Senior Manager, Product Management

Royal Caribbean Cruises Ltd•Miami, FL

2d•Onsite

About The Position

Royal Caribbean Group is seeking a full-time Senior Manager, Program Management to join their IT Shipboard Onboard Revenue Team. This role reports to the Senior Director, Product Management and is based onsite in Miramar, Florida. The Senior Manager, Product Management – Guest & Crew Experience will be responsible for the strategy, evolution, and performance of two interconnected product portfolios: the guest-service and hotel-operations technology suite, and the crew labor management platform. These portfolios are critical to the operational and experiential backbone of every sailing, influencing how crew serve guests, how operational issues are managed, and how the fleet's crew members are scheduled and accounted for. The role involves a strategic shift from reactive to proactive service, aiming to reduce guest service issues, shorten wait times, and improve crew tooling. Platforms owned include SmartFleet Guest Services and Self-Service, Housekeeping Hub, Guest Requests, Maintenance, Inspections, IssuTrax, SeaPay, SeaTime (time and attendance), Crew Manager, and Crew Scheduler. This position leads other leaders across Miramar and Manila, collaborates with various departments including Hotel Operations, Guest Experience, Marine/Crew Operations, Finance, and brand teams, and is accountable for measurable outcomes in service, efficiency, labor productivity, and guest/crew satisfaction at a fleet scale. Product Management at Royal Caribbean Group is described as the strategic engine that translates business strategy into digital products, determining what gets built and why, owning the roadmap, and ensuring technology delivers measurable value. This role operates at the intersection of guest-facing service technology, hotel operations, crew tools, and crew labor management, domains where failure is immediately visible. The Senior Manager owns a multi-domain portfolio, leads other leaders, and has portfolio-level, revenue-adjacent accountability with executive stakeholder influence and enterprise standardization scope.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology, Business, Hospitality Management, or a related field, or equivalent experience.
8–12+ years in product management or technology leadership, with at least 3 years owning a multi-product portfolio at Senior Manager level or equivalent scope.
Demonstrated experience leading other product managers or leads — this is a leader of leaders role, not an individual contributor.
Proven track record owning technology programs across multiple concurrent products and major projects simultaneously.
Demonstrated experience managing the transition from third-party platforms to internally built solutions at scale.
Experience with labor management, workforce management, or time-and-attendance systems is a strong advantage.
Proven ability to influence and align executive stakeholders across business units and brands.
Portfolio-level strategic leadership — can hold the vision across two interconnected, complex product portfolios and sequence investments that maximize business value.
Systems thinker — able to see how decisions in Guest & Crew Experience connect to labor management data, operational flows, and enterprise-level dependencies.
Strong executive stakeholder influence — comfortable in senior conversations with Hotel Operations, Finance, Marine/Crew Ops, and brand leadership.
Operationally grounded — understands crew workflows and hospitality service delivery at a level that earns credibility with the teams this role partners with.
Data fluency — comfortable defining data model requirements, reading operational metrics, and driving decisions from evidence rather than assumption.
Ability to manage multiple simultaneous priorities and lead through ambiguity without losing execution quality.
Strong product management fundamentals: discovery, roadmap, backlog, delivery, and measurement.
Comfortable applying AI and automation to reduce manual effort, improve platform reliability, and accelerate delivery.
Able to create scalable frameworks and set standards others follow in a dynamic, multi-product environment.
Proficiency with Jira, Confluence, and related Agile delivery tools.
Understanding of enterprise software development lifecycle, EA review processes, and security standards.
Sets vision and leads leaders — strong executive presence and the ability to align teams and stakeholders behind a shared direction.
Disciplined execution with a passion for the guest and crew experience.
Comfortable with complexity and ambiguity across multiple simultaneous priorities.
Builds and sustains high-trust relationships across functions, brands, and geographies.
Continuous learner who challenges assumptions and drives innovation.

Nice To Haves

Experience in hospitality operations, hotel technology, maritime, or crew operations technology environments.
Experience in hospitality, hotel operations, maritime, or similarly complex operational environments strongly preferred.

Responsibilities

Own the strategic direction and full lifecycle of two interconnected portfolios: Guest & Crew Experience and Labor Management.
Define and execute multi-year roadmaps that move guest service from reactive to proactive, reduce front-desk demand, and embed SPMS capabilities into the natural crew and guest flow.
Lead and mentor multiple product managers and leads across Miramar and Manila; translate operational needs into structured engineering intake and prioritized delivery.
Set the standard for how product work is done across this vertical — requirements quality, roadmap discipline, stakeholder communication — and hold the team to it.
Identify opportunities to improve crew efficiency, guest experience, and operational cost through technology innovation, AI, and automation.
Own SmartFleet Guest Services, Guest Requests, and Self-Service — reducing reasons to visit the front desk, shortening resolution times, and giving guests and crew a seamless service interface.
Own Hotel Operations products: Housekeeping Hub, Maintenance, Inspections, IssuTrax, and SeaPay — ensuring crew have the tools to manage their workload, resolve issues, and deliver consistent service quality.
Drive the strategic shift from reactive to proactive service: detect and prevent issues before they reach the guest, merge SPMS functionality into the guest and crew flow, and establish the data foundation for predictive operations.
Define the product requirements for configurable, enterprise-compliant dynamic inspection and maintenance capabilities — giving operational teams the flexibility to build workflows without engineering intervention for every change.
Ensure all platforms in this portfolio are building toward centralized, connected data that flows to Hotel Ops, Guest Experience, and Finance leadership for real-time operational visibility.
Partner with Hotel Operations, Guest Experience, and brand teams to standardize products fleet-wide across Royal Caribbean International, Celebrity Cruises, and Silversea.
Own SeaTime — the time and attendance platform for approximately 40,000 crew users — ensuring accuracy, compliance, and operational adoption at fleet scale.
Own the Crew Manager roadmap for crew assignment: modernizing how crew are placed against operational demand and building the data infrastructure that makes smarter scheduling possible.
Define the Crew Scheduler product: standing it up from concept, sequencing delivery, proving it operationally in a controlled environment, and scaling it fleet-wide.
Treat SeaTime, Crew Manager, and Crew Scheduler as one foundational labor platform with a single prioritized backlog — the same crew, the same operations, the same data, owned by one leader.
Align the labor platform to the larger enterprise Labor program so the foundation built here is reusable and not rebuilt at the enterprise layer.
Partner with Marine/Crew Operations, Hotel Operations, and Finance on labor productivity, cost efficiency, and compliance outcomes — connecting platform decisions to measurable business results.
Own and maintain prioritized product backlogs across both portfolios — Guest & Crew Experience and Labor Management — sequencing delivery based on business value, operational impact, risk, and technical dependencies.
Define and document epics, features, user stories, and acceptance criteria; ensure backlog items across all products are sufficiently refined for delivery planning.
Drive MVP and proof-of-concept definitions to validate product hypotheses and operational outcomes before committing to fleet-wide deployment.
Manage parallel environments during platform migrations and transitions, ensuring no operational disruption to crew workflows during cutover.
Partner with Software Engineering and Platform Engineering to define internal capability requirements and translate operational needs into structured, well-scoped delivery briefs.
Ensure all internally built solutions are designed from the start to integrate with the enterprise data model, security standards, and EA-approved architecture.
Collaborate with engineering teams during sprint planning, backlog refinement, reviews, and retrospectives across multiple concurrent product teams.
Review completed work and accept or reject deliverables based on defined acceptance criteria; measure feature adoption and operational outcomes post-launch.
Drive standardization, automation, and scalable frameworks across all products and brands fleet-wide — ensuring consistency of experience for guests and crew regardless of vessel.
Ensure availability and performance across the fleet, including concurrent Newbuild and Dry Dock deployments, with Crew Ops and Guest Experience platforms designed and confirmed before design milestones lock.
Monitor KPIs, crew adoption rates, guest satisfaction signals, and labor productivity metrics; use data to drive continuous improvement across both portfolios.
Partner with Product Analytics & Insights to establish dashboards that give Hotel Ops, Guest Experience, Marine/Crew Ops, and Finance leadership real-time operational visibility.
Leverage AI and automation to reduce manual operational burden on crew and improve platform reliability fleet-wide.
Serve as the primary technology partner for Hotel Operations, Guest Experience, Marine/Crew Operations, and Finance — representing both portfolios at the senior leadership level.
Facilitate communication and alignment across Product, Engineering, Architecture, Infrastructure, Security, and Operations teams.
Influence stakeholders across brands and coordinate concurrent deployments and roadmap priorities across the fleet.
Manage third-party vendors and integrations supporting guest services, hotel operations, and labor systems — holding them accountable to delivery quality, SLAs, and the internalization roadmap.
Participate in New Construction and Dry Dock program planning — ensuring Guest & Crew Experience and Labor Management platform requirements are captured and EA-reviewed before design decisions are finalized.
Lead a multi-team product organization spanning Miramar and Manila: directly manage Lead-level product managers, and provide functional direction to Manila-based Analysts and Senior Analysts aligned to this vertical.
Set the development standard for the team — coaching on requirements quality, stakeholder management, roadmap discipline, and delivery excellence.
Build the team’s capacity and capability as the vertical grows, including transitioning Manila-based ICs to formal direct reports as the Manila product management function matures.
Actively recruit, develop, and retain product management talent across both locations.