Director, Digital Product Management

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Digital & Technology Product Management team is focused on driving product strategies to evolve and enhance the Guest experience across Universal Destinations and Experiences (UDX). This executive leadership role will:

• Lead development of product strategies and implementations for Universal Orlando, Universal Studios Hollywood, Universal Studios Japan, focused on driving customer experience and business transformation.
• Provide Executive leadership for a team of Digital & Technology Product Managers, responsible for stakeholder engagement, cross-functional collaboration, roadmap prioritization and requirements alignment.
• Partner with other Digital & Technology leaders including Solution Architects, Software Engineers, Program Management, and Quality Assurance, to collectively drive planning, solutioning, development, and deployment of digital capabilities for Universal Destinations.
  
  

MAJOR RESPONSIBILITIES:

Experience Transformation

• Lead Guest and Team experience transformation initiatives over a multi-year horizon for Universal Destinations globally.
• Oversee the creation of new digital capabilities for Guests and Team Members, with a focus on creating an integrated end-to-end experience across the customer journey.
• Develop and launch innovative experiential concepts and platforms to address guest satisfaction and business growth opportunities
• Develop business case and value proposition for new product development and ongoing enhancements.
• Drive a continuous focus on experience optimization, by regularly gathering and synthesizing consumer, operational, and business insights, to identify and prioritize product enhancements.
• Advocate for the customer experience on cross-functional projects.
  
  

Leadership & Collaboration

• Lead a Team of Product Managers to deliver upon the collective product vision Universal Destinations & Experiences.
• Set and manage team strategic direction, prioritization, resource planning, deliverables, and timelines.
• Lead collaborative, cross-functional teams with a combination of Product, Business and IT stakeholders, to drive Product planning, delivery, implementation, and ongoing support.
• Work closely with other Product Executives responsible for others facets of the Guest experience, to maintain cross-product alignment for a seamless end-to-end experience.
• Partner with Digital Technology to drive product architecture and delivery, regularly making critical business decisions around scope, time, and budget considerations, balanced against a relentless focus on the Guest experience.
• Participate on the Digital Experience Product Executive Leadership team, providing executive decision-making, team resource and talent planning, and priority management.
  
  

Digital Product Management

• Drive the development of Guest and Team member digital capabilities across the entire product life cycle – from concept development, concept testing, user experience design, technical design, technical delivery, testing, and implementation.
• Design, implement and manage end-to-end experiences and enhancements across all customer touch points and channels.
• Develop, evaluate, and implement overall experience strategies and related tactics, striving to create a simple and seamless Guest experience.
• Conduct analysis as needed to determine best path for solving business problems, opportunities that may include process improvement, system enhancements, user training, and/or an enhanced product offering.
• Act as the subject matter expert (business owner) for new products, integrating with key stakeholder teams to ensure ongoing product success.
  
  

Product Strategy

• Proactively evaluate Guest experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities.
• Develop and frame up product recommendations with associated cost, value and experience analysis, to gain approval and funding for development.
• Collaborate and liaise with key business partners to establish product goals and objectives.
• Ensure product alignment with the holistic experience transformation vision.
• Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to enable well-informed future product planning.
  
  

Product Planning

• Establish the product roadmap and coordinate with key partners to manage product delivery and implementation timelines.
• Partner with other UDX Digital Product team to ensure product best practices, dependencies and integration points are considered during roadmap and release planning.
• Establish product backlog priorities for release and sprint planning, considering new capabilities, minor enhancements, and defect fixes.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.
  
  

EDUCATION:

• Bachelor’s degree required - Business, Technology, Digital Marketing, or Industrial Engineering preferred;
• Master’s degree preferred.
  
  

EXPERIENCE:

• 10 years in Product Management, Digital Marketing, E-Commerce, Digital Experience Design, Industrial Engineering, Technology, or related fields.
• Expert knowledge of large scale transformation initiatives
• Experience integrating marketing and experience technologies
• Experience leading, coaching, and developing teams
• Experience in large scale program planning and implementation
• Expert at stakeholder and partner management
• Experience with executive level communication,
• Demonstrated ability to drive work through collaboration and relationship building
• Excellent analytical, written and oral communication skills, and be able to explain complex concepts both concisely and simply
• Demonstrated ability to define and execute strategic initiatives
• ; or equivalent combination of education and experience.
  
  

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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