, schedule and staffing requirements for the delivery organization.  PM ensure that the project meets its deliverables in an agreed schedule, according to the scope, within stipulated budget, and to quality standards.

Requirements

• Bachelors Degree
• 7-10 years of program or project management experience within hospitality, travel, or service-based environments.
• Understanding of hospitality operations including front office, housekeeping, F&B, guest services, and property technology.
• Strong coordination and organization skills with the ability to manage multiple workstreams.
• Ability to simplify detailed requirements and communicate clearly with diverse audiences.
• Experience working with digital tools, new system rollouts, or operational changes.
• Strong stakeholder management and facilitation skills.
• Proficiency in building plans, tracking milestones, and managing dependencies.
• Strong familiarity with JIRA, Smartsheets, or Confluence is required.

Responsibilities

• Lead program activities for large hospitality initiatives, ensuring alignment across operations, digital teams, and property or shipboard stakeholders.
• Translate business and technical requirements into structured plans, timelines, deliverables, and execution steps.
• Coordinate cross functional teams including operations, IT, digital product, training, revenue management, and guest experience.
• Track program milestones, risks, dependencies, and readiness tasks to ensure on-time execution.
• Support program communication through updates, executive summaries, status reports, and briefing materials.
• Facilitate working sessions, alignment meetings, and cross functional discussions to drive clarity and remove blockers.
• Prepare teams for upcoming changes by summarizing what is changing, what to expect, and how it affects operations.
• Partner with property and field operations teams to gather feedback, resolve concerns, and support transition activities.
• Maintain documentation, decision logs, RAID tracking, and program governance artifacts.

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
• Number of Employees: 5,001-10,000 employees