Description

Summary

The Opportunity

Hyatt Hotels Corporation seeks a Director of Product Management, Colleague and Personalization Enablement, to own the product strategy, roadmap, and delivery of digital capabilities that enable colleagues to deliver more personal, efficient, and context-aware service across on-property, contact center, and emerging guest personalization experiences. This leader will work in a highly matrixed organization that includes multiple business units and product teams across the enterprise. Working in close partnership with business leaders, this Director will identify areas of opportunity, develop product strategies across Digital channels and products, define success metrics, ensure stakeholder buy-in, and more. The role requires strong digital product leadership, comfort with ambiguity, experience translating enterprise strategy into colleague-facing products, and the ability to balance guest personalization, operational feasibility, data responsibility, and measurable business impact. The right candidate has CRM and digital product experience at large enterprises, ideally with experience working across physical, digital, and service environments. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best and fastest-growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

What sets us apart is our purpose-to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list since 2013. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We're proud to offer exceptional corporate benefits which include:
• Annual allotment of free hotel stays at Hyatt hotels globally
• Flexible work schedule
• Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
• Paid Time Off, Medical, Dental, Vision, 401K with company match

Who You Are

As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Wellbeing. You enjoy working with others, are results-driven, and are looking for a variety of opportunities to develop personally and professionally.

The Role

The Director of Product Management, Colleague and Personalization Enablement, owns the product strategy, roadmap, and delivery of digital capabilities that enable colleagues to deliver more personal, efficient, and context-aware service across on-property, contact center, and emerging guest personalization experiences. This leader will work in a highly matrixed organization that includes multiple business units and product teams across the enterprise. Working in close partnership with business leaders, this Director will identify areas of opportunity, develop product strategies across Digital channels and products, define success metrics, ensure stakeholder buy-in, and more. The role requires strong digital product leadership, comfort with ambiguity, experience translating enterprise strategy into colleague-facing products, and the ability to balance guest personalization, operational feasibility, data responsibility, and measurable business impact. The right candidate has CRM and digital product experience at large enterprises, ideally with experience working across physical, digital, and service environments.
• Translate enterprise personalization, service, loyalty, and operational strategies into clear product strategies, roadmaps, and measurable outcomes for colleague-facing digital capabilities.
• Lead, coach, and develop product managers and business analysts, building product craft, ownership, prioritization discipline, and strong cross-functional delivery habits.
• Maximize the value of assigned colleague enablement and guest personalization products, including CRM-related capabilities.
• Develop business cases and investment recommendations that connect product scope to guest personalization, colleague efficiency, loyalty, and measurable business value.
• Define product scope, phasing, MVP approach, success metrics, measurement plans, and ongoing product health monitoring.
• Build alignment across business and technology stakeholder groups and partners throughout discovery, delivery, launch, and optimization.
• Identify, validate, and prioritize colleague workflows and guest/customer moments where personalization can improve service, reduce manual effort, and drive loyalty or commercial impact.

Qualifications

Experience Required:
• Minimum 7+ years of Product Management Experience and 2-3 years in leading product teams in a highly matrixed organization.
• Experience owning colleague-facing, agent-facing, or operational products where adoption and workflow integration are critical.
• Demonstrated ability to lead product discovery, MVP definition, pilot/POC execution, phased rollout, and product optimization in a complex enterprise environment.
• Experience defining product strategies, including success metrics and measurement plans across adoption, efficiency, satisfaction, loyalty, and business impact.
• Strong stakeholder management experience in a highly matrixed organization.
• Microsoft Office, Teams, product management tools, analytics dashboards, collaboration tools, and AI-enabled productivity tools.

Experience Preferred:
• Hospitality, travel, loyalty, service, retail, or other high-touch customer experience background preferred.
• Experience incorporating AI technology and capabilities into customer-facing products.
• Bachelor's degree is ideal; work experience is the primary qualification.
• Experience with CRM, guest profile, contact center, workflow management, or service recovery platforms preferred.

The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that individuals tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.

We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.

The salary range for this position is $150,000 -185,000. This position is also eligible to earn an annual bonus.

The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.