IT Product Senior Manager - (Customer Capabilities)

P OSITION OVERVIEW

The Digital Product Owner – Customer Capabilities is a strategic and results-driven leader who will play a crucial role in enhancing the guest experience at our resort and casino. This role focuses on delivering impactful technology solutions that support Customer Relationship Management (CRM), loyalty programs, guest services, and digital touchpoints. The successful candidate will collaborate closely with operational teams to assess needs, define product requirements, and align initiatives with the resort’s strategic goals.

The ideal candidate will have a strong understanding of customer experience strategies, experience with hospitality and gaming systems, and the ability to drive digital transformation in a fast-paced, guest-focused environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Partner with operational teams (e.g., Front Office, Marketing, Food & Beverage, Casino, etc.) to identify opportunities for enhancing the guest experience through technology
• Prioritize initiatives based on business impact, guest satisfaction, and alignment with strategic objectives
• Develop clear, actionable roadmaps to implement customer-facing digital solutions
• Lead the product lifecycle from concept to deployment, ensuring guest-centric solutions are delivered on time and within scope
• Work closely with IT teams, business analysts, and third-party vendors to implement CRM, loyalty, and digital engagement platforms
• Manage the product backlog, define user stories, and break down complex requirements into deliverable features
• Serve as the primary liaison between operational departments and IT teams to ensure seamless communication and alignment
• Coordinate with data and analytics teams to leverage customer insights for decision-making and personalization
• Provide ongoing feedback to improve guest-facing systems and ensure optimal functionality
• Act as the key point of contact for customer capability initiatives, providing regular updates on progress, risks, and outcomes
• Facilitate workshops and meetings with key stakeholders to gather requirements and validate solutions
• Monitor solution performance, guest feedback, and return on investment (ROI) to drive continuous improvement
• Stay current on industry trends and emerging technologies in hospitality and gaming to enhance guest experiences.
• Advocate for a guest-first approach by optimizing digital interfaces and service delivery.
• Implement best practices to enhance user adoption and ensure consistent service quality.

QUALIFICATION REQUIREMENTS

S UPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and / or move up to 10 pounds must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

P AY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.