Senior Product Manager, Platform & AI Integrations

Royal Caribbean Cruises Ltd

Miami (FL)

On-site

USD 140,000 - 190,000

Full time

14 days+

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Job summary

Royal Caribbean Group's Global E-Commerce Team seeks a Senior Manager, Product to bridge digital capabilities across brands with the conversational platform. You will catalog capabilities, define integration standards, and shape the guest experience from onboarding to multi-modal interactions.

You’ll lead roadmap decisions, collaborate with across Contact Center, eCommerce, and Digital, and translate business needs into technical specs while driving adoption, metrics, and enterprise-scale impact

Qualifications

7+ years of product management experience, with at least 3 years in platform, integration, or API product roles.
Experience driving adoption of platform capabilities across a large enterprise.
Demonstrated ability to translate business requirements into technical integration specifications.
Strong technical fluency: APIs, data contracts, and integration patterns.
Familiarity with agile methodologies and Jira/Confluence.
Experience in travel, hospitality, or large-scale consumer digital platforms preferred.

Responsibilities

Catalog and continuously update a comprehensive inventory of all existing digital capabilities across Royal Caribbean Group brands, organized by guest journey phase and surface
Prioritize capability adoption based on guest impact, call volume deflection potential, revenue influence, and technical readiness
Own the near-term product roadmap, driving steady expansion of what the platform can do through integration with existing enterprise services
Define and maintain integration standards, API contracts, and data requirements so that enterprise partner teams can connect their capabilities to the platform with minimal friction
Partner directly with product teams across Contact Center, eCommerce, Digital (App), Onboard, Loyalty, Shore Excursions, Dining, Entertainment, and Revenue Management to scope and execute integrations
Lead capability adoption working sessions with enterprise stakeholders, translating the platform's technical requirements into language each partner team can act on
Own current platform workstreams, including conversational AI features, intelligent search, and production releases
Drive active participation in cross-functional working groups spanning business value, technology, and design for near-term priorities
Build and maintain a capability coverage dashboard tracking: percentage of digital capabilities available through the platform, guest adoption rates per capability, and task completion rates
Collaborate with the engineering team so platform architecture supports scalable capability onboarding
Own the conversational experience quality for adopted capabilities - how they surface through chat, when to use structured UI vs conversational responses, and the interaction patterns that make multi-modal feel coherent
Own the guest's first interaction with the platform - onboarding flows, personalization discovery, and the experience ramp that moves guests from first contact to confident usage
Partner with design to define conversation patterns, error recovery flows, and the experiential standards that ensure every integrated capability feels native to the platform
Identify and elevate dependencies on shared enterprise services that the platform consumes but does not own, working with leadership to secure co-investment commitments
Contribute to the enterprise capital investment case with clear near-term scope, cost estimates, and projected value
Ensure all capability integrations meet security, compliance, and data governance standards
Track and report on key metrics: capability coverage percentage, guest adoption per capability, task completion rates, contact center deflection impact, and integration cycle time
Support the Director in executive communications by providing clear, data-grounded updates on capability adoption progress