Senior Manager, Hotel Experience & Engagement

The Hotel Product Experience & Engagement organization is responsible for how we bring products and technology to our hotel colleagues. The organization owns communications, training and other engagement channels to enable our hotel colleagues to understand how to best use the technology that they use every day. Our focus is ensuring our hotels are ready and prepared for changes to the products they use which may include  new product launches, product enhancements and product retirements. The Hotel Experience & Engagement Sr Manager role partners with Product, Product Marketing & Adoption and Support to design and influence our engagement approach to 6,500+ hotels. 

Your Day to Day 

• Owns the Hotel Product Experience & Engagement Strategy and Plan for specific products, defining enablement approach and channel strategy. 
• Partners with Product Marketing and Adoption to define communications plan for hotel colleague enablement for product launch, product enhancements and product retirements. 
• Owns all hotel engagement points regarding a product launch. 
• Defines engagement measurement strategy to create a metric based approach to inform modifications to the enablement approach. 
• Owns hotel colleague training strategy and often designs training to support on the job education. 
• Partners with the support organization to reduce ticket volume regarding user knowledge for a particular product. 
• May own in-app messaging dependent on product. 
• Leverages AI to increase effectiveness of work, creating efficiencies and productivity. 
• Foster a culture of partnership, transparency, and accountability while operating in a new and evolving organizational model.
• Partners with Product, Product Marketing & Adoption to understand product roadmap and define Enablement Strategy and Plan.
• Leverages insight from Business Partnerships & Deployment,  Support, Operational and Product partners to influence enablement approach. 

Owns:

• Enterprise product experience strategy and plan for product launches. 
• Product enablement and engagement strategy, plan and delivery. 
• Pilot and General Availability launch communications and training approach. 
• Product enablement and engagement measurement and modification to approach.

Influences:

• Product roadmap timing, relevant to pilot and launch communications and training approach. 
• Deployment strategies aligned to launch plans.

Approves:

• All hotel facing assets relevant to product. 

• Authority to delay or escalate launches or launch plans that do not meet hotel readiness standards.

   

What We Need from You

• Proven experience in product management, project management, product launch, change management or enablement within a digital or technology-driven environment. 
• Experience driving change or adoption at scale. 
• Demonstrated success influencing leaders and navigating a matrixed organization. 
• Strong stakeholder management skills, including comfort navigating ambiguity, resistance and competing priorities. 
• Ability to balance strategic thinking with hands-on execution.
• Data informed decision maker with experience defining success metrics and using insights to drive action.

Understanding of the product development lifecycle is a plus. Bachelor’s degree required with 6+ years of relevant experience.
 

Travel - 10%

Location - Our hybrid work structure is an expectation of three (3) days a week in the Atlanta office.  This expectation may be adjusted to evolve with the changing needs of the business.