Product Manager - Digital Strategy & Customer Growth

The Product Manager owns the definition, configuration, and delivery of digital product features and guest journeys for The Venetian Resort Las Vegas. The role translates business requirements into validated, launch-ready functionality, manages end-to-end delivery and performance measurement, and improves the digital guest experience with measurable commercial outcomes.

What You’ll Own

• End-to-end ownership of assigned digital solutions and guest journeys, progressing business needs from ideation and requirements through development, testing, launch, and post-launch measurement and optimization.
• Execution and implementation of new business and technical processes needed to enable guest journeys, including reservation inclusion approach, dynamic web content solutioning, and related platform integrations.
• Observation and learning of internal and external user workflows to understand current business processes and identify where technology can improve them.
• Translation of business objectives and guest experience goals into clear feature and function artifacts, such as user stories, acceptance criteria, functional requirements, technical specifications, process flows, data mappings, and test plans.
• Creation, improvement, and maintenance of documentation, including a comprehensive view of digital guest journey touchpoints (content, timing, and journey rules), with proactive identification of gaps, redundancies, and optimization opportunities.
• Configuration, building, testing, and validation of product features and journey configurations across enterprise platforms including Adobe Experience Manager (AEM) Sites, Adobe Journey Optimizer (AJO), the Customer Data Platform (CDP), the React booking engine, and related systems for internal use and guest-facing experiences.
• Build and orchestration of guest journeys and touchpoints across email, SMS, push, and other direct channels across the resort, covering gaming, hotel, expo, entertainment, dining, and retail.
• Ensuring consistent personalization by applying guest segmentation, partnering with Brand Marketing for content direction and with the Web team on audience segmentation and web personalization requirements.
• Support phased onboarding of guest-facing platforms and use cases into the digital journey ecosystem.
• Drive ingestion and standardization of new non-member consent sources into centralized consent management and the CDP to enable downstream journey activation.
• Support foundational systems and platform transitions, including solution design for automated outbound messaging and guest assistance related to inbound inquiries.
• Coordination with development agencies, vendors, technology partners, and internal team members to scope work, define features, and prioritize the backlog.
• Partnership across CRM, guest journey, and eCommerce disciplines, including the Director of CRM Systems Optimization & Strategy, to support journey ownership and parallel-path delivery to increase digital roadmap velocity.
• Participation in product development meetings, including backlog grooming, sprint planning, design reviews, and user acceptance testing sessions, with occasional leadership as needed.
• Independent management of competing priorities across multiple concurrent projects and stakeholder groups, securing alignment on priorities and tradeoffs.
• Budget control for assigned initiatives, including tracking vendor estimates, level of effort, and change requests against approved funding.
• Definition, tracking, and reporting of measurable KPIs for each project and guest journey, including incremental revenue, cost savings, operational efficiencies, engagement, conversion, and guest experience measured through Likelihood to Return (LTR) or comparable survey metrics in partnership with Customer Analytics.
• Hands-on validation and analysis using testing and analytics tooling, including writing and modifying basic SQL queries to verify data flows and support decision-making.
• Delivery of written and verbal updates on project status, recommendations, risks, and results for audiences ranging from technical delivery teams to senior leadership.
• Acting as a subject matter expert on assigned platforms by maintaining working knowledge of vendor roadmaps, upcoming releases, and opportunities to adopt new capabilities.
• Use of AI tools to increase productivity and efficiency.
• Provide input into strategic plans to support company financial and guest experience objectives.

Required Qualifications

• 21 years of age.
• Proof of authorization or eligibility to work in the United States.
• Bachelor’s Degree from an accredited college (or equivalent experience) with a concentration in business, marketing, information systems, computer science, hospitality management, or a related field.
• Ability to obtain and maintain any certification or license required by law or policy.
• 5 years of previous experience in digital product management, business systems analysis, CRM and customer journey orchestration, or a comparable role delivering enterprise web, eCommerce, or marketing technology solutions, including a minimum of 2 years within the travel and hospitality sector.
• Demonstrated end-to-end ownership of digital solutions and managing multiple concurrent, cross-functional projects from requirements definition through development, testing, launch, and post-launch follow-up.
• Demonstrated experience building and launching customer journeys within a Customer Data Platform and journey orchestration tool (e.g., Adobe Journey Optimizer, Adobe Campaign, Adobe Real-Time CDP).
• Hands-on configuration and validation experience with an enterprise content management system such as Adobe Experience Manager, WordPress, or Drupal.
• Working experience across multiple domains, with breadth valued over depth, including combinations such as:
  • Platform commerce and booking engines: Shopify, Cendyn, ThinkReservations
  • Real time marketing and journey orchestration: Adobe Journey Optimizer, Salesforce Journey Builder, Klaviyo
  • CRM platforms: Microsoft Dynamics, Salesforce, HubSpot
  • Casino systems: ACSC, IGT, Konami
  • Lodging systems: Agilysys LMS, Oracle Opera, SynXis
• Ability to translate business requirements into technical specifications and partner with IT, engineering, development agencies, systems integrators, and third-party vendors to scope, prioritize, and deliver against timelines and budgets.
• Strong understanding of consent management, data privacy practices, and guest data governance across digital channels.
• Excellent analytical skills, including ability to leverage data and insights for continuous improvement and to write or modify basic SQL queries against platforms such as Google BigQuery, Tableau, or Microsoft Power BI.
• Working knowledge of testing and analysis tools such as Google Analytics, ContentSquare, or BrowserStack.
• Proficiency with product and project management tools such as Atlassian Jira, Asana, or Linear, including backlog management and sprint workflows, plus collaboration tools such as Lucid or Miro.
• Proven proficiency in written and oral communication in English, including documentation for technical audiences and presenting credibly to executive stakeholders at the SVP and C-level.
• Ability to influence change while maintaining high standards and collaborating across the organization, leading through partnership rather than direct authority.
• Ability to operate independently, stay organized, and manage competing priorities with minimal supervision.
• Requires a medium to advanced level of Excel, Word, and PowerPoint, along with strong working knowledge of analytics.
• Strong interpersonal skills to communicate effectively with guests and team members across backgrounds and experience levels.
• Flexibility with working hours based on project needs and go-live timing, including nights, weekends, and holidays.

Technologies

• Adobe Experience Manager (AEM), Adobe Journey Optimizer (AJO), Customer Data Platform (CDP), Adobe Campaign, Adobe Real-Time CDP
• React booking engine, React, email, SMS, push, eCommerce
• WordPress, Drupal, Shopify, Cendyn, ThinkReservations
• Salesforce Journey Builder, Klaviyo, Microsoft Dynamics, Salesforce, HubSpot
• ACSC, IGT, Konami, Agilysys LMS, Oracle Opera, SynXis
• Google BigQuery, Tableau, Microsoft Power BI, Google Analytics, ContentSquare, BrowserStack
• Atlassian Jira, Asana, Linear, Lucid, Miro, SQL, Excel, Word, PowerPoint

Location

Las Vegas, NV (Onsite)

Physical Requirements

• Lift or carry 10 pounds unassisted in the performance of specific tasks as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment; work indoors and be exposed to environmental factors including CRT, noise, dust, and cigarette smoke.

Standards of Conduct

All The Venetian Resort Team Members are expected to conduct themselves professionally at all times and follow the company’s standards, work requirements, and rules of conduct.