Global Lead Product Manager - Contact Center Tech

Royal Caribbean Group

Weybridge

On-site

GBP 90,000 - 130,000

Full time

14 days+

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Job summary

Royal Caribbean Group is seeking a Lead Product Manager for its Global Contact Centre IT team. You will own roadmaps, drive governance, manage demand and deliver outcomes aligned to business value across Contact Centre technology.

In this role you will partner with stakeholders, drive financial oversight and maintain performance dashboards, while guiding Product Analysts and coordinating with enterprise technology teams in a complex global environment.

Qualifications

Significant experience in Product Management, Product Ownership, Business Analysis, Technology Governance or Strategy roles.
Hands on involvement of Contact Centre technology strategy, governance, portfolio management.
Experience working within complex global organisations and influencing senior technology and business stakeholders.
Experience owning and maintaining product or capability roadmaps, prioritised backlogs and measurable product outcomes within a broader technology portfolio.
Expertise in developing business cases and technology funding proposals.
Experience facilitating workshops and gathering requirements from senior stakeholders.
Strong analytical, problem-solving, financial analysis and reporting capabilities.
Experience working in a complex global organisation and creating executive-level reports, dashboards and presentations.
Advanced Excel and PowerPoint skills.
Ability to travel domestically and internationally on occasions when needed.
Relevant certification in Business Analysis, Product Management, Portfolio Management, Agile, Project Management or IT Service Management.
Contact Centre Technology experience and knowledge of Genesys Cloud or a similar platform.
Experience supporting AI, automation, CRM, omnichannel engagement or digital transformation programmes.
Knowledge of PCI compliance, data privacy and governance controls.
Experience supporting CARs and familiarity with Agile delivery methods and tools such as Jira or Azure DevOps

Responsibilities

Own and maintain product plans, roadmaps and prioritised backlogs for assigned Contact Centre Technology products, within governance and financial guardrails.
Partner with business stakeholders and tech teams to identify future requirements and opportunities.
Translate priorities into product recommendations with risk, assumption and cross-product awareness.
Lead lifecycle activities from intake through funding, governance, adoption and renewal decisions.
Support multi-year planning and monitor trends across Contact Centre, AI and customer experience tech.
Produce portfolio health reporting, dashboards and governance documentation.
Identify opportunities to improve portfolio visibility, governance and resource planning.
Manage day-to-day GET Intake process for Contact Centre Technology.
Review requests for completeness and strategic alignment; capture success criteria.
Facilitate intake workshops and stakeholder reviews; track submitted, approved, deferred, rejected initiatives.
Support prioritisation and sequencing and coordinate with Architecture, Privacy, Security, Procurement and Finance.
Define and validate business and product requirements; delegate analysis where appropriate.
Facilitate workshops to define scope, objectives and success measures.
Prepare Capital Appropriation Requests, business cases and investment proposals.
Develop cost estimates, benefit assessments and ROI analyses.
Track approved investment against budget and forecast.
Support governance reviews and approvals, ensuring compliance with standards and controls.
Own RAID logs, decision registers and governance docs for assigned products.
Provide updates on portfolio performance and roadmap progress to executives and stakeholders.
Help stakeholders understand priorities, trade-offs and decision points.
Operate entry/exit criteria across Strategy, Governance, and Production Applications.
Provide day-to-day leadership to Product Analysts.