Manager, Guest Services Products

**Job Number** 22160769

**Job Category** Information Technology

**Location** Canada Regional Office, 2425 Mathewson Blvd. E Suite 100, Mississauga, ONT, Canada VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management



**JOB SUMMARY**

The Manager, Enterprise Products Guest Service is responsible for supporting technologies that deliver guest services and support (e.g. Empower Guest Experiences and Empower Customer Engagement). This role will collaborate with business partners and technical teams to maintain a well-groomed product backlog of features to include refined user stories with solid technical solutions that are ready for development.

**CANDIDATE PROFILE**

**Required**
- Undergraduate degree or equivalent experience/certification
- Experience with Agile Development methodology and tools including JIRA.
- Skilled at converting business needs into technology requirements
- Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action
- Excellent communicator, both written and spoken. Must be able to explain product vision, business objective, technical feasibility, define requirements, and technical implementations
- Demonstrated ability to deliver results under challenging conditions, particularly when faced with complexity, ambiguity, and aggressive timelines

**Preferred**
- Experience with Salesforce Cloud
- Familiarity with Empower Salesforce implementation including Customer Engagement (CEC), Guest Experiences (GXP), and Sales (ARM)

**Education and Experience**
- Experience in Agile/Scrum software development practice

**CORE WORK ACTIVITIES**

**Technical Product Owner**
- With manager oversight, maintain a well-groomed product backlog of features to include refined user stories with solid technical solutions that are ready for development
- Help define new product features and optimizations of existing ones, and incorporate them into product roadmaps
- Support the definition of guest service product requirements and development of the product roadmap
- Provide clear vision and scope documentation, use cases, workflows, and wire-frames to support development
- Coordinate with support teams for defect resolution

- Provides technical expertise and support to persons inside and outside of the department
- Demonstrates knowledge of job-relevant issues, products, systems, and processes
- Demonstrates knowledge of function-specific procedures
- Keeps up-to-date technically and applies new knowledge to job

**Additional Responsibilities
- Proven ability to lead and work with cross-functional teams in support of specific business priorities with direction from manager
- Ability to solve problems quickly, think strategically, and drive data-driven decision making
- Ability to simultaneously manage multiple projects and aggressive timelines
- Strong interpersonal skills and success in cross-functional relationship-building at all levels, ability to drive consensus through influence and fact-based approach
- Effective written and oral communications skills with sensitivity to global communication needs
- Thrives in a fast-paced, entrepreneurial environment
- Demonstrates self-confidence, energy and enthusiasm in leading and influencing teams
- Proficiency in Office software products and digital collaboration tools

**MANAGEMENT COMPETENCIES**

**Leadership**
- **Adaptability** - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
- **Communication** - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
- **Problem Solving and Decision Making** - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
- **Professional Demeanor** - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
- **Strategy Development** - Develops business plans by exploring and systematically evaluating opportunities with the greatest potential for producing positive results; ensures successful preparation and execution of business plans through effective planning, organizing, and on-going evaluation processes.

**Managing Execution**
- **Building and Contributing to Teams** - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
- **Strategy Execution** - Ensures successful execution across of business plans designed to maximize customer satisfaction, profitability, and market share through effective planning, organizing, and on-going evaluation processes.
- **Driving for Results** - Sets high standards of perf