Product Manager, Digital Guest Experience

Aquent

Kissimmee (FL)

On-site

USD 90,000 - 130,000

Full time

32 hours ago

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Job summary

Aquent partners with a global leader in entertainment and experiences to redefine digital guest communications across web and mobile platforms. As a Product Manager, you will shape self-service and AI-enabled experiences, translate strategy into user stories, and collaborate with UX, engineering, and operations to deliver high-quality guest interactions.

You will drive metrics, influence roadmaps, and ensure seamless, scalable experiences for millions of guests across vacation planning journeys,

Qualifications

Minimum of 4 years of experience delivering digital products, customer self‑service capabilities, marketing and eCommerce experiences, or consumer‑facing technology solutions.
Bachelor’s degree in a relevant field and/or equivalent professional experience.
Strong ability to solve problems in ambiguous environments, navigate changing priorities, and collaborate effectively across diverse stakeholder groups.
Demonstrated analytical and quantitative skills, with the ability to leverage data, customer feedback, and operational metrics to support product decisions.
Experience writing user stories, business requirements, acceptance criteria, and managing product backlogs using tools such as Jira and Confluence.
Ability to define MVPs, prioritize work, and manage iterative product delivery.
Excellent written, verbal, presentation, and stakeholder management skills.
Experience partnering with UX, engineering, operations, and business teams throughout the product lifecycle.
Familiarity with content management systems, service integrations, APIs, and digital experience platforms.
Experience working with distributed and international teams.

Responsibilities

Champion the digital guest experience by advocating for guest needs and delivering seamless, intuitive communication and support experiences across web and mobile platforms.
Support and execute product strategies for guest-facing communication capabilities, including live chat, digital messaging, self-service experiences, contact and case submission workflows, AI-enabled support solutions, and content.
Partner with business, technology, operations, and guest services teams to identify opportunities that improve guest engagement, reduce friction, and increase self-service adoption.
Assist with evaluating emerging technologies, conversational AI solutions, virtual assistants, agent‑assist capabilities, and automation opportunities through pilots, proof-of-concepts, and product experimentation.
Translate product strategy into clearly prioritized user stories, business requirements, acceptance criteria, process flows, and testing scenarios.
Manage and maintain product backlogs, supporting prioritization decisions, sprint planning, backlog refinement, and release readiness activities.
Collaborate with UX, content strategy, accessibility, and engineering teams to ensure experiences align with product vision, guest expectations, and quality standards.
Support A/B testing, user research, analytics reviews, and behavioral analysis to identify opportunities for continuous improvement.
Monitor product performance and operational metrics, leveraging guest feedback, support trends, and analytics to inform roadmap recommendations.
Contribute to executive presentations, product reviews, and stakeholder communications to build alignment and support product initiatives.
Support product launches, operational readiness activities, content configuration, and ongoing maintenance to ensure successful delivery and uptime of digital experiences.
Utilize AI‑enabled productivity tools and workflows, such as Copilot, Claude, Cursor, and similar technologies, to improve product documentation, research, analysis, and delivery efficiency.