Senior Digital Product Manager, Guest Engagement

Choice Hotels International • Scottsdale, AZ

5d • Hybrid

About The Position

Choice Hotels is seeking a Senior Digital Product Manager for its Guest Engagement work within the ChoiceHotels.com team. This individual contributor role will lead the definition and launch of agent-facing and Guest-facing customer care capabilities, helping modernize agent tools and platforms while developing digital self-service experiences. The work spans agent assist technology, knowledge sources, AI chat, SMS, online contact forms, self-service flows, and connections between Guests and agents across desktop, mobile web, iOS, Android, and other digital experiences.

The role translates Guest, agent, and Owner needs and service insights into digital products, collaborating with product, design, engineering, contact center operations, data and analytics, AI and automation, and brand teams. It contributes to the broader Guest Engagement strategy and roadmap, analyzes contact center and digital engagement data, assesses competitive and consumer trends, and monitors performance through KPIs such as self-service adoption, resolution, agent productivity, speed-to-resolution, Guest satisfaction, and cost to serve.

The position is based at Choice Hotels’ North Scottsdale office and is described as four days onsite hybrid. Travel of up to 25% may be required to observe contact center operations, work with cross-functional teams, and test capabilities on-property or across the Guest journey. The role reports to the Senior Director, Product Management and has no direct reports. It is not eligible for sponsorship.

Requirements

• 3 to 5 years of experience as a product manager, product owner, business analyst, or in a similar role within an e-commerce, digital customer experience, customer service technology, or contact center technology organization.
• Demonstrated experience building or improving digital customer service, Guest engagement, self-service, or omnichannel support experiences.
• Solid understanding of web, mobile, API, integration, and data technologies, and emerging AI or automation technologies.
• Experience with Agile/SCRUM methodologies and associated tools.
• Ability to evaluate and measure digital product success, including adoption, usage, satisfaction, operational efficiency, and business impact.
• Ability to manage multiple high-priority efforts while maintaining urgency.
• Ability to make decisions amid ambiguity and balance analysis, speed, and data-informed decision-making.
• Strong business and technical acumen and curiosity.
• Bachelor's degree or equivalent experience.

Nice To Haves

• Experience in the travel, transportation, or hospitality sector.
• Experience modernizing customer service agent tools, CRM or case management platforms, agent desktops, knowledge management systems, or contact center workflows.
• Experience with agent assist technology, dynamic knowledge bases, conversational AI, AI chat, SMS, online contact forms, routing, escalation, or other omnichannel care capabilities.
• Experience creating Guest-facing self-service capabilities across desktop, mobile web, iOS, and Android apps, including clear handoffs to human support.
• Familiarity with contact center operations and metrics such as handle time, first contact resolution, containment, deflection, transfer rates, escalation rates, CSAT/NPS, and knowledge article effectiveness.
• Experience balancing cost-to-serve improvements with customer value and positive outcomes for franchisees and Owners.
• Experience with Rally, Jira, or Confluence.

Responsibilities

• Manage a portfolio of Guest Engagement products and projects in line with enterprise-wide strategic objectives.
• Represent the business and the voice of Guests, agents, and Owners throughout the agile software development process, including standups, sprint planning, reviews, and retrospectives.
• Translate product strategies and corporate objectives into product concepts, user stories, and prioritized backlogs for agent tools, knowledge sources, AI chat, SMS, contact forms, self-service flows, and assisted-service connections.
• Collaborate with UX designers, engineering, contact center operations, data and analytics, AI and automation partners, brand teams, and other product teams.
• Support development of the broader Guest Engagement and digital customer care strategy and analysis of related opportunities.
• Help develop the long-term strategy and roadmap for Guest engagement, self-service, agent assist, knowledge management, and digital customer care capabilities.
• Analyze contact center, digital engagement, self-service, and Guest feedback data to inform department strategy and business decisions.
• Conduct environmental analysis of competitive experiences, hospitality and travel service trends, AI-enabled service tools, and consumer customer care expectations.
• Support measurement of departmental performance against key indicators and targets, and identify actionable opportunities.
• Report findings and recommendations to internal stakeholders.
• Build and maintain reporting scorecards and visualizations for Guest engagement KPIs, including self-service adoption, containment or resolution, agent productivity, speed-to-resolution, Guest satisfaction, and cost-to-serve indicators.
• Travel as needed, up to 25% of the time, to observe contact center operations, partner with cross-functional teams, and test capabilities.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage.
• Leave and paid time off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
• Financial benefits for retirement and health savings.
• Employee recognition programs.
• Discounts at Choice hotels worldwide.

What This Job Offers

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