Client Product Manager

Our Mission

iSeatz provides digital commerce and loyalty tech solutions that enable travel and lifestyle bookings to global customers including American Express, Expedia, and IHG Hotels. Our proprietary platform processes more than $4B a year in transactions.

We have a history of long-term trusted relationships and innovation that drives tangible value to our customers through a customizable, scalable, and secure platform, a global third-party marketplace, and loyalty integration.

We aspire to put our customers at the heart of every decision and exceed their expectations with best-in-class solutions and business-value innovations.

What you'll do

The Client Product Manager reports to the Director of Client Product Management and works with the overall Experience teams as well as key stakeholders to own, develop, and execute on the strategic product roadmap for existing clients leveraging our future platform.

In this role, you will collaborate cross-functionally to create and maintain a strategic roadmap of initiatives for each client in order to enhance the customer experience and create business value. You will serve as the advocate and subject matter expert for our clients' strategies, as well as maintain responsibility for the team's client data strategy, ensuring reporting and analytics are in place to measure customer journeys, identify trends quickly and easily, and provide strategic insights to internal and external teams.

Your Impact

• Partner with Commercial & Customer Success teams to understand clients' business goals, assess capabilities, and provide recommendations for achieving business and technology objectives
• Create and sustain trusted relationships through cross functional team collaboration and company leadership
• Understand the entire client customer experience, end to end
• Evaluate and forecast individual and aggregated client program performance and impacts of changes/enhancements to the user experience
• Provide strategic direction on client-specific projects to the assigned client delivery team
• Work with Engineering and QA to prioritize backlog of initiatives (internal and client-driven), document requirements, refine requirements and solutioning during collaboration, define acceptance criteria that validates successful delivery, and document all aspects of client and end customer experience (integrations and UI)
• Communicate technical product changes and updates to relevant teams as part of ongoing support of the future platform delivery
• Understand and confidently communicate the technical components of software development and their impact on user experience
• Define the necessary metrics to gauge product performance and enable data-driven recommendations to further enhance the experience
• Collaborate with stakeholders and client teams to provide customer experience and product recommendations/enhancements that create positive impacts to clients' business and the iSeatz organization
• Quantify and communicate effectively the benefits of prioritizing client and internal initiatives to iSeatz leadership
• Leverage your understanding of the competitive landscape in order to benchmark your product marketability and potential market share
• Evaluate industry user experiences to develop a repository of best-in-class features for consideration on the product roadmap
• Embrace cross-department collaboration with Data Solutions, Product Design, Operations/Support, Architecture, Engineering, and QA teams

What you bring to the table

• 3-5 years of relevant product management, client management, or related business experience
• Experience in technical business analysis
• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
• Skill in utilizing data to measure performance, quantify business value, and tell a story
• Ability to translate website functionality to business logic details
• Exceptional communication and writing skills
• Excellent technical business requirements documentation
• Strong understanding of SDLC (agile methodologies) from scoping, requirements gathering, development, and quality assurance
• Proven success managing multiple projects and priorities concurrently
• Desire to continuously learn and improve
• Ability to thrive in a collaborative environment, seeking to achieve personal success, success for your pod/team, and success for the overall organization
• Self-starter mentality, proactive and able to anticipate what's coming next
• Strategic mindset, rooted in understanding of travel and loyalty landscapes

Bonus points

• Experience with loyalty programs and/or travel industry
• Experience leveraging AI or Machine Learning

Location

This role is remote and can be located anywhere inside the continental United States. iSeatz is a New Orleans-based company with Central Time Zone business hours, but feel free to work from your home office, from the beach, or from the cottage you rented for the summer!

What we bring to the table

iSeatz is among the most prominent tech employers in New Orleans. With employee engagement and community impact at the forefront of our culture, we have been named a 2020 Top Workplace by nola.com and honored as a CityBusiness Best Place to Work since 2008, including a 1st place award in 2020, at the height of a global pandemic.

iSeatz is committed to ensuring all employees are given every opportunity to succeed and grow within and beyond their current roles and responsibilities. We work diligently to build and maintain trust among our workforce in everything we do, beginning with fostering an autonomous and thought-provoking work environment.

Micromanagement does not have a place at iSeatz. You will be trusted to use the knowledge and experience that brought you to iSeatz in tandem with the support of your manager and those around you, as needed, to deliver a high-quality end product.

We value a diverse workplace

We are committed to building and maintaining a culture of support, awareness, and sensitivity about the importance and impact of our differences and leverage these differences to build a stronger iSeatz.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the People Operations Team at [redacted].

A note about joining our workforce

At iSeatz, we're looking for candidates who are genuinely excited about joining our fast-paced and motivated team. If you're not enthusiastic about the opportunity to be a significant contributor; to lead with confidence, discipline, impact, thoughtfulness, innovation, and accountability; and to bring your passion and drive for this specific role to the table, we ask that you kindly refrain from applying. On the other hand, if this all sounds like you, we can't wait to hear from you! Come help us shape the future of the travel and loyalty tech industry.