Technical Product Manager - Guest Experience
Role Overview
Manage and enhance technology products in the Guest Experience domain, maintain a prioritized backlog, and deliver initiatives.
Connect airline operational requirements with technical IT execution, stakeholders, governance, and software releases through the Route to LIVE process.
Key Skills for This Role
Full Job Posting
Role overview
Manage and enhance technology products in the Guest Experience domain, maintain a prioritized backlog, and deliver initiatives.
Connect airline operational requirements with technical IT execution, stakeholders, governance, and software releases through the Route to LIVE process.
Accountabilities
- Own planning, execution, monitoring, and delivery of Guest Experience technology projects, including contact centre, complaints management, guest communications, and the travel journey.
- Translate operational requirements into technical solutions with enterprise architects, developers, and third-party vendors.
- Manage scope, dependencies, risks, and roadblocks to deliver on time and within budget while maintaining operational continuity.
- Ensure changes comply with corporate governance, cybersecurity policies, and aviation regulations.
- Liaise between technical teams, including DevOps, Data Engineering, and Network Security, and Guest Experience stakeholders.
- Present change records, release plans, and deployment-readiness assessments at Change Advisory Board meetings.
- Report project status, budgets, risks, and delivery readiness to leadership and steering committees.
- Manage Route to LIVE deployments and environment frameworks; support change, incident, and release management using ITSM and ITIL.
Qualifications and experience
- Bachelor’s degree in computer science, software engineering, information technology, or a related field.
- At least five years of experience in aviation or the guest-experience field.
- Experience with IT governance, change management, and regulatory environments.
- Understanding of cloud technologies, APIs, and modern enterprise architectures.
- Proficiency with JIRA, Confluence, Power BI, Smartsheet, and related delivery tools.
- SAFe, PMP, PRINCE2, or similar certification is preferred.
- Strong stakeholder management, communication, and problem-solving skills.
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