Director, Travel Product Management

Purpose

The Director, Product Management, reports to the Vice President, Product & Revenue Management. The Director, Product Management will lead our tourism-focused product management function, with a primary focus on creating and refining travel Packages. This position is responsible for overseeing the management and performance of four key areas: (1) Package Development, to develop attractive travel packages and products; (2) Product Build, to administer our booking system and packages; (3) Yield and Inventory, to maximize seat and hotel availability and profitability; and (4) Continuous Improvement and Operational Excellence, including leading key initiatives and strategies to improve the overall guest experience across multiple business units.

The Director, Product Management must be a detail-oriented leader who continuously seeks out operational efficiencies. This position will work with internal and external teams and partners focusing on various strategies and initiatives through to completion. All strategies and initiatives must consider short (under 6 months), medium (6-24 months), and long (2-5 year) term goals.

A strong commitment to safety and operational standards is essential, including participating in and leading Emergency Operations under the Incident Command System (ICS).

Key Areas of Accountability

Package Development

• Lead the end-to-end development of destination-focused travel packages, to drive guest satisfaction and engagement with our Rocky Mountaineer product.
• Develop and modernize products and packages by analyzing market trends and customer feedback. Proactively assess trends, objections, and potential of various product elements.
• Discover new revenue opportunities and maximize existing revenue and profit streams.
• Collaborate with other commercial team leaders, develop and lead package development projects through to completion.
• Communicate with all internal stakeholders and drive consensus on new product opportunities when applicable, and clearly communicate changes to the internal audience.
• Represent Rocky Mountaineer at product trade shows and events to build industry presence.

Product Build

• Lead the Product Management team with a digital lens and always improve procedurally while being fiscally responsible and improving the guest experience.
• Oversee the build of our packages including multiple future operating seasons, promotions, price changes, and any other functions in this highly specialized unit.
• Own and be accountable for pricing structure in the reservation system ensuring third party package component profitability.
• Work cohesively with the Planning & Logistics & Guest Service teams to ensure all packages and components are executed flawlessly.

Inventory Management

• Design, build and implement strategies to maximize seat availability, revenue and hotel and attraction block health, ensuring consistent package availability and capture of commercial opportunities.
• Leverage Procurement and Destinations teams to maximize hotel block through strong partner relations and fiscally prudent procedures.
• Develop technology-based systems to improve hotel block management and ensure short, medium, and long-term operational strategy meets our ability to provide and implement such strategy.
• Support System Operations, Onboard and Destinations and other internal stakeholders.

Financial Management

• Own and be accountable to the VP, Product & Revenue Management for the overall Product Management budget to contribute to meeting or exceeding corporate KPI's, budget and people plan targets.
• Maximize revenue opportunities by leveraging on cost saving opportunities investigated/implemented whilst ensuring the overall guest experience is improved.

People Management

• Lead a large, diverse group and constantly develop and nurture engagement.
• Lead change initiatives and empower team members to take ownership and accountability for achieving individual, department, and corporate goals.
• Identify and pursue opportunities for the team keeping RM's core values and individual development foremost.
• Ensure respectful, honest, and transparent communication is always utilized both internally and externally.
• Hire and/or oversee the selection of new employees in conjunction with the management team to ensure appropriate quality standards.
• Manage team member performance and targets. Conduct formal performance reviews and aid development plans.
• Develop and implement service excellence, product knowledge and other training programs to continually improve the level of departmental performance.
• Oversee the scheduling for departmental staff timesheet submission for payroll.
• Oversee and approve familiarization trips for staff as required.

Continuous Improvement and Operational Excellence

• Identify current roadblocks from a systematic and collaborative lens and recommend/implement improvements.
• Ensure constant improvement of our guest experience by developing and delivering key initiatives in-line with our IT, financial and overall strategic goals and vision.
• Ensure cross-functional delivery of initiatives through various communication and collaborative streams.

Qualifications

Education/Certifications/Knowledge

• Completion of a diploma, undergraduate degree, ideally in Business or Tourism/hospitality, or equivalent combination of education and experience.

Experience

• 8-10 years of management experience within the tourism/hospitality industry.
• Experience leading small to large projects.
• Experience coaching, training and managing performance for large teams.
• Experience driving operational efficiencies in dynamic work environments.
• Demonstrated excellence in budgetary and fiscal objectives; preparing and managing budgets.
• Extensive experience and knowledge of travel reservations systems.
• Extensive experience with yield management / managing inventory and producing detailed analysis.

Skills

• Excellent verbal and written communication skills.
• Strong computer skills, including proficiency with Microsoft Office Suite and database software, Power Bi experience an asset.
• Ability to lead and motivate employees to achieve objectives including changes in processes and technology.
• Demonstrated effective judgement and decision-making skills including proven business maturity.
• Demonstrated planning and organizational skills to create work plans for others and coordinate multiple programs.
• Demonstrated ability to manage projects, strong change management orientation. Ability to lead programs from conception, to execution, to measuring results.
• Demonstrated ability to work within a fast-paced environment, managing multiple concurrent programs.

Attributes

• Strong interpersonal skills and ability to work effectively with diverse groups.
• Highly organized with strong attention to d.