Remote Senior Program Manager (Guest Data & Experience)

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 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.
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