Senior Manager, Product

Royal Caribbean Cruises Ltd•Miami, FL

10d•Onsite

About The Position

The Royal Caribbean Group’s Global E-Commerce Team has an exciting career opportunity for a full time Senior Manager, Product reporting to the Senior Director, Digital Product. The position is onsite and based in Miramar, Florida. This role owns the bridge between every existing digital capability across the enterprise and the conversational platform that guests interact with. Three brands, hundreds of touchpoints, the entire journey from dreaming to disembarking. All of it needs to work through conversation and agentic action. The capabilities already exist. Your job is to catalog them, prioritize them, define how they integrate with the platform, and build the standards that let partner teams connect without a bottleneck. But integration is only half the job — you also shape how these capabilities feel to guests: the conversational UX, the multi-modal interface, the moments where a well-designed interaction turns a transaction into a relationship. The right person for this role thinks in systems, not features. You see a capability map where others see a product roadmap. You measure success not by what shipped last sprint, but by how much of the enterprise the product can actually reach.

Requirements

Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or Master's degree is a plus; or equivalent experience.
7+ years of product management experience, with at least 3 years in platform, integration, or API product roles
Proven experience driving adoption of platform capabilities across a large enterprise with multiple business units
Track record of influencing without direct authority across complex organizational structures
Strong technical fluency: comfortable with APIs, event-driven architectures, data contracts, and integration patterns (you don't need to write code, but you need to speak the language)
Experience managing a capability or integration roadmap with quantitative coverage metrics
Demonstrated ability to translate business requirements into technical integration specifications
Familiarity with agile methodologies, Jira/Confluence, and cross-functional program delivery
Strong UX sensibility: you don't need to push pixels, but you need to recognize when an interaction feels wrong and articulate why - comfort with conversation design, multi-modal interfaces, or consumer product craft is valued
Strong communication and presentation skills; comfortable presenting to senior leadership
Comfortable navigating enterprise organizational complexity, where integration priorities shift as teams evolve their APIs, release new services, and renegotiate ownership boundaries

Nice To Haves

Experience in travel, hospitality, or large-scale consumer digital platforms preferred
Familiarity with AI/ML technologies, conversational interfaces, or agentic AI systems is a plus

Responsibilities

Catalog and continuously update a comprehensive inventory of all existing digital capabilities across Royal Caribbean Group brands, organized by guest journey phase and surface
Prioritize capability adoption based on guest impact, call volume deflection potential, revenue influence, and technical readiness
Own the near-term product roadmap, driving steady expansion of what the platform can do through integration with existing enterprise services
Define and maintain integration standards, API contracts, and data requirements so that enterprise partner teams can connect their capabilities to the platform with minimal friction
Partner directly with product teams across Contact Center, eCommerce, Digital (App), Onboard, Loyalty, Shore Excursions, Dining, Entertainment, and Revenue Management to scope and execute integrations
Lead capability adoption working sessions with enterprise stakeholders, translating the platform's technical requirements into language each partner team can act on
Own current platform workstreams, including conversational AI features, intelligent search, and production releases
Drive active participation in cross-functional working groups spanning business value, technology, and design for near-term priorities
Build and maintain a capability coverage dashboard tracking: percentage of digital capabilities available through the platform, guest adoption rates per capability, and task completion rates
Collaborate with the engineering team so platform architecture supports scalable capability onboarding
Own the conversational experience quality for adopted capabilities - how they surface through chat, when to use structured UI (cards, carousels, forms) vs. conversational responses, and the interaction patterns that make multi-modal feel coherent rather than bolted together
Own the guest's first interaction with the platform - onboarding flows, personalization discovery, and the experience ramp that moves guests from first contact to confident usage
Partner with design to define conversation patterns, error recovery flows, and the experiential standards that ensure every integrated capability feels native to the platform rather than an API call with a chat wrapper
Identify and escalate dependencies on shared enterprise services that the platform consumes but does not own, working with leadership to secure co-investment commitments
Contribute to the enterprise capital investment case with clear near-term scope, cost estimates, and projected value
Ensure all capability integrations meet security, compliance, and data governance standards
Track and report on key metrics: capability coverage percentage, guest adoption per capability, task completion rates, contact center deflection impact, and integration cycle time
Support the Director in executive communications by providing clear, data-grounded updates on capability adoption progress