Senior Digital Product Manager, Guest Engagement

CHN Choice Hotels International Services

Scottsdale (AZ)

Hybrid

USD 120,000 - 155,000

Full time

5 days ago

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Benefits offered by this job

Discounts at Choice hotels worldwide

Competitive compensation and benefits

Paid time off and holidays

Retirement and health savings benefits

Employee recognition programs

Job summary

Choice Hotels International is seeking a Senior Digital Product Manager for Guest Engagement within the ChoiceHotels.com team. This role focuses on evolving agent-facing and Guest-facing care experiences, including AI chat, SMS, forms, and self-service flows across desktop and mobile apps.

You will collaborate with design, engineering, data analytics, and operations to build modern customer care tools, improve self-service adoption, and enable efficient agent-assisted handoffs while managing

Qualifications

3 to 5 years' experience as a product manager, product owner, business analyst, or similar role within digital/customer experience environments.
Experience building or improving digital customer service, guest engagement, self-service, or omnichannel support experiences in travel/hospitality.

Responsibilities

Manage a portfolio of Guest Engagement products to align with enterprise objectives.
Drive product development within agile processes, voicingGuest, agent, and Owner needs in standups and sprints.
Translate strategies into concepts, user stories, and backlogs for agent tools, knowledge sources, AI chat, and self-service flows.
Collaborate with UX, engineering, data/analytics, AI partners, and brand teams to meet user and business goals.

Skills

Product management

Agile/SCRUM

Stakeholder collaboration

Guest engagement

Education

Bachelor's degree or equivalent

Tools

Jira

Confluence

Job description

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

Who are we looking for?

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Senior Digital Product Manager, Guest Engagement in the ChoiceHotels.com team. Choice Hotels' Guest engagement and customer care experiences are critical moments throughout the travel journey. They are where Guests find answers, resolve issues, make changes, and connect with Choice when they need help before arrival, on-property, and after departure. As we continue to build a best-in-class customer care program built for the future, we are looking for a product manager to evolve the tools, platforms, and digital experiences that make support faster, easier, and more connected for Guests, agents, and Owners. As a Digital Product Manager for Digital Self Service and Customer Care, you will take the lead in defining and launching an expanding set of agent-facing and Guest-facing customer care capabilities. Your time will be split between modernizing customer service agent tools and platforms based on feedback from Customer Engagement Contact Centers, including new agent assist technology and more robust, dynamic agent knowledge base sources, and partnering with other product teams to build modern Guest-facing self-service capabilities. These include AI chat capabilities, SMS, online contact forms, and seamless agent-to-customer connection points across desktop, mobile web, iOS and Android mobile apps, and other digital experiences. Your ability to collaborate across teams, build empathy for Guests and agents, and translate service insights into digital products will help agents assist customers with speed, encourage Guests to use self-service when it meets their needs, and make it easy to engage with a real agent when it matters most. This work will support lower costs for Owners and a more compelling customer value proposition. Are you a collaborative product manager who can build empathy for Guests and agents and translate service insights into digital products?

Your Responsibilities

Product Management/ Product Ownership

Manage a portfolio of Guest Engagement products and projects to ensure success in accordance with strategic enterprise-wide objectives.
Drive product development by actively participating in the agile software development process, representing the business and the voice of the Guest, agent, and Owner in daily standups, sprint planning sessions, reviews, and retrospectives.
Distill product strategies and corporate objectives into product concepts, user stories, and prioritized product backlogs for agent tools, knowledge sources, AI chat, SMS, contact forms, self-service flows, and assisted-service connection points.
Collaborate closely with user experience designers, engineering, contact center operations, data/analytics, AI and automation partners, brand teams, and other product teams to create experiences that meet user needs and business goals.

Strategy Development

Provide business decision support for the development of the broader Guest Engagement and digital customer care strategy, and analysis of specific related opportunities.
Help develop the long-term strategy and roadmap for Guest engagement, self-service, agent assist, knowledge management, and digital customer care capabilities at Choice Hotels International.
Provide regular and on-demand analysis of Choice Hotels contact center, digital engagement, self-service, and Guest feedback data to support the development of the department strategy.
Conduct regular environmental analysis, including an assessment of competitive experiences, hospitality and travel service trends, AI-enabled service tools, and broader consumer customer care expectations.

Performance Monitoring

Support the measurement of departmental performance against key indicators and targets to ensure success and visibility into actionable opportunities.
Provide regular and on-demand analysis of data to support ongoing business management and initiative decision support.
Regularly report out findings and recommendations to select internal stakeholders.
Build and maintain reporting scorecards and visualizations for Guest engagement KPIs, including self-service adoption, containment or resolution, agent productivity, speed-to-resolution, Guest satisfaction, and cost-to-serve indicators.

Your Experience, Skills & Competencies

Employment Experience

3 to 5 years' experience as a product manager, product owner, business analyst, or similar role within an e-commerce, digital customer experience, customer service technology, or contact center technology organization.
Demonstrated experience building or improving digital customer service, Guest engagement, self-service, or omnichannel support experiences, ideally in the travel, transportation, or hospitality sector.

Preferred Experience

Experience modernizing customer service agent tools, CRM or case management platforms, agent desktops, knowledge management systems, or contact center workflows.
Experience with agent assist technology, dynamic knowledge bases, conversational AI, AI chat, SMS, online contact forms, routing, escalation, or other omnichannel care capabilities.
Experience creating Guest-facing self-service capabilities across desktop, mobile web, iOS, and Android mobile apps, including clear handoffs from digital experiences to human support.
Familiarity with contact center operations and metrics such as handle time, first contact resolution, containment, deflection, transfer rates, escalation rates, CSAT/NPS, and knowledge article effectiveness.
Experience balancing cost-to-serve improvements with a strong customer value proposition and positive outcomes for franchisees and Owners.

Technical Skills

High collaboration with engineering teams; must have a solid understanding of web, mobile, API, integration, data, and emerging AI or automation technologies.
Experience with Agile/SCRUM methodologies and associated tools (Rally, Jira, Confluence).

Additional Skills & Competencies

Solid understanding of how to evaluate and measure the success of digital products, including adoption, usage, satisfaction, operational efficiency, and business impact.
Must be able to manage multiple high priority efforts while maintaining a sense of urgency.
Able to make decisions in the face of ambiguity and knows when to analyze further.
Can instinctively balance speed and the need to support decisions with data.
High degree of both business and technical acumen and curiosity.
Ability to travel up to 25% of the time to observe contact center operations, partner with cross-functional teams, and test new capabilities on-property or across the Guest journey.

Education Requirements

Bachelor's degree or equivalent experience.

Your Team

This is an individual contributor role with no direct reports that will report to the Senior Director, Product Management. You will collaborate with cross functional departments on a regular basis.

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