Senior Manager, Product Development (Global Strategy Systems)

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Product Development team is focused on commissioning the administration and use of new systems for selling admission products and ancillary products across multiple North American Universal Destinations & Experiences (UDX) distribution channels. As the Senior Manager of Product Development, the primary function of this role will be to be a subject matter expert on UDX’s bespoke digital commerce and ticketing systems they are responsible for and have a firm grasp of how those systems interact or are dependent on other systems, manage relationships across multiple North America destinations from executives to individual contributors to ensure business needs are met, lead a team of highly-skilled analysts in the complex administration of commerce and ticketing systems, and partner with Digital & Technology’s Digital & Experience Development Team to advocate for functionality needs and represent the Product Development team in solutioning new functionality.

MAJOR RESPONSIBILITIES:

• Builds, maintains, and effectively shares a deep knowledge of UDX’s bespoke digital commerce and ticketing systems. Continuously learns and stays updated on the latest trends, technologies, and best practices in digital commerce and ticketing systems. This includes understanding the specific functionalities and customizations of UDX’s bespoke systems. Provide guidance and support for the development, implementation, and maintenance of the digital commerce and ticketing systems. This includes troubleshooting issues and optimizing system performance related to the administration of those systems and the interaction with other systems.
• Build and maintain strong relationships with executives, managers, and individual contributors across multiple North America destinations. Act as the primary point of contact for stakeholders, ensuring their needs and concerns are addressed promptly. Develop and implement communication strategies to keep all stakeholders informed about project progress, changes, and updates. Facilitate regular meetings and updates to ensure transparent and consistent communication. Gather feedback from stakeholders to continuously improve processes and address any concerns. Implement changes based on feedback to enhance stakeholder satisfaction and delivery outcomes. Work with various departments such as marketing, sales, operations, and Digital & Technology to ensure the digital commerce and ticketing systems supports their needs and integrates seamlessly with other systems. Capture and communicate requirements and solution ideas that meet the unique needs of the business and aligns with business goals.
• Provide direction, mentorship, and support to team. Foster a collaborative and innovative team environment. Identify and address training needs to enhance team skills and performance.
• Oversee and participate in the administration of UDX’s bespoke commerce and ticketing systems, ensuring they are configured and maintained to meet business needs. Monitor system performance and implement improvements to optimize efficiency and reliability. Partner closely with Digital & Technology teams to ensure defects and performance issues that affect the administration and use of the systems are clearly understood and prioritized for proper resolution.
• Establish and manage prioritization frameworks to ensure that business needs are met efficiently. Align project goals and priorities with overall business objectives, ensuring all stakeholders are on the same page. Identify potential issues and escalate them to the appropriate level of management for resolution. Develop and implement escalation processes to ensure timely and effective resolution of issues.
• Coordinate with cross-functional teams to ensure seamless collaboration and integration of efforts. Foster a collaborative environment that encourages open communication and teamwork. Establish processes and systems that generate reliable detailed records of request intake, process adherence, planned vs. actual time to deliver, communications, decisions, and actions taken to ensure transparency and accountability. Establish key performance indicators to measure team productivity. Prepare and present regular reports on activities and outcomes to senior management.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.