Strategic Product Lead for Contact Center Tech

Royal Caribbean Group; Weybridge; On-site; GBP 90,000 - 120,000; Full time

Job summary

Royal Caribbean Group is seeking a Lead Product Manager to oversee Contact Centre Technology products across their lifecycle, aligning governance, investment planning and delivery with business value. You will collaborate with the Senior Manager, Product Leads and stakeholders to translate demand into clear outcomes.

This role requires strategic analysis, portfolio oversight and the ability to drive prioritisation across a global technology portfolio, with a focus on Genesys Cloud familiarity

Qualifications

• Significant experience in Product Management, Product Ownership, or Strategy roles.
• Experience with contact centre technology and governance.
• Experience influencing senior stakeholders in a global organisation.
• Proven ability to own roadmaps and measurable product outcomes.
• Expertise in business cases and technology funding proposals.
• Strong workshop facilitation and requirements gathering skills.
• Advanced Excel and PowerPoint skills.
• Ability to travel domestically and internationally.

Responsibilities

• Own and maintain product plans, roadmaps and prioritised backlogs for assigned Contact Centre Technology products or capability domains.
• Partner with business stakeholders, other Product Leads and technology teams to identify future requirements and cross-domain impacts.
• Analyse priorities and translate them into product recommendations with visibility on risks and dependencies.
• Lead product-management activity across the lifecycle from intake to retirement recommendations.
• Support annual and multi-year planning and monitor trends across Contact Centre, AI, automation and CX technologies.
• Produce portfolio health reporting, executive dashboards and governance documentation.
• Manage the GET Intake process for Contact Centre Technology and review requests for completeness and alignment.
• Facilitate intake workshops and track initiative status and governance.
• Coordinate with Architecture, Privacy, Security, Procurement and Finance on priorities.
• Develop cost estimates, ROI analyses and investment proposals and track budget vs forecast.
• Provide updates to leadership and support executive communications and presentations.
• Lead day-to-day functional guidance to Product Analysts.

Skills

Product Management

Product Ownership

Business Analysis

Technology Governance

Portfolio Management

Financial Analysis

Excel

PowerPoint

Stakeholder Management

Executive Reporting

Jira

Azure DevOps

Genesys Cloud

Tools

Jira

Azure DevOps

Genesys Cloud

Job description

Royal Caribbean Group is seeking a Lead Product Manager to oversee Contact Centre Technology products across their lifecycle, aligning governance, investment planning and delivery with business value. You will collaborate with the Senior Manager, Product Leads and stakeholders to translate demand into clear outcomes.

This role requires strategic analysis, portfolio oversight and the ability to drive prioritisation across a global technology portfolio, with a focus on Genesys Cloud familiarity