Royal Caribbean Cruises Ltd
Lead, Product Management
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Combine your career goals and sense of adventure by joining our Global Contact Centre IT Team. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
Position Summary
The Lead Product Manager supports Contact Centre Technology products across their full lifecycle, ensuring product needs, priorities, governance, investment planning, and delivery outcomes are managed in an integrated and product-aligned way. Working closely with the Senior Manager, Product Leads, and business stakeholders, the role supports product planning, demand management, business case development, financial oversight, and performance visibility across Contact Centre Technology.
The role is a key liaison between business stakeholders, Product Leads, project teams, and Global Enterprise Technology (GET), ensuring business demand is captured, assessed, prioritized, and translated into clear product outcomes. The successful candidate provides strategic analysis, governance leadership, and portfolio oversight while helping reduce reliance on broad roadmap dependencies by strengthening product ownership, clarity of scope, decision-making, and alignment to business value.
Essential Duties and Responsibilities
- Own and maintain product plans, roadmaps, and prioritized backlogs for assigned Contact Centre Technology products or capability domains, within the strategy, portfolio priorities, governance framework, and financial guardrails established by the Senior Manager.
- Partner with business stakeholders, other Product Leads, and technology teams to identify future requirements, product opportunities, and cross-domain impacts.
- Analyze business priorities and translate them into product recommendations, maintaining visibility of risks, assumptions, constraints, and cross-product impacts, and escalating decisions that affect the overall portfolio roadmap.
- Lead product-management activity for assigned products across the lifecycle, from intake and requirements through funding, governance, delivery readiness, adoption, benefits tracking, optimization, renewal, replacement, and retirement recommendations.
- Support annual and multi-year planning and monitor trends across Contact Centre, AI, automation, and customer experience technologies.
- Support management of the Contact Centre Technology investment portfolio, tracking initiative progress, dependencies, risks, and benefits realization.
- Produce portfolio health reporting, executive dashboards, and governance documentation.
- Identify opportunities to improve portfolio visibility, governance, prioritization, and resource planning processes.
- Manage the day-to-day operation of the GET Intake process for Contact Centre Technology.
- Review incoming requests for completeness, business justification, and strategic alignment, ensuring requirements, success criteria, and expected outcomes are captured.
- Facilitate intake workshops and stakeholder reviews; maintain visibility of submitted, approved, deferred, and rejected initiatives; and escalate requests requiring portfolio-level decisions.
- Support prioritization and sequencing and coordinate intake activities with Architecture, Privacy, Security, Procurement, and Finance.
- Lead the definition and validation of business and product requirements for assigned products, delegating detailed analysis and documentation to shared Product Analysts where appropriate.
- Facilitate workshops to define scope, objectives, and success measures and identify associated impacts, risks, and dependencies.
- Support the preparation of Capital Appropriation Requests (CARs), business cases, and investment proposals.
- Develop cost estimates, benefit assessments, and return-on-investment analysis.
- Track approved investment against budget and support forecasting, annual planning, financial reporting, and benefits realization.
- Support governance reviews and approval processes, ensuring initiatives comply with applicable standards and controls.
- Own and maintain RAID logs, decision registers, and governance documentation for assigned products, supporting audit and compliance activity.
- Provide updates on portfolio performance, roadmap progress, and investment decisions and support executive communications and presentations.
- Help stakeholders understand product priorities, trade-offs, cross-product impacts, and decision points.
- Operate agreed entry, exit, and hand-off criteria across Strategy and Governance, Technical, Programme Management, and Production Applications.
- Provide day-to-day functional leadership to Product Analysts.
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Required Knowledge and Skills
- Significant experience in Product Management, Product Ownership, Business Analysis, Technology Governance, or Strategy roles.
- Hands-on involvement in Contact Centre technology strategy, governance, portfolio management.
- Experience working within complex global organizations and influencing senior technology and business stakeholders.
- Experience owning and maintaining product or capability roadmaps, prioritized backlogs, and measurable product outcomes within a broader technology portfolio.
- Expertise in developing business cases and technology funding proposals.
- Experience facilitating workshops and gathering requirements from senior stakeholders.
- Strong analytical, problem-solving, financial analysis, and reporting capabilities.
- Experience working in a complex global organization and creating executive-level reports, dashboards, and presentations.
- Advanced Excel and PowerPoint skills.
- Ability to prioritize effectively, manage competing demands, and work in a fast-paced global environment.
- Ability to travel domestically and internationally on occasions when needed.
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Desirable
- Relevant certification in Business Analysis, Product Management, Portfolio Management, Agile, Project Management, or IT Service Management.
- Contact Centre Technology experience and knowledge of Genesys Cloud or a similar platform.
- Experience supporting AI, automation, CRM, omnichannel engagement, or digital transformation programs.
- Knowledge of PCI compliance, data privacy, and governance controls.
- Experience supporting CARs and familiarity with Agile delivery methods and tools such as Jira or Azure DevOps.
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance and more relevant details to answer any additional questions.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
Thank you again for your interest in Royal Caribbean Group. We hope to see you onboard soon!
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