Director Product Management, Owner & Operator Portal

The Director, Product Management – Owner & Operator Portal owns the vision, strategy, roadmap and execution for IHG’s AI-enabled Owner & Operator Portal – the single intelligent destination for owners and operators to access services, data and support. The Director leads product delivery across a multi-surface experience environment (web portal, mobile, owner-facing AI agent, notifications and communications), currently built on the Salesforce ecosystem and frontier AI solutions. The Director brings a technology-agnostic perspective – versed in the broader landscape of experience-enabling platforms and AI assistant capabilities – and recommends the best-fit approach for the product. The Director works deeply with cross-functional stakeholders across the owner lifecycle to understand business processes, define value-enabling capabilities and the underlying data model, and leads a team of Business Analysts and a Data Visualization Manager, as well as delivery partners responsible for creating and implementing the product.

Your Day to Day

• Owns and develops the product vision, strategy and roadmap for the Owner & Operator Portal that is scalable across regions, brands and personas, and ensures the use of industry and enterprise technology standards.
• Translates platform direction and frontier AI innovation – across Salesforce (e.g. Agentforce) and the broader market of experience platforms and AI assistants – into business value and serves as a key advisor to stakeholders, providing new research and innovative approaches.
• Accountable for the development of business cases and value-enabling capabilities, with the ability to influence senior leadership, business partners, and cross-functional stakeholders across the owner lifecycle on prioritization and adoption of product capabilities, and drive the solution to completion.
• Research and evaluate, or provide direction to others researching and evaluating, frontier AI solutions, AI assistant capabilities and experience-enabling technologies coming to market – technology agnostic, within and beyond the current platform stack – and their potential application to the portal roadmap and business plans.
• Analyzes business processes and owner/operator journeys from end to end across the multi-surface experience, including the underlying data model, partnering with technology and business colleagues as appropriate.
• Provides guidance and enterprise‐wide influence leading to experiences that are valuable, well engineered, operable, scalable, and delivered on schedule; directs User Acceptance Testing and release readiness.
• Leads a team of Business Analysts and a Data Visualization Manager; advises in decisions regarding delivery partnerships, vendor selection and statements of work.

What We Need from You

• Bachelor's or Master's Degree in a relevant field of work or an equivalent combination of education and work related experience.

• Typically a minimum of 10+ years of progressive product management experience with demonstrated proficiency leading digital experience products, platform ecosystems and cross-functional delivery teams.

• Mastery of product management for experience platforms, technology agnostic across the landscape of experience-enabling and AI assistant capabilities, with deep working expertise in the Salesforce ecosystem and strong knowledge of the capabilities and constraints of the technologies supported.

• Expert understanding of multi-surface experience environments (web portal, mobile, AI agent, notifications) and of the business processes, value-enabling capabilities and data models that underpin them.

• Champion engineering process disciplines (e.g., Scrum, Agile, Kanban, ITIL).

• Champion responsible AI practices and governance (e.g. Einstein Trust Layer usage, responsible‐AI review, data grounding).

• Required Skills:

• Platform Focused (current stack – Salesforce):

• Experience Cloud (owner/operator portals)

• Agentforce (agents, topics, actions, guardrails)

• Data Cloud (identity resolution, data grounding)

• MuleSoft / API-led integration

• CRM data models (owner, hotel and account 360)

• Flow and platform automation

• Security, sharing and access management

• Release, environment and DevOps practices

• Enterprise Integration Patterns

• Knowledge management and personalization

• Data Focused:

• Data model design and governanc

• Data Design Principles and Best Practices

• Reporting and Analytics Design Platforms

• Data platforms knowledge for data residency decisions (Salesforce Data Cloud, GCP/BigQuery)

• BI tools (Tableau, Tableau Next)

• Value and adoption analytics

• Decision Science Experience, Including Machine Learning, Artificial Intelligence and agentic/LLM solutions

• Predictive insights and personalization

• Master Data Management Applications

Preferred Skills

• Experience Focused (technology agnostic):
• Multi-surface experience design (web, mobile, AI agent)
• Frontier AI / agentic and AI assistant solutions (e.g. Agentforce, conversational AI platforms, LLM-based assistants)
• Owner and operator self-service
• Knowledge and content experience
• Business process mapping
• Value case development and adoption measurement
• Reporting and Analytics
• Data Focused:
• Hospitality owner and hotel data

Travel 10%

Location - Our hybrid work structure is an exception of three (3) days in the ATLANTA office. This expectation may be adjusted to evolve with the changing needs of the business.

#LI-DH