Product Manager

Job Description

• Must be located in Ontario, Canada or U.S.A

Reporting to the VP of Product – Dining and supported by the Director of Dining (Partnerships & Product) the Manager of Dining & Nightlife is responsible for supporting efforts in identifying, improving, innovating, implementing and measuring operational and product improvements that drive to increase profitability, customer satisfaction and employee satisfaction.

The Manager of Dining (Product) role will own all strategic and tactical work required to successfully deliver Dining value proposition for Concierge and will support all key teams on Dining-related needs, as well as supporting all client-related needs in the Dining space.

This person will work cross-functionally with business units such as: Account Management, Service Delivery, Learning Solutions, Content Team and IT.

Key Responsibilities

• Build meaningful client relationships and has a key role in all client-initiated projects, launches and overall management within the Dining & Nightlife space.
• Partner with the client, VP and Director of Product & Partnerships and Dining Associate (direct report) to manage communications, content and deliverables for all client-related Dining projects; this includes internally & externally facing email communications and job aids for all client-related programs and events.
• Serve as a strategic partner and SME for the client, consistently and proactively identifying ways to evolve the service and improve the customer experience within Dining via Concierge capabilities and partnerships.
• Support all new Dining programs, offers or campaigns as required by the Client; this may include 40+ individual Dining events and activations per year; the Manager is responsible for owning the development of all Concierge-facing materials not provided by the client required to effectively operate and answer Card Member inquiries, develop and deploy all email communications and serve as key Point Of Contact for Service Delivery teams.
• Partner with Learning & Development team to review and update the Dining New Hire Training on a quarterly basis.
• Develop all dining-related refresher trainings (New Hire Refreshers, MODs / TLCs, holiday refreshers, tool refreshers) and facilitate sessions for the business on an on-going, ad hoc basis (based on Service Delivery availability and competing business priorities for the Manager)
• Manage development of product-specific tools & content to increase knowledge and improve the Lifestyle Concierge and member experience. This includes supporting the Content Associate with the management of all dining content in the Product Vault, Dining Directory (Aspire) and Dining Team content and processes in CHC (The Client tool). This also includes facilitating account creation for all Dining & Nightlife tools for New Hires (OpenTable, Tock).
• Support the review of all available data, inclusive of dining demand, trends and Voice of the Card Member (VoCM) to make ongoing recommendations on ways to enhance dining processes and servicing to better meet and exceed Card Member expectations, while always bearing in mind key KPIs and operational efficiencies.
• Oversee the Service Delivery Dining Team from a Product / Client Management perspective. Meet with SD dining leadership on a weekly basis to review key dining partner needs and processes, discuss internal process needs, barriers, etc.
• Project management – getting all internal players aligned on the process using project plans and collaborate cross functionally to roll out programs effectively and efficiently with peer and LC buy-in.

Knowledge, Skills & Competencies

• Extensive knowledge & understanding of global Fine Dining space and passion for food and hospitality.
• Experience in Concierge Servicing with key focus on Customer Experience.
• Excellent time management skills.
• Recognizes different audiences and level of detail necessary.
• Flexibility to manage multiple client demands and projects simultaneously.
• Effective in building personal relationships based on honesty and integrity.
• Ability to interact and partner with people on cross-functional teams.
• Ability to quickly grasp and then communicate complex concepts and ideas clearly through excellent written and oral communications.
• Can collect and analyze data to recommend actions.
• End-to-end project management.
• Ability to own and manage key projects across multiple internal departments to facilitate completion and reporting to client.
• Effectively motivates individuals through active listening and dialogue.
• Clearly sets expectations through mutually agreed upon goals and priorities.
• Leads by example through strong combination of compassion and high-performance standard/s expectations.
• Actively provides positive and constructive feedback in a timely manner.
• Does not shy away from difficult conversations or situations.

Work Experience & Qualifications

• Minimum of 5 years of business experience, preferably in a client-facing role.
• Minimum of 2-3 years' progressive experience, preferably in a contact center / customer relationship center.
• PC Skills: Word, PPT, Excel.
• Deep understanding of the Dining & Nightlife Concierge offerings and service delivery processes.
• Bachelor's Degree or equivalent work experience is required.
• Ability to communicate in English (Verbally and written) in a polished and professional manner is required.

Work Environment & Physical Requirements

• Work Environment & Physical Requirements (Brief description of office set up needs and physical requirements required to perform this job)
• Must have a dedicated, quiet, and private workspace free from distractions.
• Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.
• Some Travel required; based on business needs

Accessibility Commitment
Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.