Senior Manager, Digital Platforms & Experience

International SOS

5d • Remote

About The Position

The Senior Manager, Digital Platforms & Experience Solutions is responsible for leading the configuration, customization, and delivery of Aspire Lifestyles’ digital platform into tailored, client-specific solutions across the Americas. This role does not build products from the ground up—instead, it owns the end-to-end translation of client needs into scalable digital experiences, ensuring platform capabilities are activated in ways that align with each client’s brand, customer experience goals, and business objectives. Acting as the bridge between client vision, digital platform capabilities, and internal execution, this role drives solution design, implementation, and ongoing optimization across multiple digital channels including web, mobile, messaging, and integrated systems. This is a highly visible, client-facing role requiring strong strategic thinking, cross-functional leadership, and the ability to influence both internal and external stakeholders.

Requirements

• Proven ability to manage client-facing deployments across multiple channels simultaneously
• Strong understanding of omnichannel customer experience design
• Ability to translate client business needs into platform configuration requirements and user stories
• Strong verbal and written communication skills, including ability to present to senior client stakeholders
• Experience working across web, mobile, chat and messaging channels
• Strong accountability with a track record of on time and on budget delivery
• Desire to work collaboratively with stakeholders and teammates
• Ability to gain a quick understanding of business needs, new processes, and applications
• Strong evidence of problem solving and analytical skills
• Ability to deliver clear requirements documentation and user stories
• Work closely with the client, Group team and design experts in coordinating tasks and deliverables
• Manage issues escalated by identifying resources, tracking status, and following issues to their conclusion
• Operates effectively in a fast paced Agile B2B environment
• Comfortable navigating ambiguity between a global platform and local client needs
• High trust builder with both client and internal teams
• Results-oriented approach with a “can-do” attitude and strong prioritization under competing client deadlines
• Passion for continuous improvement and innovation
• High School Diploma or Equivalent Required.
• 10+ years’ experience in Digital Product, omnichannel, or client solutions management in large organizations, preferably in a B2B environment
• 5+ years’ experience working in an Agile environment using tools such as Jira and Confluence
• Web experience required
• Ability to communicate in English (verbally and written) in a polished and professional manner is required.

Nice To Haves

• Experience in travel & hospitality strongly preferred
• API and messaging channel experience a strong plus
• Knowledge of WCAG and/or PCI security processes desirable
• Experience with Confluence and JIRA

Responsibilities

• Translate client business objectives and user experience goals into digital solution strategies and platform configurations
• Define and champion tailored digital experiences that align with both client expectations and Aspire’s platform capabilities
• Identify opportunities to enhance client value through continuous improvement and feature optimization
• Own the end-to-end delivery of digital client solutions, from requirements definition through implementation and optimization
• Lead the customization and configuration of Aspire’s digital platform across multiple channels
• Ensure solutions are delivered on time, within scope, and aligned with defined business outcomes
• Serve as a primary digital solutions partner to clients, building strong, trusted relationships
• Communicate effectively with senior client stakeholders, translating technical capabilities into business value
• Advocate for client needs while balancing scalability and alignment with global platform standards
• Partner closely with Engineering, Product, Operations, Marketing, and Project Management teams to drive successful execution
• Collaborate with Group Digital to understand platform roadmap, capabilities, and constraints
• Align internal stakeholders around solution priorities, timelines, and delivery expectations
• Lead the development of clear, actionable business requirements and user stories
• Translate complex business needs into structured platform configurations and workflows
• Ensure documentation is comprehensive, accurate, and supports scalable delivery
• Drive a culture of continuous improvement across client solutions, processes, and ways of working
• Identify opportunities to enhance efficiency, scalability, and client experience
• Contribute to the evolution of Aspire’s digital platform by surfacing insights and recommendations

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED