Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.
JOB SUMMARY:
The Digital & Technology Product Management team is focused on driving product strategies to evolve and enhance the Guest experience across Universal Destinations and Experiences (UDX). This executive leadership role will:
- Lead development of product strategies and implementations for Universal Orlando, Universal Studios Hollywood, Universal Studios Japan, focused on driving customer experience and business transformation.
- Provide Executive leadership for a team of Digital & Technology Product Managers, responsible for stakeholder engagement, cross-functional collaboration, roadmap prioritization and requirements alignment.
- Partner with other Digital & Technology leaders including Solution Architects, Software Engineers, Program Management, and Quality Assurance, to collectively drive planning, solutioning, development, and deployment of digital capabilities for Universal Destinations.
MAJOR RESPONSIBILITIES:
Experience Transformation
- Lead Guest and Team experience transformation initiatives over a multi-year horizon for Universal Destinations globally.
- Oversee the creation of new digital capabilities for Guests and Team Members, with a focus on creating an integrated end-to-end experience across the customer journey.
- Develop and launch innovative experiential concepts and platforms to address guest satisfaction and business growth opportunities
- Develop business case and value proposition for new product development and ongoing enhancements.
- Drive a continuous focus on experience optimization, by regularly gathering and synthesizing consumer, operational, and business insights, to identify and prioritize product enhancements.
- Advocate for the customer experience on cross-functional projects.
Leadership & Collaboration
- Lead a Team of Product Managers to deliver upon the collective product vision Universal Destinations & Experiences.
- Set and manage team strategic direction, prioritization, resource planning, deliverables, and timelines.
- Lead collaborative, cross-functional teams with a combination of Product, Business and IT stakeholders, to drive Product planning, delivery, implementation, and ongoing support.
- Work closely with other Product Executives responsible for others facets of the Guest experience, to maintain cross-product alignment for a seamless end-to-end experience.
- Partner with Digital Technology to drive product architecture and delivery, regularly making critical business decisions around scope, time, and budget considerations, balanced against a relentless focus on the Guest experience.
- Participate on the Digital Experience Product Executive Leadership team, providing executive decision-making, team resource and talent planning, and priority management.
Digital Product Management
- Drive the development of Guest and Team member digital capabilities across the entire product life cycle – from concept development, concept testing, user experience design, technical design, technical delivery, testing, and implementation.
- Design, implement and manage end-to-end experiences and enhancements across all customer touch points and channels.
- Develop, evaluate, and implement overall experience strategies and related tactics, striving to create a simple and seamless Guest experience.
- Conduct analysis as needed to determine best path for solving business problems, opportunities that may include process improvement, system enhancements, user training, and/or an enhanced product offering.
- Act as the subject matter expert (business owner) for new products, integrating with key stakeholder teams to ensure ongoing product success.
Product Strategy
- Proactively evaluate Guest experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities.
- Develop and frame up product recommendations with associated cost, value and experience analysis, to gain approval and funding for development.
- Collaborate and liaise with key business partners to establish product goals and objectives.
- Ensure product alignment with the holistic experience transformation vision.
- Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to enable well-informed future product planning.
Product Planning
- Establish the product roadmap and coordinate with key partners to manage product delivery and implementation timelines.
- Partner with other UDX Digital Product team to ensure product best practices, dependencies and integration points are considered during roadmap and release planning.
- Establish product backlog priorities for release and sprint planning, considering new capabilities, minor enhancements, and defect fixes.
- Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
- Performs other duties as assigned.
EDUCATION:
- Bachelor’s degree required - Business, Technology, Digital Marketing, or Industrial Engineering preferred;
- Master’s degree preferred.
EXPERIENCE:
- 10+ years in Product Management, Digital Marketing, E-Commerce, Digital Experience Design, Industrial Engineering, Technology, or related fields.
- Expert knowledge of large scale transformation initiatives
- Experience integrating marketing and experience technologies
- Experience leading, coaching, and developing teams
- Experience in large scale program planning and implementation
- Expert at stakeholder and partner management
- Experience with executive level communication,
- Demonstrated ability to drive work through collaboration and relationship building
- Excellent analytical, written and oral communication skills, and be able to explain complex concepts both concisely and simply
- Demonstrated ability to define and execute strategic initiatives
- ; or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal Orlando Resort. Here you can.