Senior Digital Product Manager, Guest Engagement

Location: Scottsdale, Arizona, United States; four days onsite in a hybrid schedule at the N. Scottsdale office. The role may require travel up to 25% to observe contact center operations, collaborate with cross-functional teams, and test capabilities on-property or across the Guest journey.

Company

hirify.global is a large lodging franchisor operating 7,500 hotels in 45+ countries and territories, with technology, eCommerce, and customer service organizations in Scottsdale.

What you will do

• Manage a portfolio of Guest Engagement products and projects aligned with enterprise objectives.
• Represent Guests, agents, and Owners in Agile ceremonies and translate strategy into product concepts, user stories, and prioritized backlogs.
• Develop agent tools, knowledge sources, AI chat, SMS, contact forms, self-service flows, and assisted-service connection points across desktop, mobile web, iOS, and Android.
• Partner with UX, engineering, contact center operations, data and analytics, AI and automation, brand, and product teams.
• Help shape the long-term strategy and roadmap for digital customer care, self-service, agent assist, and knowledge management.
• Analyze contact center and digital engagement data, competitive experiences, hospitality trends, and customer care expectations; report recommendations and maintain KPI scorecards.

Requirements

• 3–5 years of experience as a product manager, product owner, business analyst, or similar role in e-commerce, digital customer experience, customer service technology, or contact center technology.
• Experience building or improving digital customer service, Guest engagement, self-service, or omnichannel support experiences.
• Strong understanding of web, mobile, APIs, integrations, data, and emerging AI or automation technologies.
• Experience with Agile/Scrum methodologies and tools such as Rally, Jira, and Confluence.
• Ability to evaluate digital product success through adoption, usage, satisfaction, operational efficiency, and business impact.
• Ability to manage multiple high-priority efforts, make decisions under ambiguity, and balance speed with data-supported decisions.
• Strong business and technical acumen, curiosity, and collaboration skills.
• Bachelor’s degree or equivalent experience.
• This role is not eligible for visa sponsorship.

Nice to have

• Experience in travel, transportation, or hospitality.
• Experience modernizing CRM, case management, agent desktop, knowledge management, or contact center workflows.
• Experience with agent assist, dynamic knowledge bases, conversational AI, AI chat, SMS, online contact forms, routing, escalation, and omnichannel care.
• Experience building Guest-facing self-service across desktop, mobile web, iOS, and Android, including handoffs to human support.
• Familiarity with contact center metrics including handle time, first contact resolution, containment, deflection, transfer and escalation rates, CSAT/NPS, and knowledge article effectiveness.
• Experience balancing cost-to-serve improvements with customer value and positive outcomes for franchisees and Owners.

Culture & Benefits

• Individual contributor role with no direct reports, reporting to the Senior Director, Product Management.
• Competitive compensation and medical, dental, and vision coverage.
• Paid leave and time off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
• Retirement and health savings benefits, employee recognition programs, and discounts at Choice hotels worldwide.
• Values include welcoming and respecting everyone, being bold and quick, listening, curiosity, and integrity.