Senior Manager, Product & Program Management

Benefits

Additional Information

Position Summary Reporting to their assigned leader within the Resort Operations & Experience leadership team, the Senior Manager, Product & Program Management (the Manager"), is responsible for aligning Resort Operations systems and technologies with MVW's strategic business priorities. This role serves as a key liaison between resort operations leaders, cross-functional product teams, and Global Technology (GT) stakeholders, including the Resort Technology Solution Lead, GT Technical Product Owners, and the GT Project Delivery team. The Manager leads efforts to identify operational opportunities, translate business needs into actionable requirements, and guide the successful delivery and adoption of technology solutions that enhance performance and elevate the guest experience. In agile product pod teams or similar structure, the Associate Director serves as a Scrum Product Owner, representing the voice of Resort Operations and providing clarity and prioritization for development teams. The Senior Manager may also provide leadership and oversight to Manager-level team members, ensuring alignment with strategic priorities and consistency in execution across initiatives. As part of the Resort Operations Product & Program Management organization within ROCT, this role plays a critical part in executing the business vision across MVW's global resort portfolio. The Manager oversees a broad suite of operational technologies, including Property Management Systems (PMS), Central Reservation Systems (CRS), Point of Sale (POS), Guest Room Entertainment (GRE), Customer Relationship Management (CRM), and staff communication platforms. Additionally, the Manager leads the implementation and optimization of systems supporting mobile check-in, housekeeping and maintenance management, spa and activity scheduling, mobile food and beverage ordering, EV charging, energy and building management, digital signage, Wi-Fi infrastructure, and safety and security technologies and any technology supporting Resort Operations. Through strategic coordination and stakeholder engagement, this role ensures operational alignment and contributes to delivering seamless, guest-centric experiences through innovative technology solutions.". Expected Contributions Agile Product Ownership & Delivery Serve as the Scrum Product Owner within agile product pod teams or similar structure, representing Resort Operations by defining features, writing user stories, prioritizing the backlog, and providing operational insights to guide development. Coordinate product development activities, ensuring progress against key milestones and maintaining a high rate of on-time delivery. Contribute to user acceptance testing (UAT), training initiatives, and change management efforts to support successful system adoption. Ensure business needs are clearly defined and translated into actionable items for Global Technology (GT) delivery teams. Cross-Functional Collaboration Facilitate cross-functional collaboration with GT teams, including Technical Product Owners and Project Delivery, to ensure strategic alignment and successful execution of initiatives. Collaborate with MVW, MI, vendor corporate business teams, and Site Operations as needed to ensure seamless execution of initiatives. Foster and manage relationships with corporate business leaders and global GT partners. Work closely with GT and Digital teams to ensure Resort Operations priorities are fully understood and enhancements meet front-line needs without disrupting daily operations. System Adoption & Continuous Improvement Contribute to user acceptance testing, training initiatives, and change management efforts to drive successful system adoption. Monitor system performance and proactively gather user feedback to identify and champion continuous improvement opportunities. Drive the successful implementation, adoption, and ongoing enhancement of tools that improve operational efficiency. Drive measurable improvements in associate workflows, system usability, and guest service delivery. Advocate for and lead initiatives that streamline workflows and reduce friction in field technology environments, with documented process improvements. Training, Communication & Change Management Support the assessment of training and change management needs, and take ownership of designing and executing comprehensive training, communication, and change management plans for all products and programs. Develop and maintain training materials and job aids to support system readiness and adoption. Create and manage centralized online resource hubs for easy access to current documentation and self-service tools. Create and execute communication plans that clearly articulate system changes, timelines, and stakeholder impacts, in alignment with MVW brand standards. Partner with ROCT and field leaders to lead change management efforts and drive engagement and adoption. Collaborate with the End User and Rooms