About this role
Position Overview
The primary responsibility of the Product Manager is to own the definition, configuration, and delivery of digital product features and guest journeys across The Venetian Resort's guest-facing technology platforms – including Adobe Experience Manager (AEM), Adobe Journey Optimizer (AJO), the Customer Data Platform (CDP), the booking engine, the mobile app, and other connected platforms – translating business needs into validated, launch-ready functionality that improves the digital guest journey and delivers measurable commercial results.
The Product Manager takes full ownership of assigned solutions, guest-facing digital flows, and communication programs across web, email, SMS, push, and eCommerce, from requirements through launch and post-launch optimization – defining audience logic, personalization needs, and technical solutioning and integration needs; managing QA and testing; and driving work to go-live. Working side-by-side with the Director – CRM Systems Optimization & Strategy and cross-functional partners, the role expands delivery capacity and accelerates the pace of the digital roadmap.
All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
Essential Duties & Responsibilities
- Own assigned digital solutions and guest journeys end-to-end, carrying business problems from ideation and requirements through development, testing, launch, and post-launch measurement and optimization.
- Own the execution and implementation of new business and technical processes required for guest journey enablement (e.g., reservation inclusion approach, dynamic web content solutioning, and related platform integrations).
- Observe, shadow, and learn the tasks and roles performed by internal and external users to understand how business processes function today and where technology can improve them.
- Translate business objectives and guest experience goals into feature and function artifacts – including user stories, acceptance criteria, functional requirements, technical specifications, process flows, data mappings, and test plans – that can be understood by a wide range of developers, testers, and business stakeholders.
- Create, improve, and maintain documentation, including a comprehensive view of digital guest journey touchpoints (content, timing, and journey rules), keeping artifacts current as platforms and processes evolve and proactively identifying gaps, redundancies, and optimization opportunities.
- Configure, build, test, and validate product features and journey configurations across enterprise platforms including Adobe Experience Manager (AEM) Sites, Adobe Journey Optimizer (AJO), the Customer Data Platform (CDP), the React booking engine, and related internal and guest-facing systems.
- Build and execute guest journeys and touchpoint orchestration across email, SMS, push, and other direct channels, spanning all aspects of the resort, including gaming, hotel, expo, entertainment, dining, and retail.
- Ensure consistent personalization based on guest segmentation, partnering with Brand Marketing on content direction and with the Web team on audience segmentation and web personalization requirements.
- Support the phased onboarding of guest-facing platforms and use cases into the digital journey ecosystem. This builds on platforms already onboarded (Loyalty Website, Mobile App, etc.) and extends the roadmap to new platforms. It also adds new guest experience and operational use cases such as guest notifications and operational messaging.
- Drive the ingestion and standardization of new non-member consent sources into the centralized consent management solution and the CDP, enabling downstream journey activation.
- Support foundational systems and platform transitions, including solution design for both automated outbound messaging and guest assistance on related inbound inquiries.
- Coordinate with development agencies, vendors, technology partners, and internal team members to scope work, define features, and prioritize the backlog.
- Partner across CRM, guest journey, and eCommerce disciplines – including the Director – CRM Systems Optimization & Strategy – on ownership of journeys and workstreams and parallel-path delivery, increasing the overall velocity of the digital roadmap.
- Attend, participate in, and occasionally lead product development meetings including backlog grooming, sprint planning, design reviews, and user acceptance testing sessions.
Additional Duties & Responsibilities
- Manage competing priorities across multiple concurrent projects, journey workstreams, and stakeholder groups with a high degree of independence and organization, securing alignment on priorities and tradeoffs when needed.
- Maintain budget control over assigned initiatives, including tracking vendor estimates, level of effort, and change requests against approved funding.
- Define, track, and report measurable KPIs for each project and guest journey – including incremental revenue, cost savings, operational efficiencies, engagement, conversion, and guest experience as measured through Likelihood to Return (LTR) or comparable survey metrics – partnering with Customer Analytics on evaluation.
