Manager, Digital Customer Experience (Product)

Manager, Digital Customer Experience (Product)

Location: Boston, MA (Hybrid - 3x/wk onsite requirement)
Department: Digital Customer Experience
Reports To: VP, Digital Customer Experience

Position Summary

Are you passionate about creating digital experiences that inspire customers and drive results? As the Manager, Digital Customer Experience (Product), you’ll lead a team dedicated to transforming how travelers engage with our trips online. In this role, you’ll combine strategy, data, and creativity to optimize product pages, streamline workflows, and introduce personalization to engage our customers. You’ll collaborate across UX, Digital Platform, Creative, and Brand teams to deliver measurable impact, while building and mentoring a team that thrives on innovation and customer-centric thinking. This is an exciting opportunity to shape the future of digital travel experiences and see your work directly influence engagement, conversion, and customer satisfaction.

Key Responsibilities

• Lead and optimize the product update workflow across digital teams, reducing cycle time (from 13 to 4 touchpoints) and delivering updates to travelers 50% faster.

• Own content, design, and functionality of product pages, measured by increased engagement metrics such as time on page, itinerary saves, and booking click-throughs.

• Implement trip personalization strategies and testing to surface relevant itineraries and recommendations, driving higher conversion and customer interaction.

• Partner with UX, Platform, and Brand teams to deliver initiatives on time and with measurable improvements in engagement and conversion that align with company-wide business goals.

• Establish reporting on product update processes and product page performance, ensuring at least two insights-driven product/content changes each month.

• Build and execute an A/B testing roadmap for product pages and personalization, tracking lift in engagement, time on page, and conversion.

• Mentor and grow a team of Specialists, measured by their ability to independently deliver performance-driven improvements and maintain high engagement.

What Success Looks Like:

In this role, success means leading a high-performing team that independently drives measurable improvements to product content and engagement. You’ll streamline and simplify the product update process—cutting cycle times and increasing speed-to-market—while establishing clear ownership and accountability across stakeholders. You’ll use data, insights, and experimentation to make product pages more dynamic and personalized, increasing engagement and conversion throughout the customer journey. Ultimately, you’ll be recognized for building efficient workflows, elevating digital experiences, and delivering results that improve how customers discover, explore, and book with us.

Qualifications

• 5–7 years of experience in digital merchandising management, e-commerce, travel, or related fields.

• Proven track record leading teams in digital experience, e-commerce, or product content optimization.

• Strong understanding of analytics, A/B testing, and personalization technologies (Optimizely or equivalent).

• Excellent project management and process improvement skills, with a history of driving measurable outcomes.

• Strong cross-functional collaboration skills, able to influence stakeholders and secure alignment across teams.

Benefits

• 50% Discount on GCC trips
• Robust healthcare benefits, including medical, dental, vision, and flex spending accounts
• Generous Paid time off (PTO)
• Paid holidays throughout the year
• Company-paid life insurance
• Paid short and long term disability insurance
• 401K Retirement Savings account
• Discounted auto and renters insurance
• Volunteer and philanthropy opportunities to give back in Boston and where we travel
• Casual dress code every day