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About the Role

This role owns the bridge between existing digital capabilities and the conversational platform guests interact with, aiming to integrate hundreds of touchpoints across three brands into a seamless conversational experience. The focus is on system thinking, prioritizing capabilities based on guest impact and enterprise reach.

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 (cards, carousels, forms) vs. conversational responses, and the interaction patterns that make multi-modal feel coherent rather than bolted together
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 rather than an API call with a chat wrapper
Identify and escalate 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
Contribute to near-term budget planning and capability adoption cost estimation for the enterprise capital investment case
Track and report capability adoption metrics tied to revenue influence and contact center cost deflection
Monitor integration cycle time and resource allocation efficiency across partner teams

Requirements

Bachelor's degree in Business, Computer Science, Engineering, or a related field; MBA or Master's degree is a plus; or equivalent experience.
7+ years of product management experience, with at least 3 years in platform, integration, or API product roles
Proven experience driving adoption of platform capabilities across a large enterprise with multiple business units
Track record of influencing without direct authority across complex organizational structures
Strong technical fluency: comfortable with APIs, event-driven architectures, data contracts, and integration patterns
Experience managing a capability or integration roadmap with quantitative coverage metrics
Demonstrated ability to translate business requirements into technical integration specifications
Familiarity with agile methodologies, Jira/Confluence, and cross-functional program delivery
Experience in travel, hospitality, or large-scale consumer digital platforms preferred
Familiarity with AI/ML technologies, conversational interfaces, or agentic AI systems is a plus
Strong UX sensibility: comfort with conversation design, multi-modal interfaces, or consumer product craft is valued
Strong communication and presentation skills; comfortable presenting to senior leadership
Comfortable navigating enterprise organizational complexity, where integration priorities shift as teams evolve their APIs, release new services, and renegotiate ownership boundaries
Not eligible for work authorization sponsorship.

Skills

Product Management
Platform Integration
API Product Management
Roadmap Management
Technical Fluency (APIs, event-driven architectures, data contracts, integration patterns)
Agile Methodologies
Jira/Confluence
Cross-functional Program Delivery
AI/ML Technologies
Conversational Interfaces
Agentic AI Systems
UX Sensibility
Conversation Design
Multi-modal Interfaces
Consumer Product Craft
Communication Skills
Presentation Skills
Enterprise Organizational Complexity Navigation

Location

Downtown, Miami, Florida

Work Type

Onsite
Full-time

Experience Level

Senior Manager
7+ years of product management experience
3+ years in platform, integration, or API product roles

Education Level

Bachelor's degree in Business, Computer Science, Engineering, or a related field
MBA or Master's degree is a plus

Benefits

Competitive compensation and benefits package
Excellent career development opportunities

About the Company

Royal Caribbean Group is the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people.
Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Equal Opportunity

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.