Senior Manager, Product & Program Management

Senior Manager, Product & Program Management

Reporting to their assigned leader within the Resort Operations & Experience leadership team, the Senior Manager, Product & Program Management is responsible for aligning Resort Operations systems and technologies with MVW's strategic business priorities. This role serves as a key liaison between resort operations leaders, cross-functional product teams, and Global Technology (GT) stakeholders, including the Resort Technology Solution Lead, GT Technical Product Owners, and the GT Project Delivery team.

The Manager leads efforts to identify operational opportunities, translate business needs into actionable requirements, and guide the successful delivery and adoption of technology solutions that enhance performance and elevate the guest experience. In agile product pod teams or similar structure, the Associate Director serves as a Scrum Product Owner, representing the voice of Resort Operations and providing clarity and prioritization for development teams. The Senior Manager may also provide leadership and oversight to Manager-level team members, ensuring alignment with strategic priorities and consistency in execution across initiatives.

As part of the Resort Operations Product & Program Management organization within ROCT, this role plays a critical part in executing the business vision across MVW's global resort portfolio. The Manager oversees a broad suite of operational technologies, including Property Management Systems (PMS), Central Reservation Systems (CRS), Point of Sale (POS), Guest Room Entertainment (GRE), Customer Relationship Management (CRM), and staff communication platforms.

Additionally, the Manager leads the implementation and optimization of systems supporting mobile check-in, housekeeping and maintenance management, spa and activity scheduling, mobile food and beverage ordering, EV charging, energy and building management, digital signage, Wi-Fi infrastructure, and safety and security technologies and any technology supporting Resort Operations. Through strategic coordination and stakeholder engagement, this role ensures operational alignment and contributes to delivering seamless, guest-centric experiences through innovative technology solutions.

Expected Contributions

Agile Product Ownership & Delivery

• Serve as the Scrum Product Owner within agile product pod teams or similar structure, representing Resort Operations by defining features, writing user stories, prioritizing the backlog, and providing operational insights to guide development.
• Coordinate product development activities, ensuring progress against key milestones and maintaining a high rate of on-time delivery.
• Contribute to user acceptance testing (UAT), training initiatives, and change management efforts to support successful system adoption.
• Ensure business needs are clearly defined and translated into actionable items for Global Technology (GT) delivery teams.

Cross-Functional Collaboration

• Facilitate cross-functional collaboration with GT teams, including Technical Product Owners and Project Delivery, to ensure strategic alignment and successful execution of initiatives.
• Collaborate with MVW, MI, vendor corporate business teams, and Site Operations as needed to ensure seamless execution of initiatives.
• Foster and manage relationships with corporate business leaders and global GT partners.
• Work closely with GT and Digital teams to ensure Resort Operations priorities are fully understood and enhancements meet front-line needs without disrupting daily operations.

System Adoption & Continuous Improvement

• Contribute to user acceptance testing, training initiatives, and change management efforts to drive successful system adoption.
• Monitor system performance and proactively gather user feedback to identify and champion continuous improvement opportunities.
• Drive the successful implementation, adoption, and ongoing enhancement of tools that improve operational efficiency.
• Drive measurable improvements in associate workflows, system usability, and guest service delivery.
• Advocate for and lead initiatives that streamline workflows and reduce friction in field technology environments, with documented process improvements.

Training, Communication & Change Management

• Support the assessment of training and change management needs, and take ownership of designing and executing comprehensive training, communication, and change management plans for all products and programs.
• Develop and maintain training materials and job aids to support system readiness and adoption.
• Create and manage centralized online resource hubs for easy access to current documentation and self-service tools.
• Create and execute communication plans that clearly articulate system changes, timelines, and stakeholder impacts, in alignment with MVW brand standards.
• Partner with ROCT and field leaders to lead change management efforts and drive engagement and adoption.
• Collaborate with the End User and Rooms Advisory Council to ensure major initiatives align with operational needs and inform improvements to training and communication strategies.
• Support effective communication, program coordination, and change management efforts related to system rollouts and upgrades.
• Perform other duties as assigned to support business objectives.

Project Leadership & Continuous Improvement

• Provide direct leadership to Managers, setting clear expectations, coaching for performance, and fostering a collaborative, high-performing team environment.
• Drive the successful implementation and continuous optimization of business systems across all MVW resort brands and global locations.
• Lead direction, planning, and execution of projects impacting Resort Operations, ensuring alignment with enterprise goals & budgets.
• Track budget targets and ensure delivery on time, on budget and within scope.
• Identify opportunities to improve the field technology ecosystem and remove friction from core operational workflows.
• Stay informed of industry trends and emerging technologies, applying new concepts to enhance project management and operational effectiveness.

Working Relationships

• Resort Operations Corporate Team Discipline Leads & Field Leadership
• Resort Operations Business Support Team
• MVW Global Technology Resort Ops Technology Solution team
• GT Technical Product Team
• GT Project Delivery Team
• MVW Change Management team
• Resort Operations Project Management, Communications, and Training Team
• Business Stakeholders across Resort Operations
• Vendors and licensees

Candidate Profile

Education

• A bachelor's degree (BS/BA) in a business-related field is required, or equivalent training combined with direct, on-property Resort Operations experience.
• Certified Scrum Product Owner (CSPO) certification is required, or candidates must demonstrate equivalent relevant work experience.
• Project Management Professional (PMP) and/or Change Management certification is preferred.

Experience

• Minimum of seven (7) years of hands-on experience working with technology systems relevant to resort operations, including but not limited to Opera PMS, FSPMS, POS, CRS, CRM platforms, TV systems, and electronic door locks.
• Additional experience in other Resort Operations disciplines is an advantage.
• Seven (7) years of experience supporting medium to large-scale projects and programs, from initial concept through implementation and ongoing compliance.
• Demonstrates a strong background in identifying process improvement opportunities, implementing change, and measuring the impact of those improvements.

Skills & Attributes

• Operationally grounded, with a deep understanding of field-level challenges, workflows, and the ability to lead the planning and execution of Resort Operations–impacting projects.
• Demonstrates advanced interpersonal skills with the ability to influence both business and technical teams, as well as engage cross-functional teams, customers, and senior leadership, fostering strong partnerships and results.
• Proficient in business case development, requirements gathering, stakeholder engagement, and performance analysis.
• Communicates complex system functionality in clear, practical, and business-relevant terms.
• Skilled in identifying trends and patterns to inform process improvements and future strategies.
• Highly proficient in documentation and diagramming, including workflow creation and project management materials.
• Advanced skills in Microsoft Office 365 applications (Excel, Visio, Word, Teams, Outlook); experience with Microsoft Project is preferred.
• Self-motivated, detail-oriented, and capable of effectively prioritizing and executing tasks and initiatives.
• Strong problem-solving abilities in both operational and technical contexts.
• Organized, goal-driven, and able to work independently with minimal supervision.
• Excellent verbal and written communication skills.
• Collaborative team player with the ability to lead or contribute to issue resolution.
• Capable of managing multiple priorities and commitments concurrently.
• Consistently follows procedures with accuracy and attention to detail.
• Flexible and able to work varying schedules to support a global business environment.
• Maintains a professional demeanor and appearance, with strong communication and interpersonal capabilities.
• Stays current on industry trends and applies new concepts to enhance project management practices.
• Adapts effectively to change and promotes a culture of continuous improvement.