Digital Product Management, Senior Manager

Who we are:

We love what we do and what we do is important! We believe that everyone should leave feeling better - this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No one is more important than anyone else, and unless we are in it together, we can't create that special experience for our guests.

Your mission:

Should you decide to accept it...

The Digital Product Management, Senior Manager sits at the intersection of customer insight, commercial execution, and technology, serving as both a customer advocate and a hands-on product manager. By combining

behavioral data, experimentation, agency expertise, synthetic audiences, emerging AI capabilities, and a continual assessment of the evolving digital ecosystem, this role develops a deep understanding of customer intent and

translates those insights into product decisions that create measurable value for both our guests and the business.

This role manages execution of the digital product roadmap day-to-day leading cross-functional execution, measuring outcomes, and continuously optimizing the customer experience. Success requires strong execution and

attention to detail, ensuring great ideas become great products that drive meaningful commercial results.

The Nitty-Gritty:

What exactly you will be doing...

In helping you understand your role in working for a world-class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all-inclusive and that you may be asked to perform other job tasks by your manager not listed below in the constant quest to provide “out of this world” customer service experience for our guests:

Product Strategy & Roadmap:

• Support and execute the roadmap for Virgin Hotels Collection's guest-facing digital products, in partnership with the Corporate Senior Director of Digital Marketing & CRM
• Translate commercial priorities into product investment decisions.
• Apply governance and prioritization frameworks to ensure investment is focused on the highest customer and commercial value.
• Balance immediate business opportunities with long-term platform health and future capability development.

Digital Commerce & Merchandising:

• Support a direct-first digital commerce strategy that strengthens customer relationships and increases direct contribution.
• Create intuitive shopping experiences that simplify decision-making and build customer confidence.
• Manage digital merchandising across websites and booking experiences, including room presentation, offers, packages, upgrades and cross-sell opportunities.
• Continuously optimize booking journeys through customer insight, experimentation and analytics.
• Partner closely with Commercial and Revenue teams to create frictionless commerce while supporting commercial objectives.

Product Governance & Experience Standards:

• Maintain and evolve the digital design system and reusable product components.
• Develop documented standards for navigation, merchandising, content hierarchy and customer interaction patterns.
• Create governance that accelerates innovation while maintaining quality and consistency.

Customer Insight, Experimentation & Innovation:

• Apply a structured framework for evaluating new capabilities, features and digital solutions.
• Validate opportunities through customer research, experimentation, synthetic and live user testing, heat mapping, behavioral analytics and customer journey analysis.
• Continuously evaluate emerging technologies, AI capabilities and evolving customer expectations.
• Prioritize initiatives based on customer value, commercial impact, technical feasibility and measurable outcomes.
• Support a culture of thoughtful experimentation and continuous improvement.

Product Analytics & Digital Intelligence:

• Partner on digital measurement strategy and tagging frameworks.
• Define product KPIs and measurement standards.
• Translate customer behavior into product priorities and roadmap decisions.
• Share customer insights and digital product performance with key stakeholders.
• Contribute to a culture where data informs decisions, but curiosity drives innovation.

Leadership & Mindset:

• Thrive in an entrepreneurial environment where priorities evolve, opportunities emerge, and no two weeks look the same.
• Anticipate what's next and look around corners to identify changing customer expectations, emerging technologies, and new opportunities before they become obvious.
• Balance speed with thoughtful decision-making, protecting long-term customer and business value while maintaining the agility to adapt.
• Build alignment across diverse stakeholder groups through influence rather than authority.
• Think like both a product owner and a business owner, using customer insight, experimentation, and data to guide decisions.
• Create scalable systems and repeatable frameworks rather than one-off solutions.
• Make confident decisions with imperfect information and establish clear priorities in a dynamic environment.
• Bring strong discipline and a relentless focus on continuous improvement to every product initiative.

What qualities are we looking for?

You’ve got skills? If you can perform the following, then you have come to the right place...

• Growth in direct booking contribution and digital commerce performance.
• Improved booking journey conversion and reduction in customer friction.
• Delivery of an outcome-driven product roadmap.
• Adoption of scalable digital standards and design systems.
• Increased experimentation velocity and measurable product learning.
• Improved customer satisfaction across digital touchpoints.
• Consistent use of product insights and data in day-to-day decision-making.
• Readiness for emerging AI-enabled customer experiences.

Background must-have:

• Current, legal, and unrestricted ability to work in the United States
• 4-6 years in Digital Product, Digital Commerce, Digital Experience or related customer-facing digital disciplines is a must-have.
• Hospitality, travel, retail or other customer-centric digital experience preferred.
• Demonstrated experience executing digital product roadmaps and translating strategy into delivery.
• Strong understanding of digital commerce, merchandising, conversion optimization and customer journey design.
• Experience applying product governance, prioritization frameworks and scalable digital standards.
• Experience working with digital platforms, technologies and vendor partners.
• Strong commercial acumen with the ability to balance customer advocacy and business outcomes.
• Experience partnering closely with Commercial, Revenue, Marketing, Brand, CRM and Technology organizations.