User Experience Manager

AARP • Washington, DC

1d • Hybrid

About The Position

The User Experience Manager is responsible for the end-to-end digital travel experience, overseeing the customer journey across content and booking platforms. This role leads digital experience strategy, product management, and optimization efforts across Adobe Experience Manager (AEM) and related digital products to deliver seamless customer experiences that drive engagement, bookings, revenue, and satisfaction. Working closely with internal stakeholders and external platform partners, the Director leverages customer insights, analytics, and business objectives to prioritize enhancements and continuously improve the travel and booking experience.

Requirements

• Bachelor's degree in Technology, Business, Human-Centered Design, Computer Science, Engineering, Information Systems, or a related field.
• 8+ years of progressive leadership experience in digital product management, digital experience platforms, UX, engineering, or technology delivery.
• Experience leading digital optimization initiatives, including customer journey analysis, funnel optimization, experimentation, personalization, and data-driven decision making.
• Experience managing Adobe Experience Manager (AEM) or comparable enterprise digital experience platforms.
• Experience overseeing external agencies, contractors, system integrators, and managed service providers.
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Exhibit respect and understanding of others to maintain professional relationships.
• Independent judgement in evaluation options to make sound decisions.

Nice To Haves

• Experience with digital analytics, experimentation, personalization, and customer journey optimization.
• Knowledge of accessibility standards, SEO best practices, content governance, and digital compliance requirements.
• Experience in commercial environments, with travel experience a plus.

Responsibilities

• Owns the strategy, roadmap, and lifecycle management of assigned technical products and capabilities, ensuring alignment with portfolio priorities, member needs, and business objectives.
• Leads technical product discovery activities, leveraging member insights, data, stakeholder feedback, and market trends to identify opportunities for technical product enhancement and innovation.
• Partners with business stakeholders and cross-functional teams to define product goals, requirements, and success measures by effectively communicating technical product priorities, tradeoffs, progress, and outcomes.
• Prioritizes technical product enhancements and backlog items by balancing member value, business impact, technical feasibility, risk, and delivery considerations.
• Defines and maintains technical product requirements, user stories, acceptance criteria, and supporting documentation that enable effective delivery and execution.
• Monitors technical product performance and adoption metrics, identifying opportunities to improve technical product effectiveness, member experience, and business value.
• Leverages modern technical product management tools, analytics, and AI-enabled capabilities to improve product discovery, decision-making, productivity, and delivery outcomes.

Benefits

• 401(k)
• 100% company-funded pension plan
• health, dental, and vision plans
• life insurance
• paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave
• performance-based and peer-based recognition
• tuition reimbursement

What This Job Offers

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