Product Manager, Loyalty Program & Roadmap

The Product Manager is responsible for defining, developing, and delivering products and initiatives within Carnival’s loyalty ecosystem. This role owns the end-to-end program roadmap, manages cross‑functional execution across multiple workstreams, ensures operational, risk, and compliance readiness, and drives ongoing optimization post‑launch. The role serves as the central bridge between business stakeholders, technology teams, analytics, legal/compliance, and external partners to ensure scalable, compliant, and secure loyalty experiences, including promotions and member-facing benefits.

Essential Functions:

• Product Ownership & Delivery Support: Serve as the day-to-day program owner and subject-matter expert for Loyalty features, promotions, and capabilities. Drive execution of the roadmap by prioritizing work across initiatives, balancing business value, risk, compliance, and operational readiness.  Partner with leadership to establish success metrics, governance guardrails, and clear ownership across teams.

• Product Development Execution: Lead cross-functional delivery from approved requirements through release, managing scope, dependencies, and timelines.  Translate business and program needs into user stories and acceptance criteria that reflect compliance, fraud, and financial controls.  Proactively identify delivery risks and drive mitigation plans across Technology, Analytics, Operations, and external partners.

• Testing & Quality Assurance (UAT Execution): Own UAT strategy and execution for features and promotions, ensuring functional accuracy, data integrity, and rule compliance. Validate loyalty earn/burn logic, eligibility, financial impacts, and fraud-prevention scenarios prior to release. Coordinate defect triage and resolution while enforcing formal readiness and sign-off standards.

• Testing & Quality Assurance (UAT Execution):  Own UAT strategy and execution for features and promotions, ensuring functional accuracy, data integrity, and rule compliance. Validate loyalty earn/burn logic, eligibility, financial impacts, and fraud-prevention scenarios prior to release. Coordinate defect triage and resolution while enforcing formal readiness and sign-off standards.

• Go-To-Market & Launch Readiness: Coordinate end-to-end launch readiness across systems, channels, operations, and customer support teams.  Ensure marketing materials, terms, disclosures, and processes are approved and compliant prior to launch.  Define contingency, rollback, and escalation plans to manage launch risk.

• Operational Support & Issue Management:  Act as the primary escalation point for post-launch issues, overseeing impact assessment and prioritization.  Partner with DevOps, Technology, and Analytics to resolve defects and stabilize production issues.  Maintain clear documentation, decision logs, and system behavior references to support operations.

• Troubleshooting, Monitoring & Insights: Investigate gaps between expected and actual program outcomes through data analysis and cross-team collaboration. Support monitoring, alerts, and reporting to surface anomalies, compliance risks, or fraud indicators.  Use insights to recommend process, control, or system improvements that strengthen program performance and scalability.

Knowledge, Skills & Abilities:

• Scope: Responsible for end‑to‑end execution of Loyalty product and program initiatives across feature delivery, User Acceptance Testing, launch readiness, and post‑launch support. Operates within leadership‑defined strategy while managing timelines, dependencies, risk, and compliance requirements to ensure scalable, high‑quality delivery across the loyalty ecosystem.

• Problem solving:  Resolves moderately to highly complex product, data, and technical issues by diagnosing gaps between expected and actual outcomes, assessing operational, financial, and member impact, and coordinating cross‑functional teams to drive resolution. Applies structured analysis, risk assessment, and appropriate escalation to mitigate compliance, fraud, or custo