Senior Product Manager, RCC Products

Company: InterContinental Hotels Group
Location: Atlanta
Posted on: November 6, 2024

Job Description:

Hotel: Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346We have 3 Senior Product Manager roles for our RCC [Reservations and Customer Care] organization. These roles will stand-up new and elevated product capabilities for: Reservations & Sales Experience space, Loyalty & Customer Care Experience space or Agent Experience space.Responsible for leading the strategy to deliver quality products and experiences across the customer care & contact center experience or Reservations & Sales Experience or Agent Experience. This role coordinates among business stakeholders, developers, technical engineers, data analysts, and other functional SMEs to create a comprehensive and holistic roadmap that addresses both short and long-term needs. They guide in-depth business reviews, communicate and present across all levels of the organization and support cross-functional product teams. The Senior Product Manager will prioritize and activate their roadmap, managing the end-to-end product lifecycle from ideation to launch to adoption to optimization in an agile way, pivoting as needed in response to stakeholder and customer needs. The Senior Product Manager is skilled and experienced in generating innovative ideas for growth within their respective areas and must exhibit the ability to lead Product Managers that are responsible for higher-profile, more impactful products.Key Accountabilities

• Lead development and implementation of product strategy: future state based on deep understanding of how the business works, incorporating customer insights, markets, competition, and distribution capabilities as well as the potential "game changing" new functionality and capabilities IHG will require to compete. This should manifest itself in a roadmap of initiatives including small enhancements and content refreshments to existing products as well as new product needs.
• Identify product opportunities far in advance of obsolescence, drive strategic planning, and articulate topline business requirements.
• Apply domain expertise to provide thought leadership and translate vision into action to drive business growth.
• Drive product development by reviewing performance and directing work efforts of product teams to ensure products are aligned with company, stakeholder and end-user priorities.
• Source data and craft test plans to ensure data-driven decisioning; use insights to inform priority of work.
• Proactively seek input from stakeholders to align the roadmap against business and customer needs.
• Forecast ROI, regularly report on product performance post-launch, drive product adoption, and lead the vision for the optimization plan.
• Measure product performance and lead performance improvement initiatives. Identify and understand the performance drivers and set up ongoing diagnostics and monitoring capabilities once implemented.
• Provide guidance on design of products while balancing dependencies and integration with other products across the enterprise.
• Manage product lifecycles: continually evaluate product performance and key customer insights and ensure new product needs are identified far enough in advance to address needs before product obsolescence.
• Communicate product information: including product roadmap, specifications, value proposition, sales tools training tools and competitive information to stakeholders. Provide status updates to PMO for regular reporting cycles.
• Make suggestions to drive operational excellence, create internal customer satisfaction and meet operational metrics.
• Provide regular updates to leaders and partners, sometimes catering the message depending on audience.
• Provide leadership, mentoring and coaching to Product Managers.
• Attract, retain and develop top talent to build a world-class Product Management Team.
• Conduct annual and mid-year reviews, reviewing individual development plans and providing performance feedback.What We Need From You:Key Skills & ExperiencesRequired QualificationsBachelor's or Master's Degree in any Business, Engineering Hospitality or related fields or an equivalent combination of education and work-related experience.Experience6-8 years of progressive work-related experience as a product manager in a modern software development company.Skills & Technical Experience
  • Critical thinking/analytical skills used in the development of product strategies and roadmaps.
  • Experience in bringing products/programs to life from ideation to implementation.
  • Ability to influence key stakeholders and tell a product story using data as well as anticipating and balancing their needs.
  • Ability to package and present delivery items in a clear and succinct way.
  • Demonstrated proactive problem-solving ability and demonstrated creative thinking skills plus strong tactics and strategies to adjust to fast-moving, rapidly evolving marketplace required.
  • Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, senior management and staff. Demonstrated ability to present new concepts, research findings, and business outcomes to various groups including corporate clients, senior management, potential vendors, and industry consultants.
  • Demonstrated product management experience with modern, established product management processes in organizing, planning and executing projects from conception through implementation. Demonstrated attention to detail and ability to manage multiple tasks/clients required.
  • Experience in formal requirements methodologies such as vision, scope, context, use cases, etc.
  • Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
  • Develops Talent: Developing people to meet both their career goals and the organization's goals, especially with hybrid or remote teams.
  • Has high EQ, which translates to self-awareness, ability to manage themselves, socially aware or attuned and are able to manage relationships.
  • Can self-regulate along the lines of mental, physical and emotional well-being while being remotely managed.
  • Demonstrated proficiency with MS Office products (Word, Excel, PowerPoint).Preferred
    • Demonstrated hotel industry and contact center knowledge reflecting the entire customer experience journey (reservations - stay - loyalty - on-property, and ongoing relationship management).
    • Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
    • Manages Complexity: Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
    • Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.If Remote: Candidate must reside within the United States.If Atlanta based, hybrid schedule: 3 days a week in office.What We Offer:We'll reward all your hard work with a great salary and benefits - including great room discount and superb training.Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.The salary range for this role is $58,834.00 to $130,000.00. This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future.This job is also eligible for bonus pay.At IHG, we believe in taking care of our employees. That's why we offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and any other benefits to eligible employees. We want you to feel secure and cared for, so you can focus on bringing True Hospitality to the world.You can apply for this role through the link below (or through an internal career site if you are a current employee).Note: No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.#LI-YM1Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
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Keywords: InterContinental Hotels Group, Redan , Senior Product Manager, RCC Products, Executive , Atlanta, Georgia