Digital Product Manager, Digital Guest Services

Choice Hotels International, Inc.; Scottsdale (AZ); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Vacation & leave

Retirement benefits

Employee recognition

Hotel discounts

Job summary

Choice Hotels International, Inc. is seeking a Digital Product Manager, Digital Guest Services to lead app-based product initiatives within the Digital Commerce Product Team.

You will define and launch guest-facing capabilities like mobile check-in/check-out, mobile key, and mobile ordering across iOS and Android, collaborating with UX, design, and engineering teams. You will partner with teams to plan guest-facing planning, shopping, booking, pre-arrival, in-stay, and post-stay features,

Qualifications

• Bachelor's degree or equivalent experience required.
• At least 3 years' experience as a product manager, product owner, or similar in an e-commerce organization.
• Experience building app-based guest service or e-commerce features in travel, transportation, or hospitality.

Responsibilities

• Manage a portfolio of app-based products delivering against enterprise objectives.
• Drive product development within an agile software process with daily stand-ups and sprints.
• Translate strategies into product concepts, user stories, and backlogs for mobile products.
• Collaborate with UX designers to create guest-focused experiences that meet business goals and drive results.
• Shape long-term strategy and roadmap for guest-facing apps, informed by travel industry insights.
• Conduct competitive analyses and monitor industry trends.
• Measure KPI performance and maintain mobile scorecards for leadership.
• Work with finance on business cases and go-to-market plans with franchisees.

Skills

Product management

Agile/Scrum

Mobile apps

E-commerce features

Technical fluency

Microsoft Office

Travel required

Education

Bachelor's degree

Tools

Rally

Jira

Confluence

Job description

This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office

Digital Product Manager, Digital Guest Services

Who are we looking for? Choice Hotels, one of the world's largest lodging franchisors, has an exciting new opportunity as our Digital Product Manager, Digital Guest Services on our Digital Commerce Product Team. The Digital Commerce Product Team is the team that builds the mobile app, mobile web, and desktop experiences our Guests use to plan, book, and manage their trips — before they arrive, while they're on property, and after they check out. As a key member of our Digital Commerce Product Team, you will define and launch guest-facing capabilities — like mobile check-in/check-out, mobile key, and mobile ordering — that will evolve our guest-facing experiences by simplifying and enhancing the travel experience for our Guests pre-arrival, on-property, and after departure. As a Digital Product Manager, Digital Guest Services, you will take the lead in defining and launching an expanding set of guest-facing iOS and Android capabilities.

You will partner closely with UX research, design, engineering, and other teams across the company to plan and deliver a set of guest-facing planning, shopping, booking, pre-arrival, in-stay, and post-stay features that streamline the travel experience. These include capabilities such as mobile check-in/check-out, mobile key, mobile ordering, connected room and entertainment technologies, and more. Your ability to effectively collaborate, generate an understanding and empathy with guests, and fluency with consumer mobile apps will unlock new capabilities that both delight our guests and grow our business.

Your Responsibilities

• Manage a portfolio of app-based products, ensuring each one delivers against Choice Hotels' enterprise-wide strategic objectives.
• Drive product development within an agile software development process, representing the business and the voice of the customer in daily stand-ups, sprint planning sessions, sprint reviews, and retrospectives.
• Translate product strategies and corporate objectives into product concepts, user stories, and prioritized product backlogs for our suite of mobile products.
• Partner with user experience (UX) designers and leverage our usability and testing resources to build experiences that meet guest needs, support our business goals, and deliver measurable results.
• Help shape the long-term strategy and roadmap for Choice Hotels' guest-facing apps, drawing insights and inspiration from the travel industry and other industries that use mobile and web technology to reduce friction for customers.
• Conduct regular competitive and industry analysis, including assessments of competitor apps and websites and emerging consumer trends.
• Measure performance against key performance indicators (KPIs) and targets, and build and maintain mobile scorecards and data visualizations for senior leadership.
• Share findings and recommendations with internal stakeholders, championing the current and future needs of our guests across every department.
• Work with our finance team on business cases and financial modeling, and partner with our hotel brand teams and other groups to develop go-to-market plans that bring new capabilities to our franchisees.

Your Experience, Skills & Competencies

• Bachelor's degree in related field required or equivalent experience
• At least 3 years' experience as a product manager, product owner, business analyst, or similar role within an e-commerce organization
• Demonstrated experience building app-based guest service or e-commerce features, ideally in the travel, transportation, or hospitality sector
• Experience building pre-stay and in-stay capabilities such as mobile check-in/check-out, mobile key, and mobile ordering preferred
• Solid understanding of how to evaluate and measure the success of digital products
• Strong technical fluency and a solid understanding of web technologies, with the ability to collaborate closely with engineering teams and “walk the talk”
• Proficient in Microsoft Outlook, Excel, PowerPoint and Word
• Proficient in Agile/Scrum methodologies and associated tools (Rally, Jira, Confluence)
• Able to manage multiple high-priority efforts while maintaining a sense of urgency
• Able to make decisions in the face of ambiguity, knowing when to analyze further and instinctively balancing speed with the need to support decisions with data
• High degree of business and technical acumen and curiosity
• Ability to travel up to 25% of the time to test new capabilities on-property
• Demonstrates key competencies to include customer focus, decision quality, and collaboration

Your Team

This is an individual contributor role that will report to the Sr. Director, Product Management. You will be part of a dedicated agile team alongside peer product managers, UX researchers, designers, and engineers, and collaborate with cross functional departments on a regular basis.

This role is not eligible for sponsorship

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too. At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.

Our corporate office locations: North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail. Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail. Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown. Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.

Choice’s Cultural Values Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice’s Leadership Principles Act with Intention | Lead with Authenticity | Grow & Deliver CONNECT THE WORLD THROUGH THE POWER OF HOSPITALITY

We bring together the people, brand and technology that enable the success of others – welcoming every guest, every partner, everywhere their journey takes them.

Visit http://careers.choicehotels.com to learn more.