Senior Director, Mobile Applications

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At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

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Job Summary

The Senior Director, Mobile Applications is responsible for enterprise-wide execution and operational excellence of all branded mobile applications across the full guest journey. This role leads Research, Design, Experimentation, Product Management, and Front-End Technology for mobile platforms supporting acquisition, pre-cruise, onboard, post-cruise, and offline experiences. The Senior Director is accountable for translating stakeholder-defined product priorities into high-quality, scalable, and reliable mobile solutions through disciplined execution of the software development lifecycle (SDLC). The Senior Director oversees budgets, planning, stakeholder alignment, and delivery of projects, enhancements, and maintenance initiatives while managing a hybrid model of internal teams and managed service provider (MSP) partners. This role ensures innovation, scalability, and measurable business value while driving AI adoption and future AI product integration within the mobile ecosystem. This role consults to and understands, but does not own, mobile product strategy, prioritization, or business performance metrics, but is accountable for delivery excellence, technical integrity, release predictability, and operational performance of mobile platforms.

Position Responsibilities

• Partner with stakeholders to translate mobile product strategies and priorities into executable delivery roadmaps.
• Provide input to inform feasibility, sequencing, capacity planning, and dependency management.
• Lead multidisciplinary teams spanning Product Management, UX/UI Design, Research, Front-End Engineering, Release Management, and Experimentation functions.
• Oversee delivery of all mobile initiatives including large-scale projects, feature enhancements, experimentation programs, and production maintenance.
• Own and continuously improve the end-to-end mobile SDLC, including intake, estimation, sprint execution, release management, and post-release support.
• Ensure predictable, transparent, and measurable delivery performance across internal and MSP teams.
• Partner with key stakeholders to inform the full mobile guest journey strategy, ensuring seamless experiences from acquisition through post-cruise engagement, including offline functionality.
• Partner closely with Core Services/Back-End teams and upstream systems (e.g., Reservation Systems, Shipboard Property Management Systems (SPMS), and enterprise platforms) to ensure integration alignment and data continuity.
• Manage operating and capital budgets, resource and capacity planning, and financial forecasting for the mobile portfolio.
• Collaborate with Tech Strategy Team on vendor contracts, including SaaS providers.
• Direct mixed delivery model of internal FTE pods and MSP/vendor pods to ensure scalable and efficient execution.
• Report on delivery performance metrics, including release predictability, cycle time, defect rates, system stability, platform performance, and technical health indicators.
• Provide transparent executive reporting on roadmap execution, risks, dependencies, and capacity trade-offs.
• Collaborate with stakeholders to establish KPIs and performance metrics related to adoption, revenue impact, engagement, operational efficiency, and guest satisfaction that can then be tracked and reported against.
• Lead experimentation and A/B/x testing strategies to optimize conversion, usability, and engagement and ensure that scalable mobile experimentation frameworks are built, maintained, and reliably executed.
• Own AI strategy within mobile teams, leveraging AI tools to improve team productivity, automate workflows, and drive operational efficiency.
• Enable the incorporation of AI-driven products and capabilities into mobile guest experiences.
• Ensure governance, security, compliance, and performance standards are consistently met across all mobile applications.
• Serve as liaison to relevant brand, operations, marketing, revenue man