Vice President, Digital, Customer and Commercial Platforms

The Ritz-Carlton Yacht Collection•Fort Lauderdale, FL

26d

About The Position

The Vice President, Digital, Customer and Commercial Platforms leads the execution of the company’s digital transformation across customer-facing platforms and services. The role translates product strategy and business priorities into technology delivery plans, platform roadmaps, and engineering execution, while modernizing digital capabilities to support a seamless, scalable, premium customer experience. The position oversees engineering, enhancement, and operational performance for digital platforms, CRM technologies, and reservation and booking platforms. It ensures these systems are reliable, scalable, secure, integrated, and aligned with enterprise architecture. The role partners with Product, Revenue Management, Enterprise Platforms & Integration, Data & Analytics, Infrastructure, Managed Services, Security, QA, and Shipboard Technology teams. The shipboard technology estate is owned by a separate function; this role partners with that function to ensure continuity across shoreside and shipboard environments. The Vice President establishes engineering and platform practices, leads senior technology leaders and delivery teams, oversees vendors and system integrators, and owns performance and service reliability across customer-facing systems. Success is measured through transformation delivery, platform stability and integration, delivery speed and reliability, engineering leadership, customer experience, operational resilience, and business outcomes such as customer engagement, conversion, and operational efficiency.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
12 or more years of progressive experience in technology leadership, with significant experience in digital platforms, customer technologies, and large-scale transformation.
At least 5 years in a senior technology leadership role responsible for complex delivery teams and business-critical platforms.
Proven success leading engineering and platform delivery teams across multiple integrated technology domains.
Demonstrated experience leading digital transformation initiatives and large-scale technology programs.
Experience managing integrated technology environments involving digital, CRM, and transactional or booking-related platforms.
Strong understanding of system integration, platform modernization, and operational excellence.
Demonstrated experience leading cross-functional teams, managing partners and vendors, and operating at executive level.

Nice To Haves

Master’s degree.
Experience in hospitality, travel, cruise, luxury services, or similarly customer-intensive industries.
Familiarity with high-availability, service-critical environments.
Experience working across globally distributed or hybrid delivery models.
Exposure to customer data, personalization, and AI-enabled platform evolution.

Responsibilities

Lead execution of digital transformation initiatives across customer-facing platforms and services.
Modernize digital capabilities to support a seamless, scalable, premium customer experience.
Translate product strategy and business priorities into technology delivery plans, platform roadmaps, and engineering execution.
Ensure customer-facing technology platforms support growth, agility, and continuous innovation.
Oversee engineering, enhancement, and operational performance of digital platforms, CRM platforms, customer technologies, and reservation and booking platforms.
Ensure digital, CRM, and reservation platforms are reliable, scalable, secure, and integrated end to end.
Drive simplification and rationalization of fragmented customer technologies where needed.
Orchestrate integration across digital, CRM, and reservation platforms to support a connected customer journey.
Partner with Enterprise Platforms & Integration, Data & Analytics, Product, and other technology leaders to deliver cohesive ecosystem capabilities.
Eliminate gaps between front-end experiences and backend transaction, customer, and operational systems.
Align platforms with enterprise integration patterns, APIs, and event-driven architectures in partnership with Enterprise Platforms & Integration.
Build and lead high-performing engineering and platform teams across multiple customer technology domains.
Establish modern engineering practices, including API-first design, platform scalability, DevOps, CI/CD, and operational readiness.
Promote technical architecture, design discipline, code quality, release management, and system observability.
Ensure solutions are reliable, performant, and maintainable over time.
Drive adoption of platform engineering principles and reusable services to enable scalability and faster delivery.
Own performance, availability, and stability across customer-facing systems.
Partner with Infrastructure, Managed Services, Security, and QA to ensure service quality and operational resilience.
Define and track KPIs and SLAs for uptime, performance, defects, release stability, and customer impact.
Ensure customer platforms work effectively across shoreside and shipboard environments, including connectivity, performance, and synchronization constraints; partner with the separate shipboard technology function to maintain continuity.
Oversee strategic delivery partners, system integrators, and platform vendors supporting digital, CRM, and reservation technologies.
Govern delivery, quality, velocity, and cost; drive vendor accountability and alignment with architectural, operational, and business expectations.
Lead and develop senior leaders responsible for Digital Technologies, CRM Technologies, and Reservation Systems.
Foster a platform-oriented, engineering-led, customer-centric culture focused on accountability and business impact.
Build an operating model that supports collaboration with Product, Data, Enterprise Platforms, Infrastructure, and Shipboard Technology teams.