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At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
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JOB SUMMARY
The Product Manager – Hotel Onboard Apps is responsible for a set of specific shipboard, hotel applications as it relates to overall product strategy, business relationships and day-to-day management of onboard hotel digital applications supporting guest experience and shipboard hotel operations. This role drives resolution of tier-2 issues or fixes that require cross-collaboration/planning with other technical teams or business stakeholder decisions. The role will oversee management of business requests, resource capacity to manage requests, prioritization of initiatives, and vendor relationship to deliver the approved product roadmap. This role collaborates with Global Technology Organization’s PMO, product, platform and engineering teams, business stakeholders and vendors to manage scope, understand business cases, quantify expected outcomes, validate quantifiable assumptions and monitor key performance metrics for their product portfolio. The Product Manager – Hotel Onboard Apps is the direct point of contact for business leadership and vendor support to validate that the application is functioning as intended and meeting the demands of the business organization. The role owns the full product lifecycle from ideation through delivery, adoption, and continuous optimization. The Product Manager – Hotel Onboard Apps will be responsible for a team of resources to manage the detailed scope of the role.
DUTIES & RESPONSIBILITIES
Own and manage the product vision, strategy, and roadmap for onboard applications, including guest facing and hotel operations.
Partner with Hotel Operations and Guest Experience stakeholders to define requirements and priorities.
Manage vendor relationships, including roadmap alignment and issue escalation.
Design and management of application functionality scorecard. Distribution of regular updates within GTO and to business stakeholders on agreed upon KPIs to monitor overall application performance for both technical and functional metrics.
Support incident and defect resolution for onboard operational issues.
Ensure compliance with IT security, data, and governance standards.
Drive continuous improvement based on feedback and performance data.
Management of all product backlog requests and prioritization based on agreed-upon criteria
General recurring understanding of market options that may offer competing product solution, manage high-level product comparison heat map
Proactively offer business stakeholders with opportunities to enhance product functionality within resource and financial thresholds
Management of vendor relationships, including recurring strategy touchpoints to ensure visibility of both internal and external product enhancements.
Contribute to strategic decision making ensuring cross-functional collaboration and alignment across teams they lead
Provide clear direction, mentorship, and guidance to Product Leads in their reporting structure to ensure effective execution of product strategy across teams and initiatives
Ensure KPIs and Analytics are considered when defining and delivering a new feature
Ensure thorough documentation of product features, user stories, and technical specifications
Oversight of the management of relevant shipboard IT Assets (hardware & software) in support of application functionality.
In collaboration with the PMO team, gather all requirements for major system changes, enhancements and upgrades
Liaison with IT Infrastructure on strategy and approach for application configurations, growth and compliance with ITA & Cybersecurity standards
Oversight of annual budget inputs for all cost estimates required to deliver approved roadmap vision
Oversight of monitoring of all system interfaces that are required to support application functionality
Coordinate change management, delivery, testing, deployment, and release activities.
Management of defect resolution queue for assigned applications
Collaborate with Ship Application Production support, IT NOC and other relevant teams for all P0/P1 issues that may arise and have impact to regular operations
QUALIFICATIONS
DEGREE TYPE:
Bachelor's Degree
FIELD(S) OF STUDY:
Computer Science, Management Information Systems, Business Administration, Project Management or related field.
EXPERIENCE
7+ years experience working in a technology environment, involved in strategic thinking related to how to advance the organization’s technology footprint and capabilities.
3+ years management experience leading a team/department of 5 or more employees.
Minimum of 3 years of experience in product ownership and/or product development, preferably in a digital environment.
Experience with guest-facing or operational systems.
Experience collaborating with cross-functional teams and managing stakeholder relationships.
Proven experience in reporting to executive leadership.
Experience in managing complex environments with multiple dependencies.
Familiarity with Agile or hybrid delivery methodologies.
PREFERRED:
Experience supporting distributed environments including shipboard or hotel operations.
Experience managing vendor-delivered systems and integration partnerships.
Exposure to SPMS (Shipboard Property Management System), e.g. Fidelio or Otalio, guest-facing systems and casino technology platforms.
COMPETENCIES & SKILLS
Ability to lead, coach, and develop high-performing product teams.
Strong understanding of enterprise system architecture and integration principles.
Technical acumen to understand infrastructure required to support software applications.
Ability to balance operational stability with innovation and modernization initiatives.
Effective stakeholder management and cross-functional collaboration skills.
Strong analytical and decision-making capabilities in complex technical environments.
Knowledge of IT governance, risk management, security, and audit controls (e.g., SOX/ITGC where applicable).
Ability to manage multiple initiatives and shifting priorities in a fast-paced, operationally driven environment.
Clear and effective communication skills with technical and non-technical stakeholders.
ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.
LEARN MORE ABOUT OUR COMPANY:
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Brand Overview
Norwegian Cruise Line
Oceania Cruises
Regent Seven Seas Cruises
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EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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