IT Product Owner
Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
About Us
Royal Caribbean Group is the world’s largest cruise line, having a record-breaking year and launching not one but TWO brand new ships in 2025! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.
With our 3 brands Royal Caribbean International, Celebrity Cruises & Silversea we have ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe. No matter where our guests want to go, Royal Caribbean Group has a ship that can deliver a world-class vacation.
At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. You get to work both independently and as part of a collaborative and dynamic international team. We are passionate, we are innovative, and we are unstoppable.
Position Summary:
We are seeking a highly motivated and experienced IT Product Owner to join our team, supporting the Global Contact Centres. The successful candidate will play a crucial role in defining and delivering technology solutions that enhance our contact centre operations. Reporting directly to the IT Manager, the IT Product Owner will work closely with cross-functional teams to ensure that our products meet business needs and drive exceptional customer experiences.
Essential Duties and Responsibilities:
1. Work with the IT Manager to understand customer expectations, requirements and business values for platform features.
2. Develop and communicate a clear product vision and strategy for contact centre technologies that align with business goals and customer needs.
3. Maintain and prioritise the product backlog, ensuring alignment with strategic objectives and stakeholder requirements.
4. Engage with business stakeholders, including Contact Centre, Digital, Ecommerce, and IT teams to gather requirements, define features, and prioritise tasks.
5. Facilitate regular meetings with stakeholders to provide updates, gather feedback and ensure alignment on product goals.
6. Lead the development and implementation of contact centre solutions, working closely with development teams to deliver high-quality products on time and within budget.
7. Define user stories, acceptance criteria, and ensure that the development team has a clear understanding of requirements.
8. Track & Analyse product performance metrics to ensure that the solution meets business objectives and delivers value to users.
9. Identify areas for improvement and drive continuous enhancements to the product.
10. Stay up-to-date with industry trends and best practices to inform product strategy.
11. Create and maintain comprehensive product documentation, including user guides, release notes, and training materials.
12. Provide training and support to users to ensure successful adoption and utilisation of the product.
13. Facilitate effective communication between business units and IT to ensure alignment on priorities and objectives.
14. Ensure all contact centre technologies comply with relevant regulations, standards and best practices, aligning with the BISO’s / Data Privacy Teams.
15. Jointly lead, mentor and manage a team consisting of two Product Analysts, fostering a collaborative and high-performing work environment.
16. Set clear goals, provide regular feedback, and conduct performance reviews to ensure team members are motivated and aligned with organizational objectives.
17. Identify and manage cross-team dependencies to prevent impediments and foster collaboration.
18. Remain current with business industry and operational trends in order to advise and advocate solution approaches for systems and applications to meet growing business needs.
19. Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Qualifications:
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