Product Manager

Are you ready to redefine how millions engage with a leading global travel and leisure brand? This pivotal role offers the chance to drive innovation in digital communication, directly shaping seamless and intuitive experiences that empower guests throughout their vacation journey. You will be instrumental in crafting the future of guest interaction, impacting satisfaction, operational efficiency, and business outcomes across web and mobile platforms.

About Our Partner

Aquent is proud to partner with a global leader in entertainment and experiences, renowned for crafting immersive digital journeys across its premier vacation brands. This organization stands at the forefront of digital engagement in the travel and leisure industry, shaping how millions interact with beloved brands and contributing to groundbreaking technology solutions that enhance every aspect of the guest journey. As a vital partner to this innovative team, Aquent is seeking exceptional talent to drive forward their mission.

About the Role

Join a dynamic team dedicated to crafting seamless and intuitive digital experiences for millions worldwide. In this impactful role, you will be a visionary and driven individual, instrumental in developing and enhancing communication capabilities that empower guests to discover information, receive support, and self-service their needs throughout their vacation planning journey. Your contributions will directly impact guest satisfaction, operational efficiency, and business outcomes, driving innovation across web and mobile platforms. This is an opportunity to lead, innovate, and collaborate, significantly contributing to the success of a world-renowned brand.

What You Will Do

• Champion the digital guest experience by advocating for guest needs and delivering seamless, intuitive communication and support experiences across web and mobile platforms.
• Support and execute product strategies for guest-facing communication capabilities, including live chat, digital messaging, self-service experiences, contact and case submission workflows, AI-enabled support solutions, and content.
• Partner with business, technology, operations, and guest services teams to identify opportunities that improve guest engagement, reduce friction, and increase self-service adoption.
• Assist with evaluating emerging technologies, conversational AI solutions, virtual assistants, agent-assist capabilities, and automation opportunities through pilots, proof-of-concepts, and product experimentation.
• Translate product strategy into clearly prioritized user stories, business requirements, acceptance criteria, process flows, and testing scenarios.
• Manage and maintain product backlogs, supporting prioritization decisions, sprint planning, backlog refinement, and release readiness activities.
• Collaborate with UX, content strategy, accessibility, and engineering teams to ensure experiences align with product vision, guest expectations, and quality standards.
• Support A/B testing, user research, analytics reviews, and behavioral analysis to identify opportunities for continuous improvement.
• Monitor product performance and operational metrics, leveraging guest feedback, support trends, and analytics to inform roadmap recommendations.
• Contribute to executive presentations, product reviews, and stakeholder communications to build alignment and support product initiatives.
• Support product launches, operational readiness activities, content configuration, and ongoing maintenance to ensure successful delivery and uptime of digital experiences.
• Utilize AI-enabled productivity tools and workflows, such as Copilot, Claude, Cursor, and similar technologies, to improve product documentation, research, analysis, and delivery efficiency.

Required Skills & Experience

• Minimum of 4 years of experience delivering digital products, customer self-service capabilities, marketing and eCommerce experiences, or consumer-facing technology solutions.
• Bachelor's degree in a relevant field and/or equivalent professional experience.
• Strong ability to solve problems in ambiguous environments, navigate changing priorities, and collaborate effectively across diverse stakeholder groups.
• Demonstrated analytical and quantitative skills, with the ability to leverage data, customer feedback, and operational metrics to support product decisions.
• Experience writing user stories, business requirements, acceptance criteria, and managing product backlogs using tools such as Jira and Confluence.
• Ability to define MVPs, prioritize work, and manage iterative product delivery.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Experience partnering with UX, engineering, operations, and business teams throughout the product lifecycle.
• Familiarity with content management systems, service integrations, APIs, and digital experience platforms.
• Experience working with distributed and international teams.

Preferred Skills

• Experience working on customer communication, support, service, engagement, or conversational experiences.
• Experience leveraging AI-enabled product development tools such as Microsoft Copilot, Claude, Cursor, Gemini, ChatGPT, or similar technologies.
• Strong product sense for consumer-facing digital experiences and understanding of what drives customer engagement and satisfaction.
• Familiarity with A/B experimentation, hypothesis-driven development, and product discovery methodologies.
• Experience conducting competitive analysis, customer research, and usability testing.
• Agile, Scrum, SAFe, or Product Management certifications.