Remote Senior Program Manager (Guest Data & Experience)
 Remote
  Contract
Our client is a prominent Global leader in the hospitality industry, dedicated to delivering exceptional guest experiences with over 1,000 subsidiaries and affiliated brands. With a commitment to innovation and personalized service, we are seeking a skilled Sr. Program Manager to oversee guest services data and consent data, ensuring compliance and driving initiatives that enhance our guests’ interactions.
This is a remote role but candidates local to Chicago, IL preferred.
As the Sr. Program Manager (Guest Data & Experience), you will be instrumental in shaping and managing the data landscape related to guest interactions within our hospitality business. This role requires a strategic thinker with a keen focus on guest experience, data privacy, and compliance.
Key Responsibilities Include
Program Leadership:
- Lead the planning, execution, and monitoring of programs related to guest services data and consent management.
- Ensure alignment with regulatory requirements and industry best practices.
- Work closely with 3rd party partner to implement and integrate consent management system over a multi-year highly dynamic project portfolio.
Data Governance:
- Develop and implement robust data governance strategies for guest services data.
- Oversee data quality, accuracy, and compliance with data protection regulations.
Consent Management:
- Spearhead initiatives related to guest consent, preference management, and related person-level data.
- Close partnerships with legal, data, marketing, compliance, resources.
- Collaborate with legal and compliance teams to ensure adherence to data privacy laws.
Cross-Functional Collaboration:
- Collaborate with various teams, including guest services, IT, legal, and marketing, to align program goals with organizational objectives.
- Coordinate working teams to advance initiatives related to guest data and consent management.
Stakeholder Engagement:
- Engage and manage relationships with stakeholders at different levels.
- Ensure clear communication, manage expectations, and proactively address concerns.
Risk Management:
- Identify potential risks and challenges within guest services data programs.
- Develop mitigation strategies and implement contingency plans.
Performance Tracking and Reporting:
- Establish metrics for evaluating program performance.
- Track key performance indicators (KPIs) and generate reports to provide insights for decision-making.
- Utilization of Confluence and Smartsheet for project management and tracking.
Qualifications:
- Bachelor’s degree in a relevant field preferred but not required.
- 5+ years of experience in program management, preferably in hospitality, retail, or ecommerce industries.
- Strong understanding of data governance, privacy regulations, and consent management.
- Must have experience partnering closely with legal and marketing teams.
- Experience with technology and ability to facilitate communication between business and technology teams.
- Experience working in an Agile environment (e.g., user stories, iterative development, scrum teams, sprints, personas).
- Ability to lead a body of work with cross-functional partners.
- Strong leadership and project management skills.
- Effective communication and interpersonal skills paired with the ability to present data and dashboards to business stakeholders.
- Familiarity with relevant technology tools and data analysis.