Lead, Product Management

Royal Caribbean Group; Weybridge; Presencial; GBP 90.000 - 130.000; Jornada completa

Descripción de la vacante

Royal Caribbean Group in Weybridge, UK, seeks a Lead Product Manager to oversee Contact Centre Technology products across their lifecycle, aligning strategy, governance, and investment planning with business value. This role requires close collaboration with GET and business stakeholders to translate demand into clear outcomes.

You will manage roadmaps, backlogs, and financial oversight, delivering performance visibility and governance documentation while guiding Product Analysts in a

Formación

• Significant experience in Product Management, Ownership, Analysis or Strategy roles.
• Experience owning roadmaps, backlogs and measurable outcomes within a technology portfolio.
• Strong analytical, financial analysis and reporting capabilities.
• Experience influencing senior stakeholders in a complex global organisation.
• Advanced Excel and PowerPoint skills.

Responsabilidades

• Own and maintain product plans, roadmaps and backlogs for Contact Centre Technology products within governance and financial guardrails.
• Lead product-management activities across the lifecycle from intake to retirement.
• Produce portfolio health reporting, executive dashboards and governance documents.
• Identify opportunities to improve portfolio visibility, governance, prioritisation and resource planning.

Conocimientos

Product management

Portfolio governance

Stakeholder management

Roadmaps & backlogs

Financial analysis

Executive reporting

Excel

PowerPoint

Travel readiness

Herramientas

Jira

Azure DevOps

Descripción del empleo

Position Summary

The Lead Product Manager supports Contact Centre Technology products across their full lifecycle, ensuring product needs, priorities, governance, investment planning and delivery outcomes are managed in an integrated and product-aligned way.
Working closely with the Senior Manager, Product Leads and business stakeholders, the role supports product planning, demand management, business case development, financial oversight and performance visibility across Contact Centre Technology.

The role is a key liaison between business stakeholders, Product Leads, project teams and Global Enterprise Technology (GET), ensuring business demand is captured, assessed, prioritised and translated into clear product outcomes. The successful candidate provides strategic analysis, governance leadership and portfolio oversight while helping reduce reliance on broad roadmap dependencies by strengthening product ownership, clarity of scope, decision-making and alignment to business value.

Essential Duties and Responsibilities:

• Own and maintain product plans, roadmaps and prioritised backlogs for assigned Contact Centre Technology products or capability domains, within the strategy, portfolio priorities, governance framework and financial guardrails established by the Senior Manager
• Knowledge of Genesys Cloud or an equivalent contact centre platform
• Partner with business stakeholders, other Product Leads and technology teams to identify future requirements, product opportunities and cross-domain impacts
• Analyse business priorities and translate them into product recommendations, maintaining visibility of risks, assumptions, constraints and cross-product impacts and escalating decisions that affect the overall portfolio roadmap
• Lead product-management activity for assigned products across the lifecycle, from intake and requirements through funding, governance, delivery readiness, adoption, benefits tracking, optimisation, renewal, replacement and retirement recommendations
• Support annual and multi-year planning and monitor trends across Contact Centre, AI, automation and customer experience technologies
• Support management of the Contact Centre Technology investment portfolio, tracking initiative progress, dependencies, risks and benefits realisation
• Produce portfolio health reporting, executive dashboards and governance documentation
• Identify opportunities to improve portfolio visibility, governance, prioritisation and resource planning processes
• Manage the day-to-day operation of the GET Intake process for Contact Centre Technology
• Review incoming requests for completeness, business justification and strategic alignment, ensuring requirements, success criteria and expected outcomes are captured
• Facilitate intake workshops and stakeholder reviews; maintain visibility of submitted, approved, deferred and rejected initiatives; and elevate requests requiring portfolio-level decisions
• Support prioritisation and sequencing and coordinate intake activities with Architecture, Privacy, Security, Procurement and Finance
• Lead the definition and validation of business and product requirements for assigned products, delegating detailed analysis and documentation to shared Product Analysts where appropriate
• Facilitate workshops to define scope, objectives and success measures and identify associated impacts, risks and dependencies
• Support the preparation of Capital Appropriation Requests (CARs), business cases and investment proposals
• Develop cost estimates, benefit assessments and return-on-investment analysis
• Track approved investment against budget and support forecasting, annual planning, financial reporting and benefits realisation
• Support governance reviews and approval processes, ensuring initiatives comply with applicable standards and controls
• Own and maintain RAID logs, decision registers and governance documentation for assigned products, supporting audit and compliance activity
• Provide updates on portfolio performance, roadmap progress and investment decisions and support executive communications and presentations
• Help stakeholders understand product priorities, trade-offs, cross-product impacts and decision points
• Operate agreed entry, exit and hand-off criteria across Strategy and Governance, Technical, Programme Management and Production Applications
• Provide day-to-day functional leadership to Product Analysts

Required Knowledge and Skills:

• 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 prioritise effectively, manage competing demands and work in a fast-paced global environment
• Ability to travel domestically and internationally on occasions when needed

Desirable:

• 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