- Perform hands-on validation and analysis using testing and analytics tooling, including writing and modifying basic SQL queries to verify data flows and support decision making.
- Prepare and deliver written and verbal updates on project status, recommendations, risks, and results to audiences ranging from technical delivery teams to senior leadership.
- Serve as a subject matter expert on assigned platforms, maintaining working knowledge of vendor roadmaps and upcoming releases and identifying opportunities to adopt new capabilities.
- Leverage AI tools to increase productivity and efficiency.
- Provide input into strategic plans to assist in achieving company financial and guest experience objectives.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Company Standards of Conduct
All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.
Additional Duties & Responsibilities
Minimum Qualifications
- 21 years of age.
- Proof of authorization/eligibility to work in the United States.
- Bachelor's Degree from an accredited college (or equivalent experience) with a concentration in business, marketing, information systems, computer science, hospitality management, or a related field.
- Must be able to obtain and maintain any certification or license, as required by law or policy.
- 5 years previous experience in digital product management, business systems analysis, CRM and customer journey orchestration, or a comparable role delivering enterprise web, eCommerce, or marketing technology solutions, including a minimum of 2 years within the travel and hospitality sector.
- Demonstrated experience providing end-to-end ownership of digital solutions and managing multiple concurrent, cross-functional projects from requirements definition through development, testing, launch, and post-launch follow-up.
- Demonstrated experience building and launching customer journeys within a Customer Data Platform and journey orchestration tool (e.g., Adobe Journey Optimizer, Adobe Campaign, Adobe Real-Time CDP).
- Hands-on configuration and validation experience with an enterprise content management system such as Adobe Experience Manager, WordPress, or Drupal required.
- Working experience across several of the following domains required, with breadth across disciplines valued over depth in any single platform commerce and booking engine technology (Shopify, Cendyn, ThinkReservations); real time marketing and journey orchestration systems (Adobe Journey Optimizer, Salesforce Journey Builder, Klaviyo); CRM platforms (Microsoft Dynamics, Salesforce, HubSpot); casino systems (ACSC, IGT, Konami); lodging systems (Agilysys LMS, Oracle Opera, SynXis).
Minimum Qualifications
- Ability to translate business requirements into technical specifications and to partner directly with IT, engineering, development agencies, systems integrators, and third party vendors to scope, prioritize, and deliver work against agreed timelines and budgets.
- Strong understanding of consent management, data privacy practices, and guest data governance across digital channels.
- Excellent analytical skills and the ability to leverage data and insights to make informed decisions and drive continuous improvement, including the ability to write and modify basic SQL queries against data and analytics platforms such as Google BigQuery, Tableau, or Microsoft Power BI.
- Working knowledge of testing and analysis tools such as Google Analytics, ContentSquare, or BrowserStack.
- Proficiency with product and project management tools such as Atlassian Jira, Asana, or Linear, including backlog management and sprint workflows, and with collaboration tools such as Lucid or Miro.
- Must have proven proficiency in written and oral communication in English, with the ability to produce documentation for technical audiences and to present clearly and credibly to executive stakeholders at the SVP and C-level.
- Must be able to influence change while maintaining high standards, collaborating across all levels of the organization and leading through partnership rather than direct authority.
- Must be able to operate independently, stay organized, and manage competing priorities across numerous projects, meetings, and stakeholders with minimal supervision.
- Requires a medium to advanced level of Excel, Word and PowerPoint and a strong working knowledge of analytics.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be flexible with working hours based on project needs and go-live timing, and able to work varied shifts, including nights, weekends and holidays.
Physical Requirements
Must be able to
- Lift or carry 10 pounds, unassisted, in the performance of specific tasks, as assigned.
- Physically access all areas of the property and drive areas with or without a reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
- Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Ability for prolonged periods of time to walk, stand, stretch, bend and kneel
- Work in a fast-paced and busy environment.
- Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.