Choice Hotels International · Scottsdale, AZ · Just now · 0 applicants
NewHybridFull-timeSenior
Pay
Pay not listed
Workplace
Hybrid
Job type
Full-time
Level
Senior
Team: Guest Engagement · Source: jobright · Posted by joined-scrapper
About the role
Choice Hotels seeks a Senior Digital Product Manager to lead guest engagement and agent-facing product strategy, roadmaps, and omnichannel customer care capabilities such as AI chat, SMS, and self-service. The role partners with engineering and uses data to measure and optimize product success.
What you’ll do
Manage product development, strategy, and roadmaps for guest engagement capabilities
Evolve agent-facing tools and guest-facing digital self-service and care experiences
Drive omnichannel support capabilities including AI chat, SMS, agent assist, and knowledge management
Measure product performance through adoption, usage, satisfaction, and business impact
Collaborate with engineering on web, mobile, API, and integration solutions
Balance cost-to-serve improvements with customer value and franchisee outcomes
What you’ll need
3-5 years in product management, product ownership, or business analysis in digital customer experience, customer service technology, or contact center technology
Experience building or improving digital customer service, guest engagement, self-service, or omnichannel support experiences
Solid understanding of web, mobile, API, integration, data, and emerging AI/automation technologies
Experience with Agile/SCRUM and tools such as Rally, Jira, and Confluence
Ability to evaluate product success via adoption, usage, satisfaction, operational efficiency, and business impact
Bachelor's degree or equivalent experience
Original job description
Choice Hotels International is seeking a Senior Digital Product Manager, Guest Engagement to evolve its agent-facing tools and Guest-facing digital self-service and customer care experiences. The role manages product development, strategy, roadmaps, and performance measurement for capabilities such as agent assist, knowledge management, AI chat, SMS, and